Customer Experience Architect

Customer Experience Architect

IT Customer Service Desk

Full Time

86161BR

Job Summary

The Customer Experience Architect plays a pivotal role in the strategic alignment and optimization of all end user-facing technologies, ensuring a seamless, stable, and intuitive experience across endpoints. This expert-level position requires a sophisticated understanding of both technology infrastructure and the human factors that drive user satisfaction. The Customer Experience Architect leads the design, integration, and continuous improvement of endpoint solutions-such as desktop environments, security applications, and remote access tools-by collaborating with cross-functional teams and senior leadership to ensure technology decisions are guided by a holistic, user-centered strategy. This role helps shape and advance the organization's approach to endpoint management, ensuring that technology deployments consistently support the evolving needs of a diverse user community.

In this role, the Customer Experience Architect architects and implements processes that enhance end user stability, streamline technology adoption, and drive measurable improvements in customer experience. The Customer Experience Architect analyzes complex business and technical requirements, develops and enforces high-level standards for endpoint technologies, and champions process architecture and improvement initiatives. By mentoring technical teams and fostering a culture of innovation, the Customer Experience Architect ensures that the organization's endpoint strategy is robust, scalable, and aligned with broader organizational goals.

Through these efforts, the Customer Experience Architect will have a direct, positive impact on UCSF's operations by increasing efficiency, reducing technology-related disruptions, and empowering staff to focus on their core missions. Additionally, this role will help cultivate a collaborative and inclusive culture, where technology serves as an enabler of excellence, innovation, and a positive workplace experience for all.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $129,600 - $300,000 (Annual Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit : https : / / ucnet.universityofcalifornia.edu / compensation-and-benefits / index.html

Department Description

University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24 / 7 support to the University community, upholding the highest level of responsiveness and reliability at all times for our customers. IS values innovation and excellence in ensuring secure and efficient IT services, regardless of the hour or complexity of the issue.

The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSF's customers and IT services is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes IT Service Management, responsible for ensuring the right processes, people, and technology are in place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for hardware or software issues, effectively minimizing downtime and maximizing productivity. The Service Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Customer Experience team's overall aim is to provide a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to advance health worldwide through innovative research.

Required Qualifications

• Bachelor's degree in one of the following fields : Computer Science, Information Technology, Information Systems, Electrical Engineering, Computer Engineering, Interaction Design, Business Administration, or a related field
• 7 years of Experience in one or more of the following fields : IT Service Management (ITSM) and user support, enterprise architecture or solution architecture, End User Computing (EUC) / endpoint management, Human-Computer Interaction (HCI) or User Experience (UX) design, IT security and compliance, etc.
• Microsoft Certified : Modern Desktop Administrator Associate or Endpoint Administrator Associate
• Deep knowledge of end-user computing (EUC), endpoint management, and user-facing technology environments (Windows, macOS, iOS, Android, VDI, etc.).
• Expertise in endpoint security, compliance, and governance frameworks relevant to healthcare and higher education (e.g., HIPAA, FERPA, GDPR).
• Advanced understanding of device management platforms (e.g., Microsoft Endpoint Manager / Intune, Jamf, SCCM, Workspace ONE) and related automation tools.
• Demonstrated experience designing, implementing, and optimizing enterprise-wide endpoint architectures and user experience strategies.
• Knowledge of IT service management (ITSM) frameworks and tools (e.g., ITIL, ServiceNow) and their application to end user support and process improvement.
• Experience integrating user-centered design principles, human-computer interaction (HCI), and accessibility standards into technology solutions.
• Familiarity with software deployment, patch management, and application virtualization technologies.
• Ability to analyze, interpret, and apply regulatory, policy, and security requirements to endpoint environments.
• Demonstrated ability to evaluate, recommend, and implement new endpoint technologies and platforms to meet evolving business and user needs.
• Experience developing technology roadmaps, standards, and guidelines for endpoint management and user experience.
• Extensive problem-solving skills; ability to uncover root causes of complex problems and scope solutions based on available resources, timelines, and organizational vision.
• Advanced experience creating presentation materials, generating reports, and presenting to appropriate stakeholders, including executive leadership. Ability to explain advanced concepts to engineers, peers, and leadership.
• Effective communication and interpersonal skills, including the ability to communicate technical information to technical and non-technical personnel at various levels in the University. Advanced ability to collaborate across a large, diverse organization.
• Advanced experience working in a project-based environment, including the ability to report on project status, evaluate project risks, and escalate project issues. Experience with risk analysis frameworks. Knowledge of information management.
• Strong organizational skills; able to manage multiple priorities and concurrent projects in a dynamic environment.
• Ability to mentor and guide technical teams in customer experience best practices and endpoint architecture.
• Experience with process reengineering, automation, and continuous improvement initiatives related to end user technology.
• Familiarity with IT budgeting, business case development, and service management practices.
• Ability to inspire creativity in others and advises teams on industry-leading practices, such as the incorporation of new technologies or processes. Experience leading in an ever-changing, fast-paced environment.

Preferred Qualifications

License / Certification

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Organization

Campus

Job Code and Payroll Title

000532 IT ARCHITECT 5

Job Category

Clinical Systems / IT Professionals

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

San Francisco, CA

Campus

Mission Center Building (SF)

Work Style

Fully On-Site

Shift

Days

Shift Length

8 Hours

Additional Shift Details

M-F, 9am to 5pm, as required after hours support