Customer Experience Coordinator

Ohio University Libraries are seeking user-focused and detail-oriented applicants with a commitment to continuous improvement to serve as the customer experience coordinator. Under the direction of the Head of User Services, this position coordinates service desk activities and circulation services with the goal of providing excellent customer/user experience in support of teaching, learning, and research excellence at Ohio University. This position provides in-person and virtual help services to faculty, staff, and students at a service desk. The customer experience coordinator analyzes user needs and behaviors to inform recommendations for improvements to procedures, protocols, and desk staff practices for Alden Library help services. They oversee the scheduling of multiple service points in Alden Library and provide documentation and training for help desk staff. The position creates and maintains user-focused web content under the direction of supervisor. The coordinator also assesses and analyzes study space and building usage trends to improve end-user experience.

$19.38 – $24.70 hourly rate

Specialized knowledge of library/museum activities. Extensive experience in libraries and advanced understanding of relevant policies and procedures typically obtained by a bachelor’s degree and a minimum of 4 years of library/museum experience. An equivalent combination of education, training, and experience is acceptable.

Specific knowledge, certifications, and licensure will apply at the position level.

Experience creating staff schedules.
Experience designing and delivering staff training.
Demonstrated effective communication across multiple channels, including email, Teams chat, telephone, and in-person.
Knowledge or familiarity with assessing user feedback to improve the user experience. Knowledge or experience with Excel or other data analysis tools.
Knowledge or experience with creating and editing user-focused web content.
Experience providing in-person and virtual help services to diverse populations.