Deputy Chief Agency Experience Officer

Anyone who needs to request a reasonable accommodation in the application or hiring process should contact the HR staff identified on the job listing or by dialing the Montana Relay at 711. Montana Job Service Offices also offer services including assistance with submitting an online application.

State government does not discriminate based on race color national origin religion sex sexual orientation gender identity or expression pregnancy childbirth or medical conditions related to pregnancy or childbirth age physical or mental disability genetic information marital status creed political beliefs or affiliation veteran status military service retaliation or any other factor not related to merit and qualifications of an employee or applicant.

Why live in Helena Montana

• Helena is surrounded by rolling hills and lofty mountains and is tucked below the Continental Divide.
• It is a relatively quiet place to call home where small-town living collides with outdoor adventure.
• Helena has a rich history and was originally founded as a gold camp during the Montana gold rush.
• Learn more about moving to and/or living in Helena Montana here .

We invite you to consider joining us at the State of Montana Department of Administration

As a customer servicefocused organization we provide centralized services specialized support and practical solutions to state agencies boards and commissions as well as local governments across Montana. Our vision is to transform how government services are delivered and accessed serving state government with effective efficient and customerdriven solutions that benefit all Montanans.

The State Information Technology Services Divisions (SITSD) mission is to provide shared IT services to support the needs of the state and citizens of Montana. We offer an innovative and collaborative work environment where employees are valued and addition our employees have the opportunityto be involved insome of the most exciting and innovative ITprojects and initiatives in developmentwithin Montana state government.

What is this career opportunity

We are seeking an innovative customercentric technology leader to serve as the Chief Agency Experience and Success Officer within the State Information Technology Services Division. This senior executive leads the Office of Agency Experience and Success overseeing Customer Success agencyembedded IT leaders and the IT Helpdesk to deliver seamless highquality IT services for Montana state agencies. As Chief AX Officer you will be the primary voice of the customer in IT leadership ensuring agency needs drive IT priorities service design and digital transformation initiatives. This position reports directly to the State Chief Information Officer and serves as a key advisor on how IT decisions play out across state government so proven experience leading technology in a government or public sector setting is essential.

If you are passionate about elevating the experience of agencies and citizens through technology and enjoy leading teams at the intersection of strategy service design and operations we encourage you to apply.

Key Responsibilities

• Lead the statewide agency experience strategy ensuring IT services are customercentric datadriven and aligned with Montanas digital transformation goals.

• Serve as a trusted advisor to the Chief Agency Experience & Success Officer as well as the State CIO on agency operations and relationships.

• Oversee Customer Success agencyembedded IT leaders and Helpdesk operations to deliver responsive highquality support and coordinated service delivery.

• Design and continuously improve endtoend agency journeys using feedback and metrics (e.g. CSAT CES FCR) to identify pain points and drive improvements.

• Champion service design humancentered design and service automation (selfservice chatbots AIdriven tools) to enhance efficiency and user experience.

• Establish and monitor clear SLAs escalation paths and performance dashboards to ensure accountability transparency and measurable business value.

What are we looking for
To thrive in this role from day one you should demonstrate the following skills:

• Government IT leadership: Proven experience in a senior IT leadership role within government or the public sector with a working knowledge of how agencies operate budgeting and appropriations procurement legislative and rulemaking processes and the security compliance and governance requirements that shape public sector technology.

• Agency and customer experience leadership: Deep expertise in customer experience journey mapping service design and humancentered design with a track record leading customer experience transformation in complex organizations.

• IT service management excellence: Strong knowledge of IT service delivery operations ITIL or similar frameworks and experience managing help desk support or IT service organizations.

• Strategic and analytical mindset: Ability to define and execute a clear vision for agency experience backed by strong skills in measurement analytics and datadriven decisionmaking.

• Crossfunctional influence: Proven ability to work across organizational boundaries coordinate multidisciplinary teams and drive customerfirst decisions without always having direct authority.

• Leadership and people development: Demonstrated success leading multifunctional teams developing leaders and building highperforming collaborative and customerfocused cultures.

• Change leadership: Grounding in change management principles with experience guiding organizations through technology adoption and service transformation.

Does this sound like you

Please tell us how and why by submitting your resume and cover letter. (Please Note: You do not need to complete the work experience or the education & certifications portion of the application process in our recruiting system. You only need to upload the requested documentation.)

What can you expect from us in return for your hard work

Look here to see the additional benefits! They include:

o Work/life Balance

o Health Coverage

o Retirement plans

o Paid Vacation and Sick Leave and Holidays

o And more

Public Service Loan Forgiveness (PSLF) Employment with the State of Montana may qualify you to receive student loan forgiveness under the PSLF. Look here to learn more and see if you may qualify!

Other important information to be aware of:

This position requires successful completion of a criminal background check.

Only online applications are accepted. By applying online you can receive updates and monitor the status of your application.

The Department of Administration participates in E-Verify to confirm employment eligibility. After accepting a job offer and completing form I-9 your information will be submitted to the Department of Homeland Security and Social Security Administration for verification. For more information about E-Verify please visit the E-Verify website found here this position you will be afforded the opportunity to telework however there will be required weekly in-office day(s) in Helena. Specific conditions will be outlined as part of the job offer and must adhere to state policy.

Required Experience:

Chief

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