Chief Experience Officer

University of California at Santa Cruz
Santa Cruz California
Reporting to the VC IT, the ITS Chief Experience Officer is responsible for managing a ITS multi-dimensional organization that shapes the constituent experience with the ITS division and UCSC internally facing campus technology services. The responsibility includes, alumni and corporate partner experiences, customer experience, and user experiences with ITS. Manage all aspects of the Marketing Web experience. 

Through direct reports the role is responsible for creating and executing ITS experience and engagement strategy leveraging experiential events, outreach, trainings, marketing, communications and the overall service experience with UCSC. The Chief Experience Officer will have experience managing and working with Agile teams with the following skillset: 

  • Event management 
  • Alumni and corporate engagement 
  • Marketing 
  • Training 
  • Web UI design 
  • Mobile UI design 
  • User experience research, analysis and design 
This position will develop a vision for ITS experience that includes service, interaction, UX, UI and Voice UI design. The position ensures alignment between marketing, communications and customer experience. 

The Chief Experience Officer will manage a team that develops a deep understanding of UC Santa Cruz constituents. The role will ensure that the team uses that understanding to design ITS world class services, experiences and products. The role also ensures that the understanding is used to market ITS services and educate our customers and users on the value of the services. 

The position will develop collaborative relationships with stakeholders across ITS and UC Santa Cruz to ensure consistent customer experience across products and services. 

This position develops design guidelines/policies and authorizes their implementation. Provides advice, guidance, and assistance to the senior leadership at the campus and within the division on the topic of experience design. Responsible for strategic planning for the unit and developing highly skilled teams capable of developing and supporting a diverse set of technology solutions and services. Represents the campus in focal and systemwide meetings and discussions. Recognized as an influential leader, providing leadership in the effective application of customer research, analysis and design at the campus level. Makes final decisions for the unit and ensures achievement of objectives.

10 years or more of experience managing a marketing and/or user experience organization. Demonstrated leadership experience as a unit head. Possesses the ability to use design methodology and/or marketing theory
Must be an outstanding team builder and cross functional team player. Must be entrepreneurial, customer focused and process oriented


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