Deputy Chief Agency Experience Officer

[Department of Administration Logo] 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, Montanahere. We invite you to consider joining us at the State of Montana Department of Administration As a customer service–focused 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 customer‑driven solutions that benefit all Montanans. The State Information Technology Services Division's (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 supported. In addition, our employees have the opportunity to be involved in some of the most exciting and innovative IT projects and initiatives in development within Montana state government. 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 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 customer‑centric, data‑driven, and aligned with Montana’s 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, 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: * 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 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. * 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 yourresume 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?/ Lookhereto 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. Lookhereto 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,https://www.e-verify.gov/\. · In 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. Title: Deputy Chief Agency Experience Officer Location: Helena Requisition ID: 26142441