Jessica S. McClure

Lexington, Kentucky | jsmcclure@outlook.com | jessicamcclureCX.com
Professional Summary

Higher-education technology professional and educator specializing in instructional communication, customer experience design, and digital engagement. Skilled in transforming complex IT systems into meaningful learning experiences. Known for bridging technology and human connection through empathy, creativity, and strategy.

Education

M.S. Information Communication Technology, University of Kentucky, 2026

Graduate Certificate in Instructional Communication, University of Kentucky, 2026

B.A. Telecommunications, University of Kentucky, 2004

Professional Experience

University of Kentucky | Information Technology Services

Customer Experience Consultant (beginning July 2026)

  • Developing university-wide strategy for customer-centric IT service design.
  • Leading focus groups and ServiceNow to Microsoft Fabric analytics for customer insight.
  • Creating dashboards and frameworks to measure satisfaction and engagement.

Marketing & Production Coordinator / Engagement & Outreach

  • Directed communication strategy for student and K-12 tech outreach (Tech Takeover, CyberCon, Inspire Curiosity Fair).
  • Designed campaigns and visual assets for internal newsletters and social channels.
  • Mentored student employees in professional communication and workplace readiness.
Teaching & Instructional Experience
  • Designed and delivered training sessions on communication, service design, and technology adoption.
  • Created 1-hour cybersecurity instructional communication workshop on Out-of-Class Communication (OCC).
  • Developed cybersecurity lesson plans for K-5 based on PICRAT/TPACK frameworks.
Conference Presentations & Posters
  • McClure, J., Adams, M., & Carruthers, P. (2025, October). Unconventional Journeys. Poster presented at EDUCAUSE 2025, Nashville, TN.
Research & Academic Projects
  • Instructional Communication Position Paper: “Adapting Research for Digital Learning Environments.”
  • OCC Training Manual and Video Project: applying immediacy and feedback theory to workplace mentoring.
  • Customer Experience Blueprint: merging ITIL frameworks with higher-ed service design principles.
Service & Outreach
  • Member, Hill Academic Advisory Committee (Cybersecurity Program, FCPS).
  • Founder, Women/Wildcats in Tech
  • Volunteer, K-12 STEM events.
Awards & Recognition
  • EDUCAUSE 2025 Poster Presenter: “Unconventional Journeys.”
Professional Skills

Customer Experience Design • Instructional Communication • ServiceNow • Microsoft Fabric • Canva • Adobe Creative Suite • Data Visualization • Digital Storytelling • Mentorship • Strategic Communication

References

Available upon request.