Customer Experience Lead Software Engineer

The Team:

As a Customer Experience Lead Software Engineer on the Advisor Workstation/DAS team, you are theadvisor'sadvocate and the technical owner of complex, cross-system issuesimpactingusability, performance, functionality, and observability. You will lead the design and deployment of agentic, AI-driven automations that proactively resolve and prevent recurring client issues. Your workwillfocus on automation, rapid diagnosis, and systemic fixes that improvecustomerexperience.

This position is based in our Chicago office. We follow a hybrid policy of at least 4 days onsite (Monday-Thursday). Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis.

The Role:

As afull stackdeveloper in the Advisor Workstation team, you willprovidehigh-level supporttoour customers,addressing their day-to-day issues withcutting-edgeengineering solutions. In this role, you will:

• Observe and Understand:Monitor and analyze client issues reported for the modules you own. Use AI tools toidentifypatterns and opportunities for automation.
• Automateand Develop:Design, build, and deploy agentic solutions (AI agents/workflows) that automate the resolution of recurring client issuesand proactivelypreventthem.
• Architect and Propose:Propose and implement features thatleverageAI and automation to enhance service quality and reduce manual intervention; partner with development teams to push service forward.
• Research and Solve:Use Python and modern AI tools to investigate root causes and develop robust, automated solutions alongside module owners.
• Cycle Back to Observe:Continuouslymonitorthe effectiveness of implemented automations and refine them as needed.

Additionally, you will:

• Build and deploy well-designed, stable, scalable solutionsadhering toestablishedguidelines through peer reviews, unit tests, and deployment processes.
• Analyze and remediate productionissuesandbuild observability and operational readiness into the systems architecture.
• Manage development projects throughouttheentireproject life cycle andapplyingDevOps practicesforcontinuous and automated deployment.
• Mentor and lead team members in adopting AI tools and agentic automation practices,guidingthem in delivering solutions and resolving technical problems.
• Drivea culture of proactive customer experiencebyidentifyinghotspotsthroughdata analysis, proposingfixes, anddeployingautomations that improve NPS and reduce repeat contacts.
• Follow software designandDevOps practicessuch as continuous integration, test-driven development, andcontinuousand automateddeployments.

Requirements:

• Bachelor's degree in Computer Science or Engineeringorarelated field.
• Minimum of 10 years of experience developing software solutions.
• Strong experience with Python (required).
• Building backends in C#, .NET, .NET Coreisrequired.
• Experience with AI toolsandAI-powered coding assistants(e.g., GitHub Copilot) to accelerate development, automate repetitive tasks, and enhance code quality.
• Experience building applications in Amazon Web Services (ECS, Lambda, Glue Jobs, S3, RDS, DynamoDB, ELB, CloudFront, Route53)isrequired.
• Experience building web applications using modern web UI frameworks like Vue.js/React/Angular (preferably Vue.js).
• Experience implementing RESTful APIs and microservices.
• Hands-on experience with SQL and/or NoSQL databases (preferably MS SQL, DynamoDB, PostgreSQL).
• Experience with modern development practicesincludingproduct design, requirement analysis, test driven development, and test automation.
• Experience in analysis, design, coding, and implementation of multi-tiered applications.
• Experience withinfrastructure-as-code tools such as Terraform, CFT, CDK.
• Experience working in a collaborative and agile environment such as Scrum.
• Ability and willingness to learnnew technologies.
• Excellent listening, written, and verbal communication skills.

Good to Have:

• Knowledge of networking and authentication fundamentals (TCP/IP, TLS 1.2, SAML 2.0, OIDC)
• Experience with Java,Spring, andSpring Boot,orNode.
• AWS Certification
• Experience with DevOps engineering concepts and tools such as Docker, Kubernetes, Harness, Jenkins, Nexus, etc.
• Knowledge of APMtools such asNewRelic, SplunkorGoogle Looker Studio
• Exposure to Financial Services and Capital Marketsdomain

Compensation and Benefits

At Morningstar we believe people are at their best when they are at their healthiest. That's why we champion your wellness through a wide-range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

• Financial Health
  • 75% 401k match up to 7%
  • Stock Ownership Potential
  • Company provided life insurance - 1x salary + commission

• Physical Health
  • Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plansand coverages
  • Additional medical Wellness Incentives - up to $300-$600 annual
  • Company-provided long- and short-term disabilityinsurance

• Emotional Health
  • Trust-Based Time Off
  • 6-week Paid Sabbatical Program
  • 6-Week Paid Family Caregiving Leave
  • Competitive 8-24 Week Paid Parental Bonding Leave
  • Adoption Assistance
  • Leadership Coaching & Formal MentorshipOpportunities
  • Annual Education Stipend
  • Tuition Reimbursement

• Social Health
  • Charitable Matching Gifts program
  • Dollars for Doers volunteer program
  • Paid volunteering days
  • 15+ Employee Resource & Affinity Groups

Total Cash Compensation Range

Inclusive of annual base salary and target incentive

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.