Tech Risk and Controls Lead - Citizen Development Governance User Experience & Support

Join our team to play a pivotal role in mitigating tech risks and upholding operational excellence, driving innovation in risk management.

As a Tech Risk & Controls Lead on the Chief Technology Office - Operational Execution & Governance - Risk, Control and Regulatory position, you will be responsible for identifying, and mitigating compliance and operational risks in line with the firm's standards. You will also provide subject matter expertise and technical guidance to technology-aligned process owners, ensuring that implemented controls are operating effectively and in compliance with regulatory, legal, and industry standards. By partnering with various stakeholders, including Product Owners, Business Control Managers, and Regulators, you will contribute to the reporting of a comprehensive view of technology risk posture and its impact on the business. Your advanced knowledge of risk management principles, practices, and theories will enable you to drive innovative solutions and effectively manage a diverse team in a dynamic and evolving risk landscape.

You will provide direct support to a large, global user population by managing key processes that deliver notifications, guidance, and timely responses to user inquiries. You will also develop and manage end user self-service materials—such as training content, job aids, FAQs, updates to AI Agent, and release/change communications to help users understand and adopt to changes in governance frameworks, user facing functionality and Citizen Development control requirements. Managing daily support intake, owning user-facing processes end-to-end, coordinating across stakeholders to resolve issues, and continuously improving the user experience through clear communications and scalable support mechanisms will be key to this role.

Job responsibilities

• Provide direct user support at scale with owning intake, triage, and resolution of user questions and requests related to the Citizen Development control framework and Central Inventory system usage; ensure timely, accurate, and professional responses across a global user base.
• Own user-facing operational processes to manage and continuously improve processes that provide notifications, guidance, and support to users (e.g., standard communications, escalations, and recurring support activities); ensure controls, documentation, and auditability are embedded in day-to-day operations.
• Create self-service enablement materials to develop and maintain training materials, job aids, FAQs, and “how-to” guidance to reduce repeat questions and improve user adoption of control requirements and system functionality.
• Drive change communications for users to translate policy/standard updates and system changes into clear, user-friendly communications that explain what changed, why it matters, and what actions are required (including timelines and where to get help).
• Partner to resolve issues and improve usability to coordinate with product, engineering, governance leads, and other stakeholders to troubleshoot user issues, clarify requirements, and improve workflows and user experience; escalate risks/issues appropriately with evidence and recommended actions.
• Monitor support trends and recommend improvements and use support data (e.g., ticket drivers, recurring questions, volumes, turnaround times) to identify root causes and propose fixes such as process changes, clearer guidance, UI/workflow improvements, or targeted training.
• Maintain knowledge management and documentation and keep Confluence pages and related knowledge repositories current (e.g., FAQs, process flows, definitions, release notes, troubleshooting guides, and communications templates).
• Demonstrate disciplined risk and issue management to operate independently while identifying risks, documenting decisions, managing dependencies, and providing clear status updates to stakeholders and leadership as needed.
• Uses enterprise-authorized AI capabilities within the work environment to accelerate synthesis of risk/control evidence and draft executive-ready reporting, validating outputs and handling data according to sensitivity and security requirements
• Promotes reuse-first, AI-assisted approaches to streamline recurring control testing and issue/action-plan management routines, ensuring human review and alignment to auditability and regulatory expectations

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in technology risk management, cybersecurity, or a related field, with a focus on regulatory compliance and risk mitigation
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support technology risk and controls workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted risk summaries and recommendations before use, escalating when uncertain and ensuring outcomes align to security, auditability, and regulatory expectations.
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support technology risk and controls workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted risk summaries and recommendations before use, escalating when uncertain and ensuring outcomes align to security, auditability, and regulatory expectations.
• Demonstrated experience in a client-facing support, user enablement, or service delivery role supporting a large and diverse user population.
• Strong communication skills (written and verbal) with the ability to translate governance, policy, and technical changes into clear, actionable guidance for end users.
• Strong process ownership and operational discipline; able to design, run, and improve repeatable support and notification processes with appropriate controls and documentation.
• Experience developing self-service resources (FAQs, job aids, training decks, quick reference guides, knowledge articles, release communications).
• Strong stakeholder management and collaboration skills across functions (e.g., risk/control, product, engineering, operations, and business users)
• Ability to work independently, prioritize effectively, and manage multiple concurrent requests under time constraints.
• Advanced MS Office skills (Excel, PowerPoint, Word; Visio desirable), and analytical problem-solving skills with ability to use basic support/usage metrics to identify trends, root causes, and improvement opportunities

Preferred qualifications, capabilities, and skills

• Demonstrated ability to influence executive-level strategic decision-making and translating technology insights into business strategies for senior executives
• Experience with workflow management tools such as JIRA (or equivalent) and knowledge management tools such as Confluence (or equivalent).
• Experience working in an Agile development environment
• Familiarity with risk, controls, governance, or regulated environments preferred