ACIO for Customer Experience & Artificial Intelligence

Department: Information Services
Appointment Type and Duration: Regular, Ongoing
Salary: $136,400 - $181,000 per year
Compensation Band: OS-OA13-Fiscal Year 2023-2024
FTE: 1.0

Hybrid eligible

Application Review Begins

July 9, 2024; position open until filled

Special Instructions to Applicants

To ensure consideration, please include the following with your online application:
1) A current resume or CV;
2) A cover letter that demonstrates your relevant skills and experience, what is meaningful to you about the role, and any transferable skills, accomplishments, and other qualities you would bring.

Department Summary

Information Services (IS) is the central information technology organization at the University of Oregon, delivering a broad range of technology and services to the University. IS consists of four major functional areas, each led by a direct report to the VP-CIO: Customer Experience and Artificial Intelligence, which serves as the key contact point for interactions with campus clients and customers; Enterprise Solutions, which manages and supports applications, integration services, identity management and data management; Information Security, which helps protect virtual or physical information; and Technology Infrastructure, which provides engineering and support for research IT services and high-performance computing, networking, compute, storage, voice, data centers, audio-visual and classroom technologies, and UO staff supporting Link Oregon, Oregon’s state-wide research and education network.

Established in 1876, the University of Oregon offers a breadth and depth of curricula with more than 270 academic programs and provides the opportunity to work at a respected research university with a strong holistic, liberal arts foundation. The UO also has a history of political and social involvement that embraces diverse beliefs, cultures, and values, and it is committed to environmental responsibility.

The university is also proud of the Phil and Penny Knight Campus for Accelerating Scientific Impact, an initiative specifically designed to fast-track scientific discoveries and the process of turning those discoveries into innovations that improve the quality of life for people in Oregon, the nation and beyond. Information Services collaborates with Research and Innovation and our schools and colleges to support the research, teaching, and learning mission of the university.

Eugene is the home of the University of Oregon. Located in the lush Willamette Valley, Eugene is well-known for outdoor pursuits like running, cycling, rafting, and fishing, as well as arts, music, crafts, brewing, wine-making, and community-supported agriculture. With branches in Portland and on the Oregon coast, the UO is deeply connected to Oregon's natural and cultural treasures.

Position Summary

Reporting to the Vice President and Chief Information Officer, the Associate Chief Information Officer (ACIO) for Customer Experience (CX) and Artificial Intelligence (AI) will play a pivotal role in shaping the future of our IT organization, driving transformative initiatives, and ensuring alignment with broader university objectives. The ACIO for CX and AI provides leadership and direction to teams responsible for User Support Services, IT Service Management, the IT Project and Program Management Office, and IT Communications and Marketing, and serves as the central point of leadership in Information Services for Artificial Intelligence at the University of Oregon.

The ACIO for CX and AI will collaborate closely with senior leaders, and champion initiatives to enhance operational effectiveness, service delivery excellence, strategic communications efforts, and cultivate customer relationships and engagement. They will play a key role in fostering collaboration and optimizing performance across Information Services for a seamless, consistent, and high-quality delivery of customer service; streamlining project and program management processes for IT governance; developing IT communications and marketing campaigns; and enhancing IS’ reputation for excellence in customer experience.

The ACIO for CX and AI will also serve as the central point of leadership in Information Services for Artificial Intelligence at the University of Oregon. The ACIO for CX and AI will work in partnership with the university’s executive/senior leaders (SVPs, VPs, Provost, VPRI, Deans) and Information Services’ executive leadership team to develop and execute a comprehensive AI strategy and roadmap in alignment with the university’s strategic plan to meet academic, research and administrative priorities. Essential to the role