Lori Myers
- Role
- Senior Director, Global Infrastructure Services - End User Services at TIAA
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
Experience
Senior Director, Global Infrastructure Services - End User Services
Apr 2018 — Present · Charlotte, NC, US
EUS Customer Experience process owner and Product Management liaison responsible for creating and maintaining Voice of the Customer channels that gather associate feedback, challenges, and suggestions which are shared with EUS engineering teams and support operations to ensure alignment of EUS products and services to value propositions which meet TIAA associate’s technology needs. Additional responsibilities include ITSM process owner for End User Knowledge Management (ServiceNow), business requirements/design of GetIT! portal, and mobile expense management for corporate liable mobile devices. Accomplishments include: • Service Improvement: Designed several ‘self-service’ tools developed as simple and easy to use which reduce need to contact IT Service Desk or other support services – GetIT! Support Library, DIY Toolkit, RSA Soft Token Portal and Onboard Central (for hiring managers) • Automation: Co-leading Kore chatbot pilot for IT Service desk and conducted proof of concept engagements with Moveworks (Artificial Intelligence) and internal TIAA groups developing Chatbot technology • IT Asset Management: Managed complex processes for $6 million-dollar desktop device lease program including periodic refresh for the firm’s client facing staff (Nuveen Sales and Field Consultants); implemented asset recovery program with external vendor in advance of Fall 2020 VSP departures which resulted in ‘zero’ loss of TIAA desktop hardware; received 4Q20 Carnegie Elite Award for orchestrating laptop donations exceeding 1,200 devices that supported laptop needs of Charlotte community • Cost Reduction: Developed strategy to reduce firm’s mobile expenses since 2019 by 55% resulting in $900k+ cost reduction
Education
Liberty University
Theology/Theological Studies
2025 — 2026
CoachU
Core Essentials Program, Coaching
Queens University of Charlotte
Executive Coaching
2013 — 2013
Gaston College
AAS, Criminal Justice
CIO Executive Council's Pathways Leadership Program
Professional development in Leadership, Business, Technology
2018 — 2019
Montreat College
Master of Science - Management & Leadership
Belmont Abbey College
Bachelor of Arts - BA, Liberal Studies (Business concentration)
The George Washington University School of Business
Master's Certificate, Sourcing Management
2008
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