Job Type: time type
Full time
Job Number: JR102331
Location:
Jacksonville
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.
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