Director, Customer Experience

University of North Texas System; Denton (TX); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is looking for a Director of Customer Experience to lead the Welcome Center at a vibrant university. This role involves developing and managing a welcoming environment for visitors, overseeing staff, and ensuring exceptional service during admissions events. The ideal candidate will possess strong communication skills and a passion for customer service, contributing to the university's mission of transforming lives through education. Join a dedicated team that values curiosity, innovation, and excellence in creating memorable experiences for prospective students and their families.

Qualifications

• Bachelor's degree with five years of professional customer experience required.
• Strong communication and relationship-building skills essential.

Responsibilities

• Supervise staff for the Welcome Center and manage visitor experience.
• Develop strategic goals for admissions events and visitor engagement.

Skills

Customer Service Excellence

Written and Oral Communication

Presentation Skills

Supervision and Training

Relationship Building

Microsoft Office

Education

Bachelor's Degree

Master's Degree

Tools

Personal Computer

Microsoft Office

Job description

Title: Director, Customer Experience

Employee Classification: Dir Customer Experience

Campus: University of North Texas

Division: UNT-Enrollment Management

SubDivision-Department: UNT-Admissions

Department: UNT-Admissions-Gen-164500

Job Location: Denton

Salary: Commensurate with Experience

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview:

Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and the University of North Texas Health Science Center at Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year.

We are one team comprised of individuals who are committed to excellence, curiosity, and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where we care about each other and those we serve. We believe that we are better together because we foster an environment of respect, belonging, and access for all. We demonstrate courageous integrity through setting exceptional standards and acting in the best interest of our communities. We are encouraged to be curious about opportunities for learning, creating, discovering, and innovating, and to learn from failure. Show your fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team.

Department Summary

The Office of Admissions is a vital contributor to the enrollment success at the University of North Texas through student outreach, recruitment endeavors, and a commitment to providing personalized assistance to students throughout the college application and admissions process.

Position Overview

The Office of Admissions at the University of North Texas is seeking to hire a Director, Visitor Experience to develop, coordinate, and manage the overall visitor experience associated with the Welcome Center, under the direction of the Associate Vice President of Enrollment.

This position is responsible for the assessment, development, and delivery of training for the optimal visitor experience and will oversee all aspects of the Eagle Ambassador (tour guide) program and personnel. Work involves, but is not limited to providing vision, leadership, and training with emphasis on customer service excellence, professionalism, and UNT pride.

Minimum Qualifications

Bachelor's degree with five years of professional customer experience; or any equivalent combination of education, training, and experience.

Knowledge, Skills and Abilities

• Knowledge of University admissions standards, policies, and procedures, and special admissions procedures or ability to quickly assimilate knowledge of university curriculum and academic policies and procedures, and of the training and qualifications needed to perform university academic work satisfactorily.
• Strong written and oral communications skills and strong presentation and counseling skills.
• Ability to establish and maintain effective working relationships with other employees and students and parents from a diverse population.
• Ability to supervise, train, and plan work of subordinates.
• Ability to work independently or as a member of a team.
• Skill in the use of a personal computer, Microsoft Office and/or other software.
• Knowledge of safety and security precautions appropriate to work performed.

Preferred Qualifications

Master's degree

Required License/Registration/Certifications

Driver's License

Job Duties:

• Supervise professional and support staff for the Welcome Center, including hiring and selection, work assignment, performance evaluation, personnel and disciplinary actions, and scheduling and leave approval; also, in collaboration with Admissions events, organize personnel to help support Admissions events.
• Develop and implement strategic goals and objectives for the Welcome Center. Help orchestrate a welcoming environment for Admissions events that are aligned with the goals and objectives of the department, division, and the university.
• Conceptualize, plan, and direct the in-person and virtual visitor experience.
• Collaborate with internal and external stakeholders to ensure a total, well-rounded visitor experience.
• Provide oversight of Eagle Ambassador selection and the development and implementation of training programs.
• Provide oversight of graduate assistants selected for graduate tours and group tour management, as well as the training, development, and implementation of both programs. In addition, provide support for Admissions events.
• Partner with University Brand Strategy and Communications (UBSC) to ensure all tour materials are current, effective, and properly branded.
• Lead a cross-divisional tours team comprised of representatives from each academic college, designed to increase collaboration with campus and college-specific tours.
• Provide visitor experience and manage building operations for the Welcome Center.

Work Schedule:

Monday - Friday, 8:00am - 5:00pm; occasional overtime and weekends

Driving University Vehicle:

No

Security Sensitive:

This is a Security Sensitive Position.

Special Instructions:

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted.

Benefits:

For information regarding our Benefits, click here.

EEO Statement:

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status in its application, employment practices and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.