Crew Technical Lead - Wealth Management Americas Contact Center

Your role

Do you want to drive the engineering excellence of UBS products in alignment with our digital principles and technology strategy? Are you an ambassador of the new ways of working and culture? Do you enjoy creating an environment where pods dare to and feel encouraged to take responsibility for their own mission?
At UBS, we re-imagine the way we work, the way we connect with each other – our colleagues, clients and partners – and the way we deliver value. Being agile will make us more responsive, more adaptable, and ultimately more innovative.
We’re looking for a Crew Technical Lead for the Wealth Management Americas Contact Center Program to:
• Own together with the Crew Product Lead the overall quality of the crew’s products aimed at utilizing Artificial Intelligence to handle non-complex client inquiries and provide basic information. This includes operational health, client and internal user satisfaction, and the delivery of valuable outcomes
• Formulate the crew's long-term vision, mission, strategy and quarterly objectives and key results as well as representing the crew in the quarterly business review
• Lead the crew in agile practices, empowering and developing crew members, and striving for continuous improvement whilst making space for learning and innovation
• Ensure best-in-class technical delivery of a family of products enabling excellent client journeys throughout their lifecycle
• Manage stakeholders and take ownership of technical escalations, working to resolve issues, remove impediments and make the necessary technical improvements.
• Line manage the Contact Center chapter leads, partner closely with the Crew Product Lead, architects and control functions and collaborates across streams and divisions.

Your team

In our agile operating model, Crews are aligned to larger products and services fulfilling client needs and encompass multiple autonomous Pods. You’ll be working in the Field and Operational Platforms team in the US focusing on partnering with our Global Wealth teams to appoint independently working agentic-chat / videobots.

Your expertise

• Strong technology leadership skills as well as several years of experience with a significant budget and people management responsibility
• Outstanding leadership skills promoting a diverse, inclusive and motivating environment for employees with autonomy to deliver, mastery of skills and purposeful work
• Knowledgeable on information security, technology risks, operational resilience and automation, ensuring our technology meets non-functional requirements and complies with expected standards
• Up to date with emerging technologies, Artificial Intelligence, data integration, data mesh technologies, open source, open standards and new practices, recognizing and realizing opportunities to enhance our technical approach
• Ability to drive change across the organization and influence key stakeholders