Career Center

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world. UW is committed to attracting and retaining a diverse staff. Your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UW Information Technology (UW-IT) is the central IT organization for the University of Washington, providing critical technology support to all three campuses, UW medical centers and global research operations. This includes information technology infrastructure and services, administrative systems and information management, networking, telecommunications, data centers, cybersecurity, academic and collaborative applications, accessible technologies, IT customer service, and business continuity. UW-IT collaborates with University partners to advance teaching, learning, innovation and discovery at the UW.

Strategy and Engagement (S&E) is a unique unit within Information Management, a division within UW-IT. S&E provides strategies, communications, engagement and marketing for IM, introducing new and innovative functions and capabilities to our organization to expand and strengthen collaboration and partnerships across the University. S&E surfaces customer needs, challenges and opportunities to inform a holistic view of IM’s data services and solutions which allows for portfolio, resource and service management. We take a forward-thinking approach and use a customer-centric mindset to create beneficial impact and value for our university community.

The Customer Experience & Relationship Manager is a new role reporting to the Director, Strategy & Engagement within UW-IT Information Management (IM) and will serve as the functional lead in creating a formal customer experience and relationship management program. The role will serve as the “IM Ambassador” in advocating for IM’s services and providing a “voice of the customer” within IM. This role and program will inform and support the alignment of IM’s strategy, values and services with our customers’ business needs as we collaborate with partners across all three campuses. In addition, the role will support defining a sustainable strategy for engaging with the campuses and UW Medicine.

REQUIREMENTS

Bachelor’s degree in Business administration, Management, Communications or related field or experience

Minimum of 5 years of progressively more experience in:

Serving as a liaison between Information Technology and UW business; the ability to comprehend and translate both business needs and technical solutions with UW staff and IT staff

Defining and advocating for technical products, services or solutions at UW

Technical program management experience or equivalent at UW

Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities

DESIRED

Creating and implementing a community engagement, customer experience program or equivalent at UW

Experience serving UW tri-campus and UW Medicine and/or other R1 university

Solid commitment to customer engagement

Strong and effective decision-making skills based on analysis, experience, wisdom and judgment

Strong project direction, communication and execution skills

Ability to negotiate and drive effective decision-making with diverse audiences

Strong communication skills and the ability to influence

Effective change management skills

Experience in service and portfolio management

Ability to work independently and with minimal supervision, “own the program”

ITIL or other service management equivalent

Experience with end-to-end Data Warehousing, Business Intelligence and data integration solutions

IT background with experience across the systems development life cycle with experience in all program/project phases:  plan, initiate, elaborate, design, prototype, build, test, deploy.

Demonstrated advanced soft skills, including tolerance for ambiguity, ability to earn the trust of stakeholders, ability to motivate team members, tenacious problem ownership, the ability to deliver bad news gracefully, and a dedication to customer advocacy.

Proficiency in ServiceNow, Zoho and JIRA or similar project tracking/issue tracking and CRM tools

Proficiency in learning management service (LMS), Adobe, Canva or other training and marketing tools

CONDITIONS OF EMPLOYMENT
Work in an hybrid open office environment

Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.