University of California, San Francisco
Customer Experience Architect
University of California, San Francisco, San Francisco, California, United States, 94199
Overview
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 role 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. Responsibilities
Architects and implements processes that enhance end user stability, streamline technology adoption, and drive measurable improvements in customer experience. Analyze complex business and technical requirements, develop and enforce high-level standards for endpoint technologies, and champion process architecture and improvement initiatives. Mentor technical teams and foster a culture of innovation to ensure the organization’s endpoint strategy is robust, scalable, and aligned with broader organizational goals. Contribute to UCSF operations by increasing efficiency, reducing technology-related disruptions, and empowering staff to focus on core missions. Help cultivate a collaborative and inclusive culture where technology serves as an enabler of excellence, innovation, and a positive workplace experience for all. Required Qualifications
Bachelor’s degree in Computer Science, Information Technology, Information Systems, Electrical Engineering, Computer Engineering, Interaction Design, Business Administration, or a related field 7 years of experience in ITSM/user support, enterprise/solution architecture, EUC/endpoint management, HCI/UX design, IT security and compliance, or related fields Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate Deep knowledge of 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 Experience designing, implementing, and optimizing enterprise-wide endpoint architectures and user experience strategies Knowledge of ITSM frameworks and tools (e.g., ITIL, ServiceNow) and their application to end user support and process improvement Experience integrating user-centered design principles, 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 Strong problem-solving skills; ability to identify root causes and scope solutions based on resources, timelines, and organizational vision Ability to create presentation materials, generate reports, and present to stakeholders including executive leadership; explain advanced concepts to engineers, peers, and leadership Effective communication and interpersonal skills; ability to collaborate across a large, diverse organization Experience in project-based environments with the ability to report on status, evaluate risks, and escalate issues; knowledge of risk analysis frameworks Strong organizational skills; capable of managing multiple priorities and concurrent projects Ability to mentor teams in customer experience best practices and endpoint architecture Experience with process reengineering, automation, and continuous improvement in end-user technology Familiarity with IT budgeting, business case development, and service management practices Ability to inspire creativity and guide teams on industry-leading practices; comfortable in a fast-paced environment Preferred Qualifications
10 years of experience in ITSM/user support, enterprise/solution architecture, EUC/endpoint management, HCI/UX design, IT security and compliance Experience in complex higher education and/or healthcare environments Advanced degree in Computer Science, Information Technology, Information Systems, Electrical Engineering, Computer Engineering, Interaction Design, Business Administration, or related field Certifications such as CISSP, ITIL Foundation/Intermediate/Expert, CISA, TOGAF, CompTIA A+/CASP+, CPHCI or UX Certification, CCXP Experience with enterprise UX roles and customer experience professional certifications License/Certification
Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate About UCSF
University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education, and excellence in patient care. Infrastructure Services (IS) provides 24/7 support to the University community, upholding responsiveness and reliability. The Customer Experience team ensures smooth interactions between UCSF customers and IT services, supporting the research and healthcare missions. Pride Values
UCSF values professionalism, respect, integrity, diversity and excellence (PRIDE). UCSF is committed to equity and building a diverse, welcoming environment. 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. Job Details
Location: San Francisco, CA Employment type: Full-time Work Style: Fully On-Site Shift: Days Shift Length: 8 Hours Additional Shift Details: M-F, 9am to 5pm, as required after hours support
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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 role 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. Responsibilities
Architects and implements processes that enhance end user stability, streamline technology adoption, and drive measurable improvements in customer experience. Analyze complex business and technical requirements, develop and enforce high-level standards for endpoint technologies, and champion process architecture and improvement initiatives. Mentor technical teams and foster a culture of innovation to ensure the organization’s endpoint strategy is robust, scalable, and aligned with broader organizational goals. Contribute to UCSF operations by increasing efficiency, reducing technology-related disruptions, and empowering staff to focus on core missions. Help cultivate a collaborative and inclusive culture where technology serves as an enabler of excellence, innovation, and a positive workplace experience for all. Required Qualifications
Bachelor’s degree in Computer Science, Information Technology, Information Systems, Electrical Engineering, Computer Engineering, Interaction Design, Business Administration, or a related field 7 years of experience in ITSM/user support, enterprise/solution architecture, EUC/endpoint management, HCI/UX design, IT security and compliance, or related fields Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate Deep knowledge of 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 Experience designing, implementing, and optimizing enterprise-wide endpoint architectures and user experience strategies Knowledge of ITSM frameworks and tools (e.g., ITIL, ServiceNow) and their application to end user support and process improvement Experience integrating user-centered design principles, 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 Strong problem-solving skills; ability to identify root causes and scope solutions based on resources, timelines, and organizational vision Ability to create presentation materials, generate reports, and present to stakeholders including executive leadership; explain advanced concepts to engineers, peers, and leadership Effective communication and interpersonal skills; ability to collaborate across a large, diverse organization Experience in project-based environments with the ability to report on status, evaluate risks, and escalate issues; knowledge of risk analysis frameworks Strong organizational skills; capable of managing multiple priorities and concurrent projects Ability to mentor teams in customer experience best practices and endpoint architecture Experience with process reengineering, automation, and continuous improvement in end-user technology Familiarity with IT budgeting, business case development, and service management practices Ability to inspire creativity and guide teams on industry-leading practices; comfortable in a fast-paced environment Preferred Qualifications
10 years of experience in ITSM/user support, enterprise/solution architecture, EUC/endpoint management, HCI/UX design, IT security and compliance Experience in complex higher education and/or healthcare environments Advanced degree in Computer Science, Information Technology, Information Systems, Electrical Engineering, Computer Engineering, Interaction Design, Business Administration, or related field Certifications such as CISSP, ITIL Foundation/Intermediate/Expert, CISA, TOGAF, CompTIA A+/CASP+, CPHCI or UX Certification, CCXP Experience with enterprise UX roles and customer experience professional certifications License/Certification
Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate About UCSF
University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education, and excellence in patient care. Infrastructure Services (IS) provides 24/7 support to the University community, upholding responsiveness and reliability. The Customer Experience team ensures smooth interactions between UCSF customers and IT services, supporting the research and healthcare missions. Pride Values
UCSF values professionalism, respect, integrity, diversity and excellence (PRIDE). UCSF is committed to equity and building a diverse, welcoming environment. 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. Job Details
Location: San Francisco, CA Employment type: Full-time Work Style: Fully On-Site Shift: Days Shift Length: 8 Hours Additional Shift Details: M-F, 9am to 5pm, as required after hours support
#J-18808-Ljbffr