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Director of UX and Service Design

Commonwealth of Massachusetts

Qualifications
Responsibilities
Education
Benefits
Special Commitments

Director of UX and Service Design - (240000Z2)

Description

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.  

  • Please note we will be reviewing applications on a rolling basis, so we encourage candidates to apply as soon as possible for consideration.   

Duties and Responsibilities: 

Objective #1: Vision, strategy and leadership 

  • Set and implement a vision for how our team of designers, researchers, content strategists, and multimedia specialists can advance our goal of improving users’ experiences with state services. 
  • Champion user-centered design within Mass Digital, EOTSS and across state government. 
  • Collaborate with state agencies to incorporate user-centered design practices into how they design, deliver and continuously improve their services. Support their efforts with training and guidance. 
  • Maintain a deep understanding of the landscape of and emerging trends in service design and digital services. 
  • Contribute to the development of policies and strategies that support the transformation of government services.  

Objective #2: Maturing and managing our practice. 

  • Continuously identify opportunities where service design can add value to state service delivery and our agency partners. 
  • Help scope and oversee related engagements, initiatives, and projects, ensuring there are clear budgets, timelines, and goals.
  • Refine Mass Digital’s best practices and ensure that they are applied to our service design work, including work performed by internal staff and vendor staff who support our work. 
  • Identify and act on opportunities to mature and improve the processes, practices, and tools that support our content, research, design, and multimedia practitioners. 
  • Lead research efforts to gather insights about user needs, behaviors, and pain points to inform service and product design. 
  • Establish and monitor metrics related to user satisfaction and service quality.
  • Bring best practices from outside the organization and identify and act on opportunities to innovate and scale our impact.  

Objective #3: People and team management

  • Lead the service design team, fostering a culture of innovation and a user-centric approach in designing and delivering services. 
  • Oversee team development, encompassing workload management, skill enhancement, and frameworks for future growth. 
  • Empower your team members grow and succeed through regular feedback and evaluation. 
  • Demonstrate strong leadership skills to help build a diverse and inclusive team, ensuring that diversity, equity and inclusion principles are embedded in the attraction, recruitment, development and retention of your team and within the delivery of our services. 

Preferred Knowledge, Skills, and Abilities:

  • A minimum of seven (7) years of experience in user experience design, service design, design, human-computer interaction, or a related field. 
  • A minimum of five (5) years of experience in people management or team leadership, with an adaptive, empathetic, and collaborative leadership style.  
  • Enthusiastic about solving problems facing public-sector agencies and promoting equitable access to public services using modern technology, design, and research practices.  
  • Proven track record of building and leading high performing BA, UX, or Service Design teams. 
  • Expertise in user research, service design methodologies, and content strategy. 
  • Proficiency in design tools and technologies. 
  • Ability to manage projects from start to finish in a complex, regulated environment. 
  • Strong interpersonal skills, quantitative and qualitative analytical skills, written and verbal communication skills, and hypothesis-driven thinking. 
  • Ability to manage relationships between technology staff and other operational areas. 
  • Comfort with ambiguity and ability to drive work forward without complete information. 
  • Self-motivated with the ability to prioritize tasks in a fast-paced environment to meet deadlines and manage competing demands. 
  • Eagerness to learn, empathy, and ability to leverage multiple skill sets.  
  • Familiarity with government processes and procedures, including procurement and/or IT is a plus.  

Qualifications

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

Primary Location

: United States-Massachusetts-Boston-1 Ashburton Place

Job

: Information Systems and Technology

Agency

: Exec Office of Technology Services and Security

Schedule

: Full-time

Shift

: Day

Job Posting

: Feb 1, 2024, 5:28:19 PM

Number of Openings

: 1

Salary

: 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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Confirmed 9 hours ago. Posted 30+ days ago.

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