From Amy Walter, Deputy Chief Information Officer and Associate Vice Chancellor, Research, Clinical, and Medical Education Technologies
I am excited to announce some organizational changes and the launch of the End User Experience team (EUX). EUX will play a vital role in achieving WashU IT’s ideal customer experience; helping our customers feel confident, valued, and uniquely understood by providing IT services and support that are transparent, seamless, and accessible.
Thanks to the thoughtful and deliberate work of the WashU IT Customer Experience focus group, team feedback, and senior leadership support, EUX will be aligned to the WashU strategy, vision, and values, as they act proactively across the organization to assure a customer-centric delivery of all services and capabilities.
Effective today, Michelle Stirnemann will assume the newly created role of Senior Director of End User Experience (EUX), reporting directly to me. Within her team, Customer Relationship Management, led by Thomas Walker, will now be called End User Relationship Management. Additionally, Greg Winkler, VIP Incident Manager and Mark Chapman, Director of the Service Management Office, will now report to Michelle. The transition of the IT Service Management Office to End User Experience team is underway and will continue over the next few weeks.
Michelle is departing End User Services, where she served as Director for the last 2 years. Michelle has played a key role in the culture shift of being the “IT department” to becoming WashU’s trusted IT partner. Her other accomplishments include, co-authoring The Rapid Evolution of IT Culture on ThinkHDI.com, working with Maritz Global Technology Services, and recently completing the MOR Leaders Program.
Nancy Webb will continue to lead the WUSM Deskside Support and Projects Team, along with Clinical Operations Service as the Senior Director for End User Services, reporting to Rick Herman, Executive Director of EUS. Nancy has been with the School of Medicine for nearly 30 years, serving in Psychiatry, Anesthesiology, and then the Department of Medicine. Nancy was an integral leader for the implementation of today’s WUSM IT team.
David Leisure is being promoted to Senior Director of End User Services and will take on responsibility for the Service Desk, Access Management, and Systems Support teams, continuing to report to Rick Herman. Over the last 13 years, Dave has worked his way through WashU IT, serving in various roles. He helped to establish the Vended Application Management service during the launch of the Shared IT Services Program, which he led for a couple of years before coming to EUS. Dave will continue to lead the Danforth & CFU Deskside, WashU IT Depot and QA teams.
A special thank you goes to the customer experience focus group for their vision and insights which inspired this strategy. We are embarking on an exciting new chapter for WashU IT and together, with the newly created End User Experience team, we will continue providing technology that enables excellence in research, education, and patient care by delivering customer-centric service. Be on the lookout for exciting developments from the EUX team.