Job Details

University of California Santa Cruz
  • Position Number: 1985071
  • Location: Santa Cruz, CA
  • Position Type: Computer and Information Technology

Chief Experience Officer

Location: Scotts Valley
Job ID: 9900

Initial Review Date (IRD)
The Initial Review Date (IRD) for this job is: 09-15-2020

UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit. 

Dept Marketing Statement
Information Technology Services (ITS) is the campus innovation nexus that supports and amplifies the value of research, teaching, learning, and digital experiences at UC Santa Cruz. We are a group of diverse, enthusiastic people who produce extraordinary results that foster a campus climate where employees feel a sense of belonging.

Our guiding principles are integrity, client focus, teamwork, knowledge, and fulfillment. We are looking for people who are deeply curious, hard-working, ambitious, kind, and deeply committed to inclusive excellence.

We aspire to operate in an Agile and Lean fashion. Our goal is to continually improve our service quality, experience, and value to our constituents. We care deeply about creating a diverse, high performing organization through recruiting while developing highly talented, well-rounded, staff. We invest in career paths and career development, devoting a significant amount of resources to skill and professional development for our staff.

ITS promotes two areas for skill growth:

1. Developing generalizing specialists by focusing on technical depth and breadth

2. Growing service and product expertise

Position Summary

The Chief Experience Officer (CXO) is responsible for the design of all digital and technology touchpoints and interactions with technology services at UC Santa Cruz (UCSC).

This role is a member of the Campus' technology leadership team and collaborates with other campus technology leaders to create and execute the strategic information and technology plans for UCSC.

Reporting to the Vice Chancellor of Information Technology Services (VCIT), the CXO is responsible for managing the digital experience for all products and services delivered and supported by the division of Information Technology Services (ITS). The role is responsible for the constituent experience within the ITS division and the university's internally facing campus technology services. The responsibility includes but is not limited to, alumni and corporate partner experiences, customer experience, and user experiences with ITS. The role is responsible for constituent engagement and the marketing and communications in support of ITS delivered services and initiatives.

The CXO will manage a team that develops a deep understanding of UC Santa Cruz' constituents. This position will lead the campus in the design of world class digital and technology experiences. The position also ensures that we tell the story of the digital and technology experiences we create and support. The position will develop collaborative relationships with stakeholders across ITS and UC Santa Cruz to ensure consistent experiences across products and services.

Through direct reports, the role is responsible for creating and executing ITS experience and engagement strategy, leveraging experiential events, outreach, training opportunities, marketing, communications and the overall service experience with UCSC. The CXO should have experience managing a team with the following skill sets:
  • User experience research, analysis and design
  • Marketing
  • Web UI design
  • Mobile UI design
  • Event management
  • Training & Development

This position will develop a vision for ITS experience that includes service, interaction, User Experience (UX), User Interface (UI) and Voice UI design. The position ensures alignment between marketing, communications and customer experience across UCSC.

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.

The position is responsible for strategic planning for the User Experience unit and developing highly skilled teams capable of developing and supporting a diverse set of technology solutions and services.

This position represents the campus in focal and systemwide meetings and discussions. Recognized as an influential leader, providing leadership in the effective application of user research, analysis and design at the campus level. Makes final decisions for the unit and ensures achievement of objectives.

Pay, Benefits, & Work Schedule
Salary Information:  $150,000 - $170,000/annually.  Salary commensurate with skills, qualifications and experience.

No. of Positions:  1

Benefits Level Eligibility:  This position is eligible for Full benefits

Schedule Information:
Full-time, Fixed
Percentage of Time: 100%
Average Hours Per Week: 40 
Days of the Week: Mon-Fri
Shift Includes: Day

Employee Classification: This is a Career appointment

Job End Date:  None

Work Location:  UC Santa Cruz Scotts Valley Campus

Union Representation:  None

Job Duties
20%- Marketing
  • Oversees the ITS development and execution of branding and marketing strategy.
  • Oversees communications, content and channel strategy. Ensure optimal processes and output (Social, Public Relations, Sales Support Tools, Email/Automation etc.)

20%- Professional Development

Ensures development of highly skilled staff capable of:
  • Identifying, engaging and supporting ITS relationships, corporate partners, donors and foundations
  • Identifying and supporting grant opportunities
  • Creating the vision for developing, communicating, and implementing the User Interface (UI) designs including graphical and voice user interfaces
  • Following design processes and tactics
  • Planning and prioritizing strategic and tactical design work in agile environment
  • Producing user flows, wireframes, prototypes, user interface specifications
  • Producing written documents, including creative briefs, 2-pagers, recommendations, etc.
  • Conducting user experience research
  • Developing and communicating of Virtual User Interface (VUI) and Graphical User Interface (GUI) design guidelines, patterns and design systems

20%- Customer Experience Design
  • Oversees all aspects of UX research, analysis and design for the division.
  • Oversees product and service design for the division.  
  • Be a driver for UX and Marketing in cross-departmental collaborations with Product Management, Development teams and support to orchestrate customer touchpoint experiences.

20%- Team Building
  • Lead and continuously improve the User Experience unit for the ITS Division.
  • Supports the UC Santa Cruz Principles of Community.
  • Oversees organizational structures, processes and ensures the effective delivery of digital and technology experiences.

10%- ITS Leadership Team Member
  • Serves as a member of the ITS leadership team.
  • Collaborates on divisional vision, strategy, goals, operations and staff and leadership development.
  • Contributes to strategic planning and execution for the division.
  • Creates and executes strategic plans for the ITS User Experience unit.

10%- Senior Management Advising
Advises senior management on controversial situations, customer negotiations, and influencing and persuading other senior level managers.

0%- ITS Security Statement
Information Technology positions are responsible for the security of systems and restricted or confidential information. The incumbent is required to follow all applicable UC policies and departmental procedures in providing security of the systems or applications. Supervisors are responsible for making sure their staff completes all appropriate and required security training.

    Required Qualifications
    • Typically 10 years or more of experience managing a marketing and/or user experience organization.
    • Extensive experience using supervisory and leadership techniques in managing staff.
    • Excellent listener to hear and understand concerns being expressed both internal and external to the organization.
    • Extensive and in-depth knowledge of UX and Marketing principles, theories, and concepts to manage functional area(s) and provide solutions. Demonstrated leadership experience as a unit/department head.
    • High level interpersonal skills in order to work with both technical and non-technical personnel at various levels on campus.
    • Possesses the ability to effectively use and teach design methodology and/or marketing theory in practice.
    • Must be an outstanding team builder and cross functional team player.
    • Must be entrepreneurial, customer focused and process oriented.
    • Ability to recruit and retain excellent staff, provide constructive feedback, effectively evaluate performance, and motivate others.
    • Proven strong communication skills with project teams, stakeholders, senior management, and external contacts including both technical and non-technical audiences, including the ability to effectively present technical topics to large groups and senior management with potentially varied levels of technical knowledge.
    • Ability to understand and successfully meet the needs and demands of the organization while managing multiple high-profile projects.
    • Ability and willingness to rotate between technology, customer and business focused roles every two years.
    • Experience researching, prototyping, and designing a variety of experiences and assets.
    • Experience managing the design and development of advertising and promotion programs.
    • Strong design fundamentals that can be expressed holistically through integrated campaigns including print collateral.
    • Ability to solve complex user problems through interface design and usability expertise.
    • Well-versed in web-based information architecture, user-centered design methods and current web technologies.
    • Strong design and production background with the ability to direct outside illustrators, photographers, and freelancers.
    • Proficient with standard design and prototyping tools.
    • Effective interpersonal skills. Must be able to establish and maintain relationships with external and internal audiences.
    • The ability to influence, or gain acceptance from, others in sensitive situations, without impacting the relationship.
    • Responsive mobile device experience.

    View full job description and access on-line application:

    To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.

    The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.

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