Chief Agency Experience Officer (26140785) 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.

Key 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.

Qualifications

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 multidisciplinary 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.

Other Important Information

This position requires the successful completion of a criminal background check.

Only online applications are accepted. By applying online, you are able to receive updates and monitor the status of your application.

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: Not Applicable.

Salary: $130,000.00 - $135,000.00 yearly. Telework Eligibility: Telework Eligible (full‑time telework is not available; a telework schedule must be supervisor‑approved). Benefits Package Eligibility: Health Insurance, Paid Leave & Holidays, Retirement Plan.

Number of Openings: 1. Employee Status: Regular. Schedule: Full‑Time. Job Type: Standard. Shift: Day. Travel: No.

Primary Location: Helena, Agency: Department of Administration. Union: None.

Posting Date: Mar 20, 2026. Closing Date: Apr 3, 2026.

Required Application Materials: Cover Letter, Resume.

Contact Name: Chris Bacon | Contact Email: cbacon@mt.gov | Contact Phone: 406.444.4605

The State of Montana has a decentralized human resources (HR) system. Each agency is responsible for its own recruitment and selection. Anyone who needs a reasonable accommodation in the application or hiring process should contact the agency's 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.

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