Position Description

Harvard Medical School is seeking a Director of Technology Communication & UX Strategy responsible for creating standards and overseeing strategies which ensure HMS students, faculty, and staff have a seamless and predictable way to access IT resources, assistance, just-in-time information, and learning modules. This role acts as the customer advocate and voice for improvements in technologies and IT processes across IT and sets the bar for how a service is delivered and communicated to the HMS community. The role will improve availability and user awareness of round-the-clock self-service resources, training, and information to minimize wait times for support.

The Director of Technology Communication & UX Strategy will create a vision and strategy for optimizing a user’s experiences, and improvements of existing experiences to enhance user engagement in various areas, including web, mobile, desktop, hardware interfaces, physical environments, and person-to-person interactions. They will drive requirements gathering, execution, and completion of enterprise-wide projects. The Director will serve as the lead service owner for the IT user experience at HMS. They will partner with peers in IT leadership to set the direction for internal operational improvements and drive the gathering and analysis of user data. 

Reporting to the Associate CIO, Strategic Service Delivery and Design, the Director will be responsible for:

• Staff Management and Leadership: Responsible for strategic oversight and daily management of HMS IT organizational communications, UX, and web teams, ensuring alignment with IT goals and smooth project execution. Leads goal-setting, team development, and manages workloads to ensure cohesive delivery of critical IT services and initiatives.
• Strategic Leadership: Leads the development and execution of IT communication and UX strategies, driving long-term engagement goals for HMS IT. Partners with senior leadership to shape transformative IT projects that support institutional objectives.
• Technical Leadership: Serves as the technical lead for IT communications, overseeing systems integration, UX/UI design, and digital tools like CMS platforms. Guides web development teams and ensures technical execution of communication and user experience initiatives.
• Cross-Organizational Leadership: Acts as a cross-functional leader, aligning IT communications with broader organizational goals and fostering collaboration across teams in HMS IT. Represents HMS IT in university-wide initiatives, ensuring seamless, data-driven improvements in service communications.

Core Duties:

• Develops and maintains UX standards and guidelines for HMS IT uniformly across all system applications as a mechanism to transform the customer user experience in partnership with HUIT technical standards.
• Designs and implements training standards, programs and materials to educate the HMS community on IT systems, tools, and best practices.
• Serves as UX subject matter expert by educating all IT stakeholders around the topic of improving the “front end” customer experience and the importance of making it as seamless as possible; Leads change management efforts related to UX initiatives.
• Develops and executes the methodology for reporting UX goals and investments by establishing data driven analytics/key metrics which will help anticipate future needs.
• Designs and facilitates collaborative UX training/workshops and suggests it to the development teams, marketing user experience as a guiding principle across IT.
• Partners with distributed IT members in HPC, HSDM, and Wyss to implement UX best practices that may be adopted by the broader community.
• Discovers and document product requirements, identifying data integrations and user interactions between systems.
• Partners with ITSM leadership to ensure knowledge, release, incident, and Major Incident processes are appropriately supported. 

Basic Qualifications

• Minimum of 7 years’ post-secondary education or relevant work experience
• Supervisory experience

Additional Qualifications and Skills

• Minimum three years demonstrated highly specialized knowledge of a specific technology
• Knowledge of information technology applications, processes, software, and equipment
• Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor
• Solid verbal/written communication skills
• Knowledge of system integration across all IT platforms
• Ability to conduct needs assessments and user research
• Problem solving skills while optimizing data and systems for best possible outcomes
• Track record of successful user research experience

Additional Information

The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.
Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding.
The Harvard Medical School is not able to provide visa sponsorship for this position.
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Commitment to Equity, Diversity, Inclusion, and Belonging

We are committed to cultivating an inclusive workplace culture of faculty, staff, and students with diverse backgrounds, styles, abilities, and motivations. We appreciate and leverage the capabilities, insights, and ideas of all individuals. Harvard Medical School Mission and Community Values   
https://hms.harvard.edu/about-hms/campus-culture/mission-community-values-diversity-statement

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.