Customer Experience Associate – Software & Web Development

Job Summary

The mission of the Office of Customer Experience is to support and realize the mission of BYU Hawaii, namely preparing students to be lifelong disciples of Jesus Christ and leaders in building the kingdom of God. We accomplish this mission by removing unnecessary friction and pain points from student workflows and university processes, deeply understanding and addressing customer needs in a delightful manner, and creating an environment that enables every student to realize their full potential for growth and impact.

The Customer Experience office employs a student-centric process and set of tools to fulfill its mission and as it supports the university. These tools include deep customer immersion, the Innovator’s Method, design thinking, rapid experimentation and prototyping, and culture change. Customer Experience seeks to partner with each function and department to use these tools to help them improve and innovate on the Customer Experiences that each organization represents. Simultaneously, Customer Experience aims to drive Christ-centered, student-focused cultural transformation within each function & department through training, collaboration, and stakeholder management.

The Customer Experience Office is looking to hire a student employee as a Customer Experience Associate with a Software and Web Development emphasis to help drive its Customer Experience efforts. This role will be responsible for driving the Customer Experience process through problem discovery, solution, and experimentation, while also supporting the work through software and Web Development. Software and Web Development skills will be used to bring potential digital solutions and prototypes to life including websites, web apps, and other tools.

Primary Responsibilities

Customer Experience Process

• Problem Discovery: Conduct qualitative interviews with students and other key stakeholders, develop customer journeylines and personas, and identify top customer pain points and problems worth solving.
• Solution Ideation: Generate a range of powerful solutions to solve customer problems and pain points.
• Experiment & Prototype: Develop experiments and prototypes to test and validate top solutions.

Web/App Development

• Create website landing pages to promote and test ideas across Customer Experience projects.
• Develop web apps to test and support a range of potential solutions across Customer Experience projects.

Qualifications

To excel in this role, applicants need to demonstrate the following:

• Currently pursuing a bachelor's and/or minor degree in a relevant field (e.g. Computer Science Major or Minor, Information Technology, etc.).
• Portfolio of design work including any of the following: web design, web apps, mobile apps etc.
• Familiarity or proficiency with one or more core modern coding language a strong indicator of fit (e.g. JavaScript top priority, also open to experience with Python, SQL, TypeScript, Rust, Go, Swift, Java etc.).
• Proficiency in data technologies and tools (e.g. Microsoft Office, Miro, Asana, Qualtrics).
• Exceptional research and report writing abilities, with conciseness.

Personal Attributes

• A bias for action, i.e., being able to decide, communicate, act with limited direction.
• Excellent communication skills, both written and verbal.
• Detail-oriented and capable of handling and interpreting complex data.
• Strong problem-solving and critical-thinking abilities.
• A collaborative mindset with a passion for enhancing the student experience on campus.

Base Rate Per Hour: