Director, Enterprise Service & Experience Design

Mass; Boston (MA); Hybrid; USD 112,000 - 173,000; Full time

Job summary

Commonwealth of Massachusetts, through the Executive Office of Technology Services and Security (EOTSS) and Mass Digital, seeks a Director of Enterprise Service and Experience Design to shape how citizens interact with state services. You will lead cross-agency efforts to transform end-to-end experiences and drive people-centered government delivery.

You will guide strategy, develop practice standards, manage teams, and partner with agencies to implement scalable service design capabilities

Qualifications

• Six years of full-time or equivalent experience in business administration or public administration.
• Two years in supervisory or managerial capacity.
• Substitutions: certificates or degrees may substitute for years of experience.

Responsibilities

• Lead Vision, strategy and leadership for constituent service and experience design across Mass Digital and state government.
• Direct and facilitate the definition, refinement and realization of a strategic vision for seamless, personalized constituent service experiences.
• Lead development and expansion of enablement resources and communities of practice for service and experience design.

Education

Bachelor’s degree or equivalent

Job description

Commonwealth of Massachusetts, through the Executive Office of Technology Services and Security (EOTSS) and Mass Digital, seeks a Director of Enterprise Service and Experience Design to shape how citizens interact with state services. You will lead cross-agency efforts to transform end-to-end experiences and drive people-centered government delivery.

You will guide strategy, develop practice standards, manage teams, and partner with agencies to implement scalable service design capabilities