Client Experience Analyst III (Finance)

ORGANIZATIONAL SUMMARY :

Located in the vibrant and diverse Tampa Bay region of Florida's gulf coast, the University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg and Sarasota-Manatee. Rated as one of the top places to live in the U.S., Tampa Bay offers a high quality of life, year-round sunshine, and easy access to top-rated entertainment. USF is one of the nation's largest public universities, serving more than 50,000 students with an annual budget of $1.8 billon. Over the past five years, USF has been the fastest-rising university in the nation, public or private, on the U.S. News and World Report's list of best universities, which it ranks as the 44 th best public university in America.

USF is proud to be an innovating partner within the Tampa Bay region, listed by Forbes as the top emerging tech city in the country.

USF Information Technology (USF IT) provides technology services and support for the University of South Florida. The IT team, led by the Vice President and CIO, provides the following services: Administrative Services, Client Support, Communication Services, Teaching and Learning, Analytics and Reporting, Mobile and Web Services, Consulting Services, Cybersecurity Service and Research Technologies. For more information, please visit : Information Technology | University of South Florida (usf.edu)

ADDITIONAL INFO FOR APPLICANTS:

The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

USF offers GREAT BENEFITS to full time employees!!

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation Days
• Paid Sick Days
• 11 Paid Holidays
• Various Retirement Options , including 401K employer match
• Tuition Assistance (available for yourself, spouse, partner or dependent)

For more information about your total compensation package and other USF benefits, please visit: Work at USFMinimum Qualifications:

Bachelor's Degree and 3 years of experience in conducting user experience research using a wide variety of research methods with at least 1 year of experience in large-scale online industry applications or services, OR 5 years equivalent work experience.

Knowledge, Skills, & Abilities

Technical Skills:

Skills in CX/UX development, testing, and/or research.

Soft Skills:

• Stakeholder collaboration and influence that builds trust across business, IT, and academic units.
• Data storytelling and communication that turn complex metrics into clear narratives and recommendations for non‑technical audiences.
• Facilitation and governance of cross‑functional meetings with transparent capture of decisions and action items.
• Analytical problem solving using qualitative and quantitative inputs to diagnose root causes and test solutions.
• Change management and adaptability that guide teams through new processes or tools.
• Customer empathy and an experience mindset that balance user value with business goals.
• Strategic planning and goal alignment using frameworks like SMART goals or OKRs.
• Clear, multi‑modal communication through concise docs, presentations, and multimedia assets.

Industry Knowledge:

• Customer and user experience practices such as journey mapping, feedback loops, usability testing, and iterative improvement.
  Agile/SAFe and portfolio intake familiarity, including ceremonies, flow metrics, and prioritization frameworks.
• Data literacy and self‑service analytics enablement with attention to data quality and responsible use. Instructional design and enablement methods to create guides, videos, and workshops that drive adoption.
• Digital content and accessibility standards, including branding consistency, SEO, and inclusive design. Higher‑education context awareness.
• Marketing and communications principles.

Working at USF
\n
With approximately 16,000 employees, the University of South Florida is one of the largest employers in the Tampa Bay area. We are dedicated to cultivating a talented, engaged and driven workforce that strives to be bold. Employees excel in USF's rich academic environment, which fosters their development and advancement. In 2025, Forbes recognized USF as one of Florida's best large employers, ranked No. 1 among the state's 12 public universities. Our first-class benefits package includes medical, dental and life insurance plans, retirement plan options, employee and dependent tuition programs, generous leave, and hundreds of employee perks and discounts.
\n
About USF
\n
The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg, Sarasota-Manatee and USF Health. USF is recognized by U.S. News & World Report as a top 50 public university and the best value in Florida. U.S. News also ranks the USF Health Morsani College of Medicine as the No. 1 medical school in Florida and in the highest tier nationwide. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $738 million in research funding in 2024 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of more than $6 billion. USF's Division I athletics teams compete in the American Athletic Conference. Learn more at www.usf.edu .
\n
Compliance and Federal Notices
\n
This position may be subject to a Level 1 or Level 2 criminal background check.
\n
Applicants have rights under Federal Employment Laws :
\n
Family and Medical Leave Act (FMLA)
\n
Applicants for USF employment are entitled to request reasonable accommodation(s) in the application process. A request is to be made at least five (5) working days prior to the time the accommodation(s) is needed. Visit the Central Human Resources ADA Accommodations webpage for more information on requesting an accommodation during the application/interview process.Job Duties:

• User Research: Identifies, collects and tracks customer data across various sources and assuring that they align them with IT business outcomes. Designs and conducts user research using methods such as journey maps and analysis, participatory design sessions, site visits, focus groups, benchmark studies, usability studies, heuristic evaluations, and similar approaches. Synthesizes findings to inform a better understanding of customers, give insight into business value, and identify potential usability issues and design opportunities. Identifies potential usability issues and design opportunities. Converts research findings into actionable results. Designs prototypes, screen mockups, and wireframes based on the results of usability testing and customer feedback. Communicates analysis, recommendations, and potential design solutions verbally and through documentation to the project team and key stakeholders including product owners, business owners, senior executives, product managers, and CX team.
• Business Requirements and Planning: Participates in short- and long-term planning efforts with stakeholders and IT groups. Confers with team, and technology regarding client requirements and scheduling and basic presentation concepts. Defines and drives both qualitative and quantitative user data gathering efforts. Partners with PO's and other teams in managing research requests, collecting briefs and prioritizing business questions. Presents concepts and initial ideas with rationale to departmental directors, project managers, and clients. Develops content for presentations or pitch materials for CX business opportunities.
• Policies, Process & Standards/Best Practices: Stays on top of new trends in usability. Researches best practices in Web and desktop application design. Distills research findings into design recommendations and plans. Maintains database of research or design system tool. Collaborates in the identification of overall CX standards. Leads the development and implementation of CX research policies, process and standards. Reviews existing standards and processes. Ensures standards and processes are adhered to. Maintains the CX research library/design system and toolkit. Designs CX metrics to measure and track the impact of design changes on user experience. Researches best practices in Web and desktop application design. Distills research findings into design recommendations and plans. Maintains database of research or design system tool.
• Coaching/Mentoring: Helps team members at every level in the organization with any CX related projects. Mentors and advises individuals across departments in conducting independent user research.
• Strategy and Testing: Collaborates with business development, research and prototyping, and product management to define business concepts and solutions. Works with the CX Team and key stakeholders to develop a research approach and schedule. Manage CX governance and intake processes. Partner with cross functional teams to identify areas where CX focus can lead to greater insight and success. Evaluates and assess testing options to in sure continuous improvement of methods used for testing. Ensures solutions are accessible and intuitive. Makes enhancement recommendations as needed.