Leading IT with Innovation, Empathy and Customer Focus at Embry-Riddle

Becky Vasquez, Vice President and Chief Information Officer, Embry-Riddle Aeronautical University

Career Journey and Customer-Centric IT Leaders

I’ve been fortunate to build my career at Embry-Riddle, starting at the help desk and progressing through roles in desktop support, applications, and web services. Before becoming CIO, I served as Chief Technology Officer for our Worldwide Campus, which gave me a global perspective on IT leadership. A key influence on my philosophy was reading The Effortless Experience, which reinforced the importance of creating low-effort, high-impact interactions for our customers. This principle continues to guide my focus on delivering intuitive technologies and support to our university community.

I make decisions by first considering what is best for the university, then the department, and finally the individual. This approach ensures alignment with our mission and keeps the focus on delivering value to students and faculty. Embedding a customer-first mindset means making technology simple, reliable, and designed around the needs of those we serve, both in strategic initiatives and day-to-day operations.

Merging Legacy, Agility, and Innovation

Embry-Riddle’s pioneering spirit has always embraced innovation. As we celebrate our centennial, we remain deeply committed to STEM leadership while adopting modern, agile IT practices. Our annual technology strategic planning process aligns departmental and academic priorities with technology investments, reviewed and approved by university leadership. This disciplined yet flexible approach ensures we honor our heritage while meeting today’s rapidly changing needs. In addition, we have a robust cloud strategy that focuses on migrating legacy systems and enabling greater agility. We also integrate agile development and project management practices wherever possible to deliver solutions efficiently and effectively.

“The mission to lead in aviation and aerospace education aligns naturally with innovation”

At Embry-Riddle, the mission to lead in aviation and aerospace education aligns naturally with innovation. For me, that means ensuring IT is not just a support function but a strategic partner in delivering exceptional experiences for students, faculty, and staff.

One of the most significant opportunities, and challenges, today is integrating AI responsibly and effectively. Over the past year, I’ve sponsored initiatives to deploy tools such as Microsoft Copilot and ChatGPT, supported by training, resources, and governance frameworks. Our goal is not only to provide the right tools but to ensure they’re implemented strategically to enhance teaching, learning, and operational efficiency.

Cultivating Teams that Lead with Innovation and Care

Leadership development is highly individualized. For some, it means creating opportunities to engage with senior leaders. For others, it’s targeted mentoring or professional development. I emphasize a culture where learning, collaboration, and mentorship are valued. This approach helps innovation and customer focus become part of our team’s DNA.

Technology is a people business first. Success depends on understanding your organization’s priorities, building relationships, and honing interpersonal skills. Technical expertise matters, but the ability to communicate, collaborate, and lead with empathy will set you apart and enable you to bridge innovation with exceptional service.

Aerospace

Agile

Microsoft

Project Management

Leadership Development

AI