"Director, IT Customer Experience"

Position Summary

Make a campus-wide impact by leading how people experience Information Technology (IT). The Director of IT Customer Experience partners with students, faculty, and staff throughout the institution to deliver a consistently exceptional IT service experience across every touch-point. This role provides strategic leadership for IT Customer Experience (ITCX), emphasizing service design, staff development, metrics-driven improvement, and strong relationships across a diverse academic community. This is a campus-based position with the possibility of hybrid work.

Key Responsibilities:

• Provide leadership for the Universitys end-to-end IT customer experience, advancing a modern, multi-channel support ecosystem that delivers seamless, student-centered and customer-focused services across digital and in-person touch-points.
• Foster a culture of service excellence, accountability, empathy, and continuous improvement through strong people leadership, including hiring, training, professional development, performance management, and recognition of exceptional customer service.
• Serve as the single, trusted source for understanding Central ITs customers as achieved through the administration of surveys, market research, customer outreach, and analysis of customer data. Leverage customer insights to inform continuous improvement initiatives and collaborate with IT leadership to embed a shared understanding of customer needs into planning, prioritization, and the coordinated delivery of IT services. Collaborating with the IT Communications and Engagementunit to design excellent experiences using varied methods such as customer journey maps, personas, customer interviews, and customer feedback sessions.
• Lead and oversee the managers and technicians responsible for the full lifecycle of IT end-user support services, including the UBIT Help Desk (call center and walk-up support), Field Services support for university-owned end user devices, Classroom and learning space support, Public computing sites, customer relationship management, and coordination with distributed technical staff across campus.
• Design, implement, and continuously improve IT customer experience strategies, service models, and support processes in close collaboration with IT leadership, ensuring alignment with University IT priorities and the institutions mission. Establish, monitor, and report on key customer service performance metrics (KPIs) and satisfaction indicators; conduct regular (at least monthly) analysis of results to assess performance, course-correct, and translate data and customer feedback into concrete action plans and measurable improvements.
• Provide strategic oversight of customer experience-related technology investments and budgets, ensuring responsible fiscal management, alignment with institutional priorities, and effective return on investment. Manage departmental budgets, vendor relationships, and resource allocation for ITCX.
• Establish and sustain strong, collaborative relationships with faculty, staff, students, and senior administrators; serve as an outward-facing representative of University IT, a trusted campus partner, and the designated IT representative on several university-wide committees and working groups.
• Stay informed of emerging trends, tools, and best practices in IT customer experience, service management, and end-user support to guide innovation and maturity of services.

Additional Information:

It is a great time to join UB Information Technology (UBIT)! Our staff are highly skilled and motivated to succeed and have cutting-edge training and technical resources at their disposal. For more information about UBIT visit our website. All the duties and responsibilities listed above continue to occur in a 247 environment, therefore, working extended hours, holidays, or varied hours may be required.

Learn More:

• Our benefits, where we prioritize your well-being and success to enhance every aspect of your life
• Being part of the University at Buffalo community

University at Buffalo is an affirmative action/equal opportunity employer and, in keeping with our commitment, welcomes all to apply including veterans and individuals with disabilities.

Minimum Qualifications

• Bachelors degree
• Minimum of 5 years of progressive experience in customer experience as well as experience leading customer understanding initiatives and executing customer experience improvement action plans within a complex organization
• Equivalent combination of education and experience may be considered
• Experience managing complex teams, including hiring, staff development, performance management, and fostering a culture of service excellence and accountability
• Proven ability to develop, monitor, and use customer service metrics, satisfaction data, and assessment outcomes to drive continuous improvement and inform strategic decision-making
• Demonstrated experience developing, managing, and monitoring budgets, including forecasting, resource allocation, and ensuring fiscal responsibility in support of strategic objectives
• Excellent collaboration skills, demonstrated ability to defuse tensions, build consensus, and rapidly build strong interpersonal relationships with diverse stakeholders, such as faculty, staff, students, and senior leadership
• Strong written, oral, and interpersonal communication skills, with the ability to convey complex technical and service concepts to both technical and non-technical audiences
• Demonstrated positive, solutions-oriented leadership approach with a strong commitment to continuous learning, professional growth, and improvement of services and practices
• Applicants must be authorized to work in the United States on a full-time basis without visa sponsorship

Preferred Qualifications

• Masters degree
• Experience as a senior leader at a higher education institution directing IT customer experience, client services, classroom technology or technology support
• Experience with academic technology or classroom technology support
• Familiarity with IT service management (ITSM) frameworks and practices (e.g., ITIL or similar) and experience applying them in a pragmatic, customer-centered manner
• Demonstrated experience building strong partnerships across academic, research, and administrative units and serving as an effective, outward-facing IT leader
• 7 or more years of progressive experience in customer experience as well as experience leading customer understanding initiatives and executing customer experience improvement action plans within a complex organization
• Proven ability to lead change in a decentralized environment

Salary Range

Commensurate with Experience