Deputy Chief Agency Officer

Deputy Chief Agency Experience Officer

Why live in Helena, Montana? Helena is surrounded by rolling hills and lofty mountains and is tucked below the Continental Divide. It is a relatively quiet place to call home where small-town living collides with outdoor adventure. Helena has a rich history and was originally founded as a gold camp during the Montana gold rush. Learn more about moving to and/or living in Helena, Montana here.

Why should you keep reading and consider working here? We know you have other work options, but we ask you to consider working with us at the State of Montana Department of Administration in the State Information Technology Services Division (SITSD). Our mission to provide shared IT services to support the needs of the state and citizens of Montana. We offer an innovative and collaborative work environment where employees are valued and supported.

In addition, our employees have the opportunity to be involved in some of the most exciting and innovative IT projects and initiatives in development within Montana state government.

What is this career opportunity? The Deputy Chief Agency Experience Officer is the second-in-command of the Office of Agency Experience and Success, partnering with the Chief Agency Experience Officer to deliver seamless, high-quality IT services to Montana state agencies. The Deputy translates agency-experience strategy into day-to-day execution across Customer Success, agency-embedded IT leaders, and the IT Helpdesk, and acts with full authority on behalf of the Chief Agency Experience Officer when needed.

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

• Work with the Chief Agency Experience Officer to 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 multidisciplinary teams, and drive customer first decisions without always having direct authority.
• Leadership and people development:
  Demonstrated success leading multifunctional 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.)

What can you expect from us in return for your hard work? Look here to see the additional benefits! They include:

• Work/life Balance
• Health Coverage
• Retirement plans
• Paid Vacation and Sick Leave and Holidays
• And more… Public Service Loan Forgiveness (PSLF) – Employment with the State of Montana may qualify you to receive student loan forgiveness under the PSLF. Look here to learn more and see if you may qualify!

The Department of Administration participates in E-Verify to confirm employment eligibility. After accepting a job offer and completing form I-9, your information will be submitted to the Department of Homeland Security and Social Security Administration for verification. For more information about E-Verify, please visit the E-Verify website.

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