Key Responsibilities:

• Develop and implement employee engagement and digital communication strategies aligned with university goals and culture.

• Lead customer and user experience initiatives focused on accessibility, usability, and effective communication delivery.

• Oversee employee-facing web and digital communication platforms, ensuring high-quality content, functionality, and user engagement.

• Collaborate with university leaders and stakeholders to develop customer experience visions and communication strategies.

• Gather and analyze employee interaction and engagement data to improve communication effectiveness and digital experiences.

• Develop segmentation strategies and user personas to better understand and serve university audiences.

• Establish communication governance standards, procedures, quality controls, and performance metrics.

• Drive innovation in digital communications by introducing new technologies, tools, and communication approaches.

• Supervise staff and/or student workers, providing coaching, performance management, and professional development.

• Manage multiple concurrent projects, timelines, and organizational priorities effectively.

• Support continuous improvement of communication systems, workflows, and digital platforms.

• Promote a collaborative and inclusive workplace culture aligned with university values and ethics.

Preferred Qualifications:

• Master’s degree in a related field preferred

• 10+ years of relevant professional experience

• 4+ years of management or leadership experience

Preferred Knowledge, Skills & Abilities:

• Strong written, verbal, and interpersonal communication skills

• Experience developing customer experience strategies and customer-facing applications

• Knowledge of human-centered design and user experience best practices

• Proven project management and organizational skills

• Ability to manage multiple priorities and deadlines in a fast-paced environment

• Strategic thinking and executive-level collaboration skills

• Experience working within large, complex organizations

• Knowledge of communication governance, policies, and compliance standards

• Experience with content management systems (CMS), SEO, and usability engineering

• Familiarity with front-end and back-end website development

• Experience with object-oriented design, servers, and programming languages

• Knowledge of graphic design and photo editing tools such as Canva and Photoshop

• Ability to lead and develop high-performing, cross-functional teams

• Experience in higher education or human resources environments preferred

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Public Relations, Business Administration, Marketing, Or a related field

• Minimum of 7 years of experience in Marketing, Communications, User/customer experience

• Minimum of 1 year of management experience with direct staff coaching and supervision

Combined education and relevant experience may substitute for minimum education requirements.

Application Process:

Interested candidates should submit the following materials:

• Cover Letter

• Resume or Curriculum Vitae

• Portfolio or examples of web development and digital communication projects

Join us in creating innovative digital experiences that connect, engage, and empower our university community.

The annual base salary target for this position is $117,654. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer alignment, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

#LI-Hybrid

Minimum Education: Bachelor's degree In Computer Science Or Public Relations Or Business Administration Or Marketing Or in related field(s)

Addtional Education Requirements Combined experience/education as substitute for minimum education
Minimum Experience: 7 years in marketing/communications and user/customer experience. And 1 year in a management role, providing frequent, regular performance coaching.

Minimum Skills: Excellent written and oral communication skills, able to synthesize complex materials and craft creative, persuasive messaging for varied audiences. Experience developing customer experience strategies and implementing customer-facing applications. Demonstrated knowledge of human-centered design and user/customer experience best practices. Proven project management and organizational skills, able to manage several projects and deadlines simultaneously. Ability to think strategically and serve as a thought-partner to teams of executives. Experience supporting customer needs and articulating strategies that motivate others to action. Proven ability to understand and work with large, complex systems, and comply with and enforce pertinent policies, procedures, regulations, and requirements. Ability to manage necessary resources to resolve problems in a timely and effective manner.
Preferred Education: Master's degree In Computer Science Or Public Relations Or Business Administration Or Marketing Or in related field(s)

Preferred Experience: 10 years in marketing/communications and user/customer experience. And 4 years in a management role.
Preferred Skills: Experience in human resources and/or higher education. Proven experience in change management governance processes and development. Demonstrated experience developing and managing heterogeneous, high-performing teams. Experience developing customer relationships and delivering customer-focused service. Proven experience with object-oriented design, servers and programming languages. Demonstrated experience with content management systems, applications, search engine optimization (SEO) and usability engineering. Experience with email distribution lists, graphic design and photo editing tools (e.g., Canvas, Photoshop). Experience with front- and back-end website design.