User Experience Strategist

University of North Florida Alumni Association•Jacksonville, FL

12d•$70,000

About The Position

Reporting to the Director of Operational Excellence and Continuous Improvement, this position will play a pivotal role in advancing UNF’s operational excellence by embedding user-centered design principles into continuous improvement initiatives. This role supports data collection, synthesizes insights, and collaborates across departments to enhance the experience of students, faculty, and staff through data-informed process and service improvements.

Requirements

Master's or Bachelor's degree and 2+ years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219.
Experience in user-centered design, UX/CX research, service design, or process improvement is required
Proficiency in research tools and platforms such as Qualtrics.
Strong storytelling and communication skills with the ability to inspire diverse stakeholders.
Strong analytical and problem-solving skills with the ability to ask the right questions and dig into complex issues.
Experience working in cross-functional teams and managing multiple priorities.

Nice To Haves

Experience in higher education or public sector environments.
Experience in service design, user research, operational improvement, or continuous improvement.
Familiarity with using AI tools for analysis and reporting.
Strong communication and facilitation skills.
A mindset that values balanced listening (user voices, department perspectives, and system data).

Responsibilities

Lead user-centered project improvement initiatives to uncover pain points, needs, and opportunities across academic, administrative, and support areas and workflows.
Design and execute multi-channel feedback and data collection efforts such as interviews, surveys, focus groups, quantitative analysis, etc.
Assist in UX research with faculty partners.
Advocate for the voice of the user in all phases of process design, technology deployment, and service enhancement.
Effectively manage multiple projects, meet deadlines, and communicate progress to stakeholders.
Stay current on user-centered/UX/human-focused trends and tools and introduce innovative methods to elevate the quality and impact of operational excellence and design efforts.
Organize and analyze qualitative and quantitative feedback.
Apply techniques such as basic statistical analysis, segmentation, and root cause analysis.
Contribute to triangulation of data sources and linking insights to actionable insights, outcomes, and KPIs.
Translate insights into actionable recommendations that inform process redesign, technology enhancements, and service delivery improvements.
Monitor and analyze feedback loops, usage data, and performance metrics to evaluate the effectiveness of implemented changes.
Design a repeatable, sustainable process for executing operational excellence projects with campus partners.
Build relationships by creating trust with campus partners/users through setting expectations on process/deliverables.
Use various communication techniques and prepare materials to showcase work and share insights with rationale and storytelling.
Actively seek and use ideas and feedback to strategically guide delivery.
Support collaboration cross-functionally with IT, administrative operations, academic departments, and student services to align experience improvements with university strategic goals.
Support the facilitation of workshops to help build a culture of data-informed decision-making.
Support recruitment and facilitation of student-led focus groups and surveys.
Supervises student workers involved in experiential roles (e.g., secret shoppers, data analysts).