Deputy Chief Agency Experience Officer

Taleo; Helena (MT); Hybrid; USD 128,000 - 133,000; Full time

Benefits offered by this job

Health Insurance

Paid Vacation and Sick Leave

Public Service Loan Forgiveness

Job summary

State of Montana Department of Administration seeks a Deputy Chief Agency Experience Officer to lead agency experience, customer success, and IT service delivery across Montana state agencies. This executive role reports to the State CIO and drives digital transformation with a customer‑centric focus.

You will oversee Customer Success, agency‑embedded IT leaders, and the Helpdesk, shape end‑to‑end journeys, implement service design, SLAs, and data‑driven improvements while guiding change in a

Qualifications

• Government IT leadership experience in public sector settings.
• Expertise in customer experience, journey mapping, and service design.
• Strong IT service delivery knowledge and ITIL-like frameworks.

Responsibilities

• Lead statewide agency experience strategy aligning IT services with digital goals.
• Advise CIO on agency operations and relationships.
• Oversee Customer Success, agency‑embedded IT leaders, and Helpdesk operations.
• Design end‑to‑end agency journeys using feedback and metrics.
• Champion service design and automation to improve user experience.
• Set and monitor SLAs, escalation paths, and dashboards for accountability.

Skills

Govt IT leadership

Agency CX leadership

IT service management

Strategic analytics

Cross‑functional influence

People leadership

Change management

Job description

Job Description - Deputy Chief Agency Experience Officer (26142441)

Position Title:

Deputy Chief Agency Experience Officer - ( 26142441 )

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 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 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, 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 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:

• Work/life Balance
• Health Coverage
• Paid Vacation and Sick Leave and Holidays
• 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, 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.

Applicant Pool Statement : If another department vacancy occurs in this job title within six months, the same applicant pool may be used for the selection. Training Assignment : This agency may use a training assignment. Employees in training assignments may be paid below the base pay established by the agency pay rules. Conditions of the training assignment will be stated in writing at the time of hire.

Salary: $

128,000.00 - 133,000.00 Yearly Telework Eligibility : Telework Eligible (Full-time telework is not available. Telework schedule must be supervisor approved.) Benefits Package Eligibility : Health Insurance, Paid Leave & Holidays, Retirement Plan

Required Application Materials : Cover Letter, Resume

Contact Name : Megan M Stearman | Contact Email : [e-mail] | Contact Phone : [phone] 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.