What are the responsibilities and job description for the Customer Experience Architect position at University of California - San Francisco?
Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., are currently subject to negotiation with the appropriate union.
The Customer Experience Architect plays a pivotal role in the strategic alignment and optimization of all end user-facing technologies, ensuring a seamless, stable, and intuitive experience across endpoints. This expert-level position requires a sophisticated understanding of both technology infrastructure and the human factors that drive user satisfaction. The Customer Experience Architect leads the design, integration, and continuous improvement of endpoint solutions-such as desktop environments, security applications, and remote access tools-by collaborating with cross-functional teams and senior leadership to ensure technology decisions are guided by a holistic, user-centered strategy. This role helps shape and advance the organization's approach to endpoint management, ensuring that technology deployments consistently support the evolving needs of a diverse user community.
In this role, the Customer Experience Architect architects and implements processes that enhance end user stability, streamline technology adoption, and drive measurable improvements in customer experience. The Customer Experience Architect analyzes complex business and technical requirements, develops and enforces high-level standards for endpoint technologies, and champions process architecture and improvement initiatives. By mentoring technical teams and fostering a culture of innovation, the Customer Experience Architect ensures that the organization's endpoint strategy is robust, scalable, and aligned with broader organizational goals.
Through these efforts, the Customer Experience Architect will have a direct, positive impact on UCSF's operations by increasing efficiency, reducing technology-related disruptions, and empowering staff to focus on their core missions. Additionally, this role will help cultivate a collaborative and inclusive culture, where technology serves as an enabler of excellence, innovation, and a positive workplace experience for all.
Required Qualifications:
- Bachelor's degree in one of the following fields: Computer Science, Information Technology, Information Systems, Electrical Engineering, Computer Engineering, Interaction Design, Business Administration, or equivalent experience
- 7 years of experience in one or more of the following fields: IT Service Management (ITSM) and user support, enterprise architecture or solution architecture, End User Computing (EUC) / endpoint management, Human-Computer Interaction (HCI) or User Experience (UX) design, IT security and compliance, etc.
- Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate or equivalent experience
- Deep knowledge of end-user computing (EUC), endpoint management, and user-facing technology environments (Windows, macOS, iOS, Android, VDI, etc.).
- Expertise in endpoint security, compliance, and governance frameworks relevant to healthcare and higher education (e.g., HIPAA, FERPA, GDPR).
- Advanced understanding of device management platforms (e.g., Microsoft Endpoint Manager/Intune, Jamf, SCCM, Workspace ONE) and related automation tools.
- Demonstrated experience designing, implementing, and optimizing enterprise-wide endpoint architectures and user experience strategies.
- Knowledge of IT service management (ITSM) frameworks and tools (e.g., ITIL, ServiceNow) and their application to end-user support and process improvement.
- Experience integrating user-centered design principles, human-computer interaction (HCI), and accessibility standards into technology solutions.
- Familiarity with software deployment, patch management, and application virtualization technologies.
- Ability to analyze, interpret, and apply regulatory, policy, and security requirements to endpoint environments.
- Demonstrated ability to evaluate, recommend, and implement new endpoint technologies and platforms to meet evolving business and user needs.
- Experience developing technology roadmaps, standards, and guidelines for endpoint management and user experience.
- Extensive problem-solving skills; ability to uncover root causes of complex problems and scope solutions based on available resources, timelines, and organizational vision.
- Advanced experience creating presentation materials, generating reports, and presenting to appropriate stakeholders, including executive leadership. Ability to explain advanced concepts to engineers, peers, and leadership.
- Effective communication and interpersonal skills, including the ability to communicate technical information to technical and non-technical personnel at various levels in the University. Advanced ability to collaborate across a large, diverse organization.
- Advanced experience working in a project-based environment, including the ability to report on project status, evaluate project risks, and escalate project issues. Experience with risk analysis frameworks. Knowledge of information management.
- Strong organizational skills; able to manage multiple priorities and concurrent projects in a dynamic environment.
- Ability to mentor and guide technical teams in customer experience best practices and endpoint architecture.
- Experience with process reengineering, automation, and continuous improvement initiatives related to end-user technology.
- Familiarity with IT budgeting, business case development, and service management practices.
- Ability to inspire creativity in others and advise teams on industry-leading practices, such as the incorporation of new technologies or processes. Experience leading in an ever-changing, fast-paced environment.
License/Certification:
- Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate or equivalent experience
Preferred Qualifications:
- 10 years of experience in one or more of the following fields: IT Service Management (ITSM) and user support, enterprise architecture or solution architecture, End User Computing (EUC) / endpoint management, Human-Computer Interaction (HCI) or User Experience (UX) design, IT security and compliance, etc.
- Experience in complex higher education and/or healthcare environments
- Advanced degree in one of the following fields: Computer Science, Information Technology, Information Systems, Electrical Engineering, Computer Engineering, Interaction Design, Business Administration, or a related field
- Certifications:
- Certified Information Systems Security Professional (CISSP)
- ITIL Foundation or ITIL Intermediate/Expert
- Certified Information Systems Auditor (CISA)
- Certified Enterprise Architect (e.g., TOGAF Certification)
- CompTIA A or CompTIA Advanced Security Practitioner (CASP )
- Certified Professional in Human-Computer Interaction (CPHCI) or UX Certification (e.g., Nielsen Norman Group UX Certification)
- Certified Customer Experience Professional (CCXP)
About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
Salary Information
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
Required Qualifications:
- Bachelor's degree in one of the following fields: Computer Science, Information Technology, Information Systems, Electrical Engineering, Computer Engineering, Interaction Design, Business Administration, or equivalent experience
- 7 years of experience in one or more of the following fields: IT Service Management (ITSM) and user support, enterprise architecture or solution architecture, End User Computing (EUC) / endpoint management, Human-Computer Interaction (HCI) or User Experience (UX) design, IT security and compliance, etc.
- Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate or equivalent experience
- Deep knowledge of end-user computing (EUC), endpoint management, and user-facing technology environments (Windows, macOS, iOS, Android, VDI, etc.).
- Expertise in endpoint security, compliance, and governance frameworks relevant to healthcare and higher education (e.g., HIPAA, FERPA, GDPR).
- Advanced understanding of device management platforms (e.g., Microsoft Endpoint Manager/Intune, Jamf, SCCM, Workspace ONE) and related automation tools.
- Demonstrated experience designing, implementing, and optimizing enterprise-wide endpoint architectures and user experience strategies.
- Knowledge of IT service management (ITSM) frameworks and tools (e.g., ITIL, ServiceNow) and their application to end-user support and process improvement.
- Experience integrating user-centered design principles, human-computer interaction (HCI), and accessibility standards into technology solutions.
- Familiarity with software deployment, patch management, and application virtualization technologies.
- Ability to analyze, interpret, and apply regulatory, policy, and security requirements to endpoint environments.
- Demonstrated ability to evaluate, recommend, and implement new endpoint technologies and platforms to meet evolving business and user needs.
- Experience developing technology roadmaps, standards, and guidelines for endpoint management and user experience.
- Extensive problem-solving skills; ability to uncover root causes of complex problems and scope solutions based on available resources, timelines, and organizational vision.
- Advanced experience creating presentation materials, generating reports, and presenting to appropriate stakeholders, including executive leadership. Ability to explain advanced concepts to engineers, peers, and leadership.
- Effective communication and interpersonal skills, including the ability to communicate technical information to technical and non-technical personnel at various levels in the University. Advanced ability to collaborate across a large, diverse organization.
- Advanced experience working in a project-based environment, including the ability to report on project status, evaluate project risks, and escalate project issues. Experience with risk analysis frameworks. Knowledge of information management.
- Strong organizational skills; able to manage multiple priorities and concurrent projects in a dynamic environment.
- Ability to mentor and guide technical teams in customer experience best practices and endpoint architecture.
- Experience with process reengineering, automation, and continuous improvement initiatives related to end-user technology.
- Familiarity with IT budgeting, business case development, and service management practices.
- Ability to inspire creativity in others and advise teams on industry-leading practices, such as the incorporation of new technologies or processes. Experience leading in an ever-changing, fast-paced environment.
License/Certification:
- Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate or equivalent experience
Preferred Qualifications:
- 10 years of experience in one or more of the following fields: IT Service Management (ITSM) and user support, enterprise architecture or solution architecture, End User Computing (EUC) / endpoint management, Human-Computer Interaction (HCI) or User Experience (UX) design, IT security and compliance, etc.
- Experience in complex higher education and/or healthcare environments
- Advanced degree in one of the following fields: Computer Science, Information Technology, Information Systems, Electrical Engineering, Computer Engineering, Interaction Design, Business Administration, or a related field
- Certifications:
- Certified Information Systems Security Professional (CISSP)
- ITIL Foundation or ITIL Intermediate/Expert
- Certified Information Systems Auditor (CISA)
- Certified Enterprise Architect (e.g., TOGAF Certification)
- CompTIA A or CompTIA Advanced Security Practitioner (CASP )
- Certified Professional in Human-Computer Interaction (CPHCI) or UX Certification (e.g., Nielsen Norman Group UX Certification)
- Certified Customer Experience Professional (CCXP)
Equal Employment Opportunity: The University of California San Francisco 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, age, protected veteran or disabled status, or genetic information.