Chief Agency Experience Officer

Helena, MT - USA

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

The State of Montana has a decentralized human resources (HR) system. Each agency is responsible for its own recruitment and selection. Anyone who needs a reasonable accommodation in the application or hiring process should contact the agencys 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.

What is this career opportunity

We are seeking an innovative customer centric 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 agency embedded IT leaders and the IT Helpdesk to deliver seamless high quality 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.

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 customer centric data driven and aligned with Montanas digital transformation goals.
Oversee Customer Success agency embedded IT leaders and Helpdesk operations to deliver responsive high-quality support and coordinated service delivery.
Design and continuously improve end to end agency journeys using feedback and metrics (e.g. CSAT CES FCR) to identify pain points and drive improvements.
Champion service design human centered design and service automation (self service chatbots AI driven 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:

Agency and customer experience leadership: Deep expertise in customer experience journey mapping service design and human centered 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 data driven decision making.
Cross functional influence: Proven ability to work across organizational boundaries coordinate multi disciplinary teams and drive customer first decisions without always having direct authority.
Leadership and people development: Demonstrated success leading multi functional teams developing leaders and building high performing collaborative and customer focused cultures.
Public sector and change leadership: Understanding of government operations and 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.)

Other important information to be aware of:

This position requires the successful completion of a criminal background check.
Only online applications are accepted. By applying online you are able to receive updates and monitor the status of your application.

Required Experience:

Chief

Key Skills

Sales Experience
B2B Sales
Marketing
Financial Services
Customer Services
Management Experience
Redmine
Agency Management
Home Care
Outside Sales
Sales Management
Recruiting

Apply Now

About Company

State Of Montana

The Montana Department of Labor & Industry wants to help both employees and employers to be happy on the job. We take seriously our mission to promote and protect the well-being of Montana's workers, employers and citizens, and to uphold their rights and responsibilities. Our agenc ... View more

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