User Experience Strategist

Department

Operational Excellence and Continuous Improvement

Compensation

$70,000.00 to Negotiable Annual

General Description

Reporting to the Director of Operational Excellence and Continuous Improvement, this position will play a pivotal role in advancing UNF’s operational excellence by embedding user-centered design principles into continuous improvement initiatives. This role supports data collection, synthesizes insights, and collaborates across departments to enhance the experience of students, faculty, and staff through data-informed process and service improvements.

Job Description

User Voice Collection & Analysis

Lead user-centered project improvement initiatives to uncover pain points, needs, and opportunities across academic, administrative, and support areas and workflows.

Design and execute multi-channel feedback and data collection efforts such as interviews, surveys, focus groups, quantitative analysis, etc.

Assist in UX research with faculty partners.

Advocate for the voice of the user in all phases of process design, technology deployment, and service enhancement.

Effectively manage multiple projects, meet deadlines, and communicate progress to stakeholders.

Stay current on user-centered / UX / human-focused trends and tools and introduce innovative methods to elevate the quality and impact of operational excellence and design efforts.

Data Synthesis & Insight Generation

Organize and analyze qualitative and quantitative feedback.

Apply techniques such as basic statistical analysis, segmentation, and root cause analysis.

Contribute to triangulation of data sources and linking insights to actionable insights, outcomes, and KPIs.

Translate insights into actionable recommendations that inform process redesign, technology enhancements, and service delivery improvements.

Monitor and analyze feedback loops, usage data, and performance metrics to evaluate the effectiveness of implemented changes.

Teamwork, Collaboration, and Engagement

Design a repeatable, sustainable process for executing operational excellence projects with campus partners.

Build relationships by creating trust with campus partners / users through setting expectations on process / deliverables.

Use various communication techniques and prepare materials to showcase work and share insights with rationale and storytelling.

Actively seek and use ideas and feedback to strategically guide delivery.

Support collaboration cross-functionally with IT, administrative operations, academic departments, and student services to align experience improvements with university strategic goals.

Support the facilitation of workshops to help build a culture of data-informed decision-making.

Support recruitment and facilitation of student-led focus groups and surveys.

Supervision Exercised

Supervises student workers involved in experiential roles (e.g., secret shoppers, data analysts).

Supervision Received

Reports to the Director of Operational Excellence and Continuous Improvement.

Receives general guidance on strategic priorities and project objectives, while exercising independent judgement in the planning and execution of user-centered design activities.

Program Direction and Development

Advises higher management regarding current trends in supporting users in a diverse administrative and academic environment.

Statement of Responsibility for Confidential Data

Adheres to the policies set forth by the University.

Compliance

Background Check

This position requires a background check. In conjunction with the University’s policy, this position may also require a credit check.

Responsible Employee

The holder of this position is designated as a “Responsible Employee” pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student,

employee, contractor, or visitor to the University’s Title IX Administrator or any divisional Title IX Coordinator.

Required Qualifications

Master's or Bachelor's degree and 2+ years of relevant experience, or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219.

Department Requirements

Experience in user-centered design, UX / CX research, service design, or process improvement is required

Proficiency in research tools and platforms such as Qualtrics.

Strong storytelling and communication skills with the ability to inspire diverse stakeholders.

Strong analytical and problem-solving skills with the ability to ask the right questions and dig into complex issues.

Experience working in cross-functional teams and managing multiple priorities.

Preferred Qualifications

Experience in higher education or public sector environments.

Experience in service design, user research, operational improvement, or continuous improvement.

Familiarity with using AI tools for analysis and reporting.

Strong communication and facilitation skills.

A mindset that values balanced listening (user voices, department perspectives, and system data).

Statement(s) of Understanding

This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.

The holder of this position is designated as a “Responsible Employee” pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University’s Title IX Administrator or any divisional Title IX Coordinator

Equal Opportunity

The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.

Carnegie

UNF is a Carnegie Community Engaged Institution. This designation celebrates the University’s collaboration with community partners from the local to the global level. It reflects UNF’s mission to contribute to the public good and prepare educated, engaged citizens.