Head of IT Employee Experience

| Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
The Head of IT Employee Experience is responsible for the technology support of our products and services for our company's infrastructure and corporate systems. The team consists of IT experts who help make technology one of Morningstar's core strengths. This leader will provide first class support to our global colleagues and the expanded role will cover various support channels, such as phone, chat, walk up services, and conference room support. All end user devices and equipment (eg. Laptops, phones, monitors, etc.) and collaboration tools will be the responsibility of this leader, from provisioning, engineering, automation, deployment and support.
This role should evaluate and recommend the right service platform and tools and make recommendations on key measurements and metrics. The improvement of the right experiences and SLA's will be critical as well as follow up, white glove/concierge service, and first-time resolution of ticket requests. He/she is also expected to provide on-going training to our service desk teams, along with benchmarking internal service teams and other organizations. This role will also lead the team from being reactive to proactive and predictive and will provide the right metrics to hold the various IT partners accountable for poor quality and may recommend improvements.
This leader will be responsible for the end user support strategy and roadmaps, which include support strategies, tools and resources. Focus on simplification and standardization of end user experience, no matter the location of work (office and home), while providing top notch seamless tools and service is key.
As a key member of the senior IT leadership team this role will drive the development and execution of the enterprise wide support and end user tool strategy and is responsible for ensuring that the team is fully aligned and positioned to deliver state of the art support to Morningstar. This role reports to the Chief Information Officer and is based in our Chicago office.
Role:
  • Sets the mission, vision, and strategy of the IT Experience and Support organization to maximize the success of business and IT enterprise initiatives with high quality, flexible, and scalable solutions.

  • Introduces innovative tooling that enable and enhance our overall support capabilities thereby enhancing employee satisfaction and productivity.

  • Builds successful stakeholder relationships with other IT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring optimal support levels for the organization.

  • Creates and aligns a value map by linking targeted business outcomes with the future-state business capabilities required to achieve them.

  • Develops and controls the annual support budget to ensure that it's consistent with the overall strategic objectives of IT and the enterprise and is within plan and develops solid business cases including financial modelling and planning.

  • Leverages influencing and negotiation skills across IT, vendor partners, and the enterprise to enable cost-effective and innovative shared solutions in the achievement of business goals Vendor selection and management.

  • Provides direction on what emerging technologies should be incorporated into end user devices, support and collaboration products and services to successfully deliver overall IT strategy.

  • Champions Infrastructure involvement in the IT organization's innovation efforts and its role in experimenting with new solutions to take advantage of business opportunities.

  • Drives the adoption of (and commitment towards) service improvements.

  • Serves on IT planning and policymaking committees; drives the development of enterprise technology standards, governance processes and performance metrics.

  • Works with various teams to develop and execute workforce plans that ensure the end user engineering and support teams have skilled resources to meet current and future demand.

  • Responsible for people management and mentoring, driving and retaining a positive team culture that continually encourages creativity, ownership, accountability, and enhances our capabilities to deliver solutions

Experience/Skills:
  • 10+ years of demonstrable experience in managing teams, technology teams preferred.

  • 10 + years' experience of working in support organizations.

  • Experience leading change and transformation programs.

  • Demonstrated experience of influencing key stakeholders across the organization and within complex contexts.

  • Exceptional leadership skills, with the ability to develop and communicate and support vision that inspires and motivates staff and aligns with the IT and business strategy.

  • Experienced in building a productive environment enabling career growth, development, hiring and retention of a talented team.

  • Strong analytical and problem-solving, conceptual thinking, strategic planning and execution skills.

  • Ability to influence, needs to demonstrate the ability to build consensus and support for proposals.

  • Excellent interpersonal and relationship building skills.

  • Strong customer -service focus and orientated mindset.

  • Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units.

  • Interest in the investment industry and strong knowledge of technology developments and trends is an advantage.

Education
Bachelor's or master's degree in computer science, information systems, business administration, related field or equivalent work experience
001_MstarInc Morningstar Inc. Legal Entity
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SpringFrameworks
    • MariaDBDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

22 W. Washington , Chicago, IL 60602

An Insider's view of Morningstar

What does your typical day look like?

Every day is a little different. Our team is focused on POC (Proof of Concepts). My work involves problem-solving, development and software design. I work on the Data collections team, currently most of this involves, on a high level, automating the process currently used to collect data from raw sources through Machine Learning.

Upasna

Software Engineer, Data Collections - AI R&D

How does the company support your career growth?

We believe in promoting from within, based on previous impact to the team. Whenever possible, we will stretch our employees to take on expanded roles that aligns with the career progression they are interested in.

Jeff

Head of Technology and Product

What are Morningstar Perks + Benefits

Morningstar Benefits Overview

At Morningstar, your contributions have meaning and can drive change. Across our 27 offices worldwide, we’ve invested in fostering a community where talented, driven people can grow. Our entrepreneurial spirit and uncompromising ethics guide everything we do. It’s all in the name of empowering investors. Morningstar is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States who work a minimum of 30 hours per week. Our benefits are designed to invest in your -- and your family's well-being, including investments in your health and financial future.

Culture
Volunteer in local community
Morningstar encourages our colleagues to become involved in their communities, by providing paid time off for volunteer activities.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Morningstar encourages unconscious bias training for all employees, especially managers and hiring personal. We believe that by raising awareness of bias we can decrease its effects.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Morningstar offers two Flexible Spending Accounts (FSA)— one for healthcare expenses and one for dependent care expenses. You may enroll in both $ determine the contribution amount.
Disability Insurance
Dental Benefits
Our dental plan covers 100% of preventive services, 80% of basic services, and 50% of major services.
Vision Benefits
With Morningstar's vision benefits you can get an annual eye exam with an in-network provider with just a $10 copay.
Health Insurance Benefits
Morningstar continues to offer the choice of two medical plans—the Savings Plan and the Classic Plan. Both are administered by Blue Cross and Blue Shield of Illinois (BCBS).
Life Insurance
Morningstar offers 4 tiers of life insurance that offer varying benefits. Basic Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Mental Health Benefits
Our insurance covers 80% on in-network mental health services. Our Employee Assistance Program provides no-cost, confidential, 24-hour counseling on a wide variety of issues.
Retirement & Stock Options Benefits
401(K)
Take advantage of a number of Morningstar tools to help you manage your 401(k) account and your finances, including Morningstar Retirement Manager, available to you at no cost.
401(K) Matching
Morningstar provides employees with a 401(k) matching plan managed. We match $0.75 for every dollar contributed, up to a maximum of 7% of employee pay contributed to the plan each pay period.
Company Equity
Morningstar’s global employee equity benefit, Shared Ownership, enables you to take a portion of your bonus payout and exchange it for RSUs, with Morningstar providing an additional 50% match.
Employee Stock Purchase Plan
Colleagues who exceed their performance goals substantially may be eligible for Impact RSU Awards as an additional reward on top of their cash bonus/commission award.
Performance Bonus
Match charitable contributions
Morningstar's Matching GIfts program will match your charitable giving up to the local currency equivalent of $500 USD per calendar year.
Child Care & Parental Leave Benefits
Child Care Benefits
Morningstar offers the option of in-home child and elder care, in addition to the existing day care center back-up care benefit.
Generous Parental Leave
Morningstar has a global minimum of 6 weeks paid time-off to bond with new family members. This benefit applies to all individuals equally, including birth mothers, fathers, adoptive parents.
Flexible Work Schedule
Morningstar provides employees with a flexible work schedule that includes Summer hours, Work from home, Flexible start and end times.
Remote Work Program
The safety of our employees is very important to us. We have been operating remotely due to COVID-19.
Family Medical Leave
Eligible employees may take up to 12 weeks of job-protected, unpaid leave per year for certain specified reasons, and up to a total of 26 workweeks of leave to care for a family member.
Adoption Assistance
We reimburse up to 80% for eligible adoption expenses, up to $4,000 per adoption, in addition to a minimum of 6 weeks paid time off.
Return-to-work program post parental leave
Company sponsored family events
Morningstar sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Our employees receive 2 days per year of paid volunteer time.
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Compensation at Morningstar is more than a salary. It’s about making positive contributions to both life and work. We give our diverse workforce the choice and flexibility they need to maintain their health, retirement plans, time, and professional growth.

More Jobs at Morningstar153 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Internships
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
HR + Recruiting
new
Chicago
Finance
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Design + UX
new
Chicago
Operations
new
Chicago
Operations
new
Chicago
Design + UX
new
Chicago
Marketing
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
HR + Recruiting
new
Chicago
Finance
new
Chicago
Marketing
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Design + UX
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Marketing
new
Chicago
Data + Analytics
new
Chicago
Marketing
new
Chicago
Developer
new
Chicago
Marketing
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Sales
new
Chicago
Finance
new
Chicago
Sales
new
Chicago
Data + Analytics
new
Chicago
Finance
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Design + UX
new
Chicago
Design + UX
new
Chicago
Finance
new
Chicago
Operations
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Product
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Project Mgmt
new
Chicago
Operations
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Internships
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Design + UX
new
Chicago
Finance
new
Chicago
Marketing
new
Chicago
Internships
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
Operations
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Finance
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Finance
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Product
new
Chicago
Operations
new
Chicago
Sales
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
HR + Recruiting
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Sales
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Project Mgmt
new
Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Morningstar's full profileSee more Morningstar jobs