Chief Agency Experience Officer

State of Montana • Helena, MT

1d

About The Position

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.
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.

Requirements

• 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.
• Public sector and change leadership: Understanding of government operations and change management principles, with experience guiding organizations through technology adoption and service transformation.

Responsibilities

• Lead the statewide agency experience strategy, ensuring IT services are customer centric, data driven, and aligned with Montana’s digital transformation goals.
• 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 This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees