What are the responsibilities and job description for the Director, IT Customer Experience position at University at Buffalo?
Aligns IT customer experience strategy with University IT priorities and institutional goals while balancing diverse campus needs, service expectations, and operational constraints. Serves as the single, trusted source for understanding Central IT’s customers and leverages customer insights to achieve continuous improvements. Strong collaboration with IT leadership to embed a shared understanding of customer needs into planning, prioritization, and the coordinated delivery of IT services. Partners closely with distributed IT leadership to coordinate, set shared expectations, and ensure a cohesive, institution-wide customer experience across decentralized environments. Manage departmental budgets, vendor relationships, and resource allocation.
Develops, monitors, and uses customer service metrics, satisfaction data, and assessment outcomes to evaluate service effectiveness and drive continuous improvement.
Provides leadership for the University’s IT customer experience unit, including oversight of multi-channel support services and classroom technologies. Leads, supervises, and develops professional staff and managers through hiring, training, performance management, and recognition. Communicates clearly and effectively with faculty, staff, students, and senior administrators, and works successfully to foster collaboration, trust, and a strong culture of customer service and accountability.