Director of UX and Service Design - (240000Z2)
The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.
The Massachusetts Digital Service Team (Mass Digital) Overview:
Come join Mass Digital as our first Director of UX and Service Design and help us build the future of constituent services for Massachusetts! Mass Digital, within EOTSS, is hiring a Director of UX and Service Design to improve the holistic design and delivery of state services and to lead our design, research, and content practices. Mass Digital partners with organizations across state government to transform how residents, visitors, businesses, and government agencies interact with the Commonwealth.
Mass Digital has established its track record of delivery through recent work with the Department of Family and Medical Leave (DFML) and during the COVID-19 pandemic. We helped DFML launch the Commonwealth’s first digitally native service, Paid Family and Medical Leave and PaidLeave.mass.gov. During the pandemic, we supported the Department of Unemployment Assistance in expanding their capacity to process unemployment claims in multiple languages and designed content for rapidly evolving pandemic unemployment benefits. We also supported the Department of Public Health and Command Center in launching and operating the state’s vaccine preregistration system.
Now, we’re turning our attention to implementing a vision of statewide digital experiences that are more accessible, simple, and secure: the Commonwealth Digital Roadmap. Our roadmap calls for transforming state services so that they meet the diverse needs of the people we serve. We’ll achieve this through initiatives to create a single identity and profile for users of Commonwealth services, expand channels of communication, and improve people’s integrated experience across different state services. We will develop new products and services, establish standards, and build capacity within agencies.
To make this vision a reality, we are expanding our content, research and design teams to dedicate staff to each of these initiatives.
About the Role:
We are looking for a Director of UX and Service Design to help advance our roadmap and vision for holistically improving users’ end-to-end experiences with state services. You will work closely with the Chief Digital Officer and Deputy Chief Digital Officer to lead our growing service design practice, manage partnerships with agency stakeholders, improve users’ experiences with state services, and be a champion for user needs. You’ll guide a team of designers, researchers, content strategists and multimedia specialists as they work within Mass Digital product teams and on projects with state agencies. You’ll also collaborate with Mass Digital Product and Engagement Managers in scoping and resourcing work.
This position is a full-time opportunity. The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST, in a hybrid remote arrangement with 2-4 days per month spent at the primary work location: 1 Ashburton Place, Boston, Massachusetts 02108. Applicants should be located within reasonable commuting distance from the primary work location.
Duties and Responsibilities:
Objective #1: Vision, strategy and leadership
Objective #2: Maturing and managing our practice.
Objective #3: People and team management
Preferred Knowledge, Skills, and Abilities:
MINIMUM ENTRANCE REQUIREMENTS:
Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.
Substitutions:
I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.
II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.
III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.
IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Explore our Employee Benefits and Rewards!
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
Official Title: Administrator VIII
: United States-Massachusetts-Boston-1 Ashburton Place
: Information Systems and Technology
: Exec Office of Technology Services and Security
: Full-time
: Day
: Feb 1, 2024, 5:28:19 PM
: 1
: 48,478.04 - 155,248.49 Yearly
If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Emily Hartmann - 6176608300
Bargaining Unit: M99-Managers (EXE)
Confidential: No
Potentially Eligible for a Hybrid Work Schedule: Yes
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