Customer Experience

Last updated: September 19, 2023

Divisional charter: Intent and Purpose

The Customer Experience Division seeks to provide positive and consistently excellent support for all members of the University community who need the products, applications and services offered by UW-IT.

To achieve these goals, the division will continue to capture data to represent customers’ views, identify opportunities for improvements and represent customer interests to UW-IT leadership. Customer Experience also will continue to  provide 24x7x365 customer support and system monitoring.

The division also has designed a comprehensive strategy that encompasses people, processes, services and systems. A superior customer experience not only enhances operational efficiency but also aligns seamlessly with the outcomes needed to support the broader University mission.

By fostering a robust and responsive system of customer feedback and continuous improvement, we seek to ensure that the entire UW community has access to the right tools, guidance and support required to do their work.

Divisional units

  • Customer Analytics
  • Communication Solutions & Customer Relationship Management
  • Technology Service Center
  • Network & System Operations

Divisional leader

Damien Koemans, Associate Vice President for Customer Experience