What is this career opportunity?

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.

What are we looking for?

To thrive in this role from day one, you should demonstrate the following skills:

• 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.

Does this sound like you?

Please tell us how and why by submitting your resume and cover letter. (Please Note: You do not need to complete the “work experience” or the “education & certifications” portion of the application process in our recruiting system. You only need to upload the requested documentation.)

Other important information to be aware of:

• 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.