Deputy Chief Agency Officer

Job Description - Deputy Chief Agency Experience Officer )

Position Title:

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 .

As a customer service–focused organization, we provide centralized services, specialized support, and practical solutions to state agencies, boards, and commissions, as well as local governments across Montana. Our vision is to transform how government services are delivered and accessed, serving state government with effective, efficient, and customer‑driven solutions that benefit all Montanans.

The State Information Technology Services Division's (SITSD) mission is 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 insome of the most exciting and innovative ITprojects and initiatives in development within Montana state government.

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 and serves as a key advisor on how IT decisions play out across state government, so proven experience leading technology in a government or public sector setting is essential.

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.

Lead the statewide agency experience strategy, ensuring IT services are customer‑centric, data‑driven, and aligned with Montana’s digital transformation goals.

Serve as a trusted advisor to the Chief Agency Experience & Success Officer as well as the State CIO on agency operations and relationships.

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.

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

Government IT leadership:
Proven experience in a senior IT leadership role within government or the public sector, with a working knowledge of how agencies operate — budgeting and…