Address
Form of workThe 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, and creating an environment that enables every student to realize their full potential for growth and impact.
The Customer Experience office employs a customer-centric-process and set of tools to fulfill its mission 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.
As the Senior Manager Customer Experience at Brigham Young University-Hawaii, you will play a pivotal role in owning and driving this work across the entire university, ensuring that our institution remains a place where students are inspired to learn, grow, and accomplish their purpose: to become better disciples of Jesus Christ and leaders in their homes, communities, chosen fields, and the Church.
Responsibilities:
- Develop and implement a comprehensive Customer Experience strategy that aligns with BYU-Hawaii’s mission and values.
- Partner with each function and department to use Customer Experience design tools to help them improve and innovate on the Customer Experiences that each organization represents.
- Drive Christ-centered, student-focused cultural transformation within each function & department through training, collaboration, and stakeholder management.
- Remove friction and pain points from each critical workflow to improve the Customer Experience.
- Create modern and delightful experiences across the full breadth of campus experiences that enable every student to realize their full potential for growth and impact.
- Identify and set clear standards and service levels for the Customer Experience and ensure that these standards are consistently met or exceeded.
- Gather data and use insights gleaned to continuously improve the Customer Experience.
- Assist the executive team to change the university culture to a more Christ-centered, student focused approach.
Qualifications:
- Bachelor’s degree required, preferably in business management or related field; Master's degree a potential bonus but not required.
- 3-5 years experience in a role specifically related to Customer Experience (CX), such as strategy, product management, product marketing, human-centered design, or innovation. Work experience should demonstrate success relative to the responsibilities listed above.
- Proven data gathering and interpretation skills; Hands on experience within a research role a strong plus.
- Excellent interpersonal, written, and verbal communication skills.
- Strategic thinker with a track record of implementing innovative Customer Experience initiatives.
- Ability to work collaboratively and build effective partnerships across campus.
- Proven leadership and team management skills.
- Strong understanding of student development theory and best practices in student affairs.
Benefits:
- Competitive salary: Approximately $120,000.00
- Housing stipend
- Comprehensive health, dental, and vision benefits
- Retirement savings plan (401k, EDRC)
- Professional development opportunities and strong mentorship
- Relocation Assistance
- Generous vacation and sick time off
- A supportive and inclusive work environment
How to Apply:
If you are passionate about creating a transformative Customer Experience and have the qualifications and skills to excel in this role, we invite you to submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for the position.
As an educational institution affiliated with The Church of Jesus Christ of Latter-day Saints, BYU–Hawaii prefers to hire qualified members of the Church in good standing, as authorized under 41 C.F.R. § 60-1.5 (a)(6). To be eligible for employment, applicants who are members of the Church must hold and be worthy to hold a current temple recommend and receive a clearance from the Church’s Ecclesiastical Clearance Office. Job applicants must be able to meet these conditions to advance through the hiring process successfully. An expired temple recommend will prevent consideration for hire.*More information may be requested as you progress through the recruiting process.
