Chief Digital Experience & Engagement Officer - Remote in CA

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Department Overview
The Information Technology (IT) Department is a security first organization. We deliver data and technology services and, through collaboration with partners, transform the role of Information Technology to advance the University of California (UC) mission. We maintain an innovative, inclusive, and supportive work environment.

Position Summary
Reporting to the CIO of the University of California Office of the President (UCOP) Information Technology Services (ITS) department, Chief Digital and Engagement Officer is a senior member of the ITS leadership team. This role oversees a wide portfolio that includes user experience design and the strategic development of both current and future digital customer-facing communications and marketing media assets. Additionally, the role directs various virtual, hybrid, and in-person engagement initiatives, including conferences, training programs, and events. This role is instrumental in overseeing the strategic direction and operations of the digital experience for the Information Technology Services (ITS) department's customers and users across UCOP and the UC System. Responsibilities include directing a broad range of complex functions such as strategic communication, IT product and service marketing, digital experience, and user-centered design, as well as managing events and engagement initiatives across multiple functional disciplines that critically impact the ITS organization, UCOP, and the UC System (including campuses and health services). The role carries significant responsibility for formulating and administering programs, managing a complex array of human, financial, and operational functions with a very high degree of autonomy. Through subordinate managers, it oversees the accountability and stewardship of department resources and the development of initiatives, processes, and procedures to advance the organizational vision and strategic plans. The Chief Digital Experience and Engagement Officer may also participate in or lead the establishment of system-wide practices or standards for this function. Leveraging strong leadership qualities, the individual navigates uncertainty and complexity, establishes priorities and structures, fosters relationships, and serves as a trusted partner in establishing a positive, educational, and friendly digital experience for customers.

Key Responsibilities
30% Leadership, Collaboration, Communication: In close collaboration with ITS executive leadership, the CIO, the Vice President of Information Technology, and system-wide stakeholders, the Chief Digital Experience and Engagement Officer oversees the communication and marketing strategy of ITS's digital products and services. The incumbent leads the development and implementation of a comprehensive UC IT marketing and communications strategy that aligns with the overall department goals and elevates brand awareness. The candidate is adept at leading and driving effective interactions, developing strategic narratives, and communicating across various channels related to enterprise digital initiatives across ITS and UCOP. The Executive Director exhibits a highly strategic mindset, a hands-on understanding of modern software platforms, technology infrastructure, and enterprise data management, complemented by a collaborative approach. They foster collaborative relationships with ITS leaders to optimize the organizational digital experience, communication, and marketing priorities. They cultivate strong relationships with variety of stakeholders within UCOP, vendors, and the broader UC system-wide technology community across all UC locations. Furthermore, the Executive Director collaborates closely with internal and external departments, partnering with program leaders to execute IT programs and projects. They ensure accountability for the overall quality of digital experiences through communications, marketing, and engagement. The role utilizes a wide variety of communications such as Technology Delivery Services (TDS) divisional strategic annual report, security progress reports, and other pertinent updates, announcements, or news. The position proactively engages and collaborates with the marketing and communication systemwide leaders. Activities include convening a group of design and digital communications leaders across UC system, initiating, facilitating, and chairing workgroups or taskforces to collectively drive systemwide change and positively impact the UC mission.

30% Program Development, Project Management, Execution: The Chief Digital Experience and Engagement Officer is responsible for the development and lifecycle management of strategic communications, digital marketing, and customer experience tools and programs. This role requires demonstrating a successful track record of delivering innovative digital strategies and solutions within a complex enterprise environment filled with numerous stakeholders. Additionally, the Executive Director is charged with expanding ITS's digital presence both internally and externally. This encompasses overseeing social media, digital marketing, content development and management, production, and engagement initiatives. The role also includes the development of marketing goals, plans, and strategies, which involve identifying and targeting key markets. The role involves balancing and prioritizing the needs of all key internal and external customers while aligning resources towards the project management and execution of the most impactful activities. The position is crucial in building and maintaining the communication roadmap, driving the digital customer experience through collaborative project execution, and continuously refining and achieving key digital communication strategic priorities. This includes launching new initiatives and optimizing existing ones. The role helps create a strong community of UC Tech across the entire UC system through thought leadership, collaborative engagement, and event management. They oversee the development and execution of engaging and impactful events, conferences, and webinars. They develop and manage stakeholder learning and development programs to strengthen UC digital competency. Engagement activities include working with IT staff systemwide through a variety of means such as UC Tech Slack, Blog, UC Tech events, UC IT leaders development programs. Events include systemwide UC tech conference, UC Security conference, systemwide Risk Management Program, and UC IT Leadership Academy Program.

20% Supervision: The Chief Digital Experience and Engagement Officer directs and strategically manages the digital experience unit, overseeing professional and management staff FTEs, budget, vendor/contract processes, and relationships. Leads a team of digital experience, communications, marketing, and customer engagement professionals. Provides guidance, mentoring, and dynamic leadership to a diverse team within ITS and across the system, focusing on advancing the digital experience. Sets clear role expectations and prioritizes assignments for team members while maintaining an effective and collaborative team environment. Additionally, the role includes mentoring, developing talent, directing team activities, and partnering with cross-functional teams.

20% User Experience Design: The Chief Digital Experience and Engagement Officer develops and sustains a robust digital customer experience and marketing strategy. Leads and assimilates user research findings, integrating inputs from internal and external sources to build a cohesive, long-term strategic vision and roadmap for digital experience. They provide expertise in User Experience (UX) mapping and digital design to optimize customer-centric digital experiences across various platforms. The role ensures customer experience is a core value and strategic priority across the entire organization. Designs and fosters UC IT engagement programs that creates and promotes long-term relationships. Cultivates a strong customer advocacy program that focuses on increased customer satisfaction. Champions the design and optimization of a user-friendly and engaging digital experience across all platforms. Utilizes data and customer feedback to continuously improve the customer experience and measure program effectiveness. Works collaboratively with all the IT units to find alignment points in customer experience, brand experience, and integrated marketing, and drive collaboration to enhance customer experience via digital platforms. Cultivates a spirit of shared success in horizontal collaborations, ensuring that digital roadmaps become critical enablers of overarching strategies and goals. This position plays a critical leadership role in engaging, influencing, and supporting the communications and marketing efforts of the UC User Experience community across the entire system.

Experience
Required Qualifications
Min 10 years of experience in strategic communication, digital marketing, managing digital multi-platform content creation, social media management, and/or product management in information technology organizations.
Min 5 years of managerial experience in a senior leadership role.

Preferred Qualifications
Min 5 years of experience in higher education digital communication and user experience design.

Skills and Abilities
Required Qualifications
Demonstrated leadership experience in an executive role, with a proven track record of leading initiatives across multiple units, departments, and system-wide locations.
Expert management and supervisory capabilities in managing technical and creative staff with the ability to articulate vision and expectations.
Demonstrated skills in employee supervision and performance management.
Ability to foster open communication, delegate tasks, and motivate others to achieve objectives.
Demonstrated experience in building and leading high-performing teams.
Ability to function seamlessly as a collaborative team member, contributing to collective goals and success.
Demonstrated advanced strategic thinking and problem-solving abilities.
Proven track record of developing and implementing successful customer-centric strategies.
Demonstrated advanced interpersonal skills, foster excellent communication and collaboration skills at all organizational levels.
Service-oriented mindset with strong critical thinking skills.
Advanced ability to articulate complex ideas or information effectively, both verbally and in writing, ensuring clarity and conciseness.
Thorough knowledge of technical concepts and operating principles of software, computer hardware, data communications, infrastructure, and vendor IT products, essential for strategic communication planning, technology product marketing assessment, and providing direction.
Demonstrated expertise leading and managing a portfolio of projects and initiatives across diverse functional units, emphasizing quality, professionalism, and outstanding client service.
Strong understanding of User Experience (UX) design principles, strategic communication, and marketing practices, policies, and systems, demonstrating expert knowledge in these fields.
Proficient in visual design, industrial design, interaction design and similar methodologies.
Strong understanding of marketing, communications, event management, and digital experience design.
Experienced in overseeing and organizing large events, including conferences, business meetings, trainings, and other large-scale special occasions.
Experience building out customer learning and development programs.
Strong data-driven decision-making skills with a focus on customer insights.
Experience with creative tools such as Canva, the Adobe Creative Suite, as well as project management software like Asana or similar products.

Preferred Qualifications
Demonstrated expertise in utilizing design thinking and user experience design methodologies to clearly understand the needs and concerns of the user groups within the organization and apply knowledge to better meet those needs.

Education
Required Qualifications
Bachelor's degree in related area and / or equivalent experience / training.

Preferred Qualifications
Advanced degree in Communication, Marketing, Information Systems, Business, or related area.

Job Title
Business System Analysis Manager 2

Job Code
000655

Salary Grade
Grade 27

Payscale:
$180,000 - $207,000

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

Benefits: For information on the comprehensive benefits package offered by the University visit:Benefits of Belonging

ADDITIONAL INFORMATION
California residents, or those willing to relocate*, who wish to work onsite, hybrid, or remote, will be considered.
*Some relocation assistance may be available if moving to CA for this position within a reasonable timeframe.
Not eligible for Visa transfer or sponsorship.

HOW TO APPLY
Please be prepared to attach a cover letter and resume with your application.

APPLICATION REVIEW DATE
The first review date for this job is(8/14/2024).The position will be open until filled.

CONDITIONS OF EMPLOYMENT
Background Check Process: Successful completion of a background check is required for this critical position.Background check process at UCOP

Smoke Free Work Environment: The University of California, Office of the President, is smoke &tobacco-free as of January 1, 2014.UC Smoke & Tobacco Free Policy

As a condition of employment, you will be required to comply with the University of CaliforniaPolicy on Vaccination Programs, as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

EEO STATEMENT
The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20. For the University of California's Anti-Discrimination Policy, please visit:https://policy.ucop.edu/doc/1001004/Anti-Discrimination.

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