Deputy Chief Agency Experience Officer

State of Montana•Helena, MT

6d•Hybrid

About The Position

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.

Requirements

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.
Deep expertise in customer experience, journey mapping, service design, and human-centered design, with a track record leading customer experience transformation in complex organizations.
Strong knowledge of IT service delivery operations, ITIL or similar frameworks, and experience managing help desk, support, or IT service organizations.
Ability to define and execute a clear vision for agency experience, backed by strong skills in measurement, analytics, and data-driven decision-making.
Proven ability to work across organizational boundaries, coordinate multi-disciplinary teams, and drive customer-first decisions without always having direct authority.
Demonstrated success leading multi-functional teams, developing leaders, and building high-performing, collaborative, and customer-focused cultures.
Grounding in 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.
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.