Principal Experience Owner - Contractor

MassAbility; Boston (MA); Hybrid; USD 83,000 - 131,000; Full time

Job summary

MassAbility is hiring a Principal Experience Owner to transform how we deliver services to people with disabilities. You will lead cross-functional teams to shape service design, delivery, and user experiences across policy, technology, and processes.

This is a full-time contract role with a hybrid schedule and occasional travel to MA offices. You will partner with researchers, designers, staff, and partners to translate strategy into actionable plans and measurable improvements, while

Qualifications

• 7+ years of analogous professional experience.
• 3+ years of experience in complex government environments.
• Experience leading multi-disciplinary teams and delivering complex implementations across digital and non-digital channels and touchpoints.
• Experience launching new services and translating high-level strategy into actionable plans.
• Demonstrated flexibility and patience in navigating highly regulated environments.
• Experience managing work in complex stakeholder ecosystems.
• Outstanding communication, facilitation, and organizational change skills.
• Demonstrated ability to break work into smaller increments that focus on user needs.

Responsibilities

• Develop a vision and roadmap for the participant, staff, and partner experiences.
• Implement the vision. Ensure that teams work together toward milestones. Coordinate across research, design, policy development, operations, technology, procurement, legal, and more.
• Map and manage the interests of complex stakeholder groups.
• Partner closely with researchers and designers to address key research questions, generate solutions, prototype concepts, and advocate for constituents' needs.
• Partner with stakeholders to understand policies, technology systems, business needs, and other constraints to inform the vision and roadmap.
• Partner with IT to develop a strategy for technology procurement and oversee vendor work.
• Measure impact and prioritize improvements to the service and experience based on data.
• Act as a change agent within MassAbility. Advocate for cross-functional communication, agile planning and development, and data-driven decision-making.

Skills

Cross-functional leadership

Stakeholder management

Change management

Strategic planning

Communication

Job description

MassAbility Principal Experience Owner

THIS IS A CONTRACTED, NON-BENEFIT POSITION

MassAbility empowers people with disabilities to live life on their own terms. Our programs and services expand possibilities in careers and training, home and community life, and legal rights and benefits – including disability determination for federal programs.

At MassAbility, we are driven by a fundamental belief that we are all different but connected – individuals who share a common purpose and who bring our own talents, ingenuity, and perspective to achieve our vision. That belief puts diversity, equity, and inclusion at the center of everything we do. We are keenly aware of the barriers that many of us face as we strive to live life on our own terms. That’s why, as a community, we are committed to always being part of the solution. This work is essential to who we are as an organization. Together, we are making a better state possible for everyone. As a team member, you’ll join an agency that values a learning and participatory performance culture with an emphasis on high-performance teams, individual contribution/impact, and engagement in activities to promote and support programs, divisions, and the overall agency vision and mission.

About the role

MassAbility is hiring a Principal Experience Owner to transform the way we deliver services to people with disabilities. In this role, you will be a cross-functional experience leader who helpsshape and facilitate design, delivery of a service, and constituent experience transformation strategy and roadmap. You will work with the people MassAbility serves, with staff, and with program partners to envision the future of our agency’s services. You will also lead cross-functional teams to translate ideas into action across policy, technology, processes, and more.

This position is a full-time contract role. The work schedule is Monday through Friday, 9 a.m.-5 p.m. Eastern Time, in a hybrid arrangement, with one to two days per week spent in our office at 40 Broad Street in Boston’s Waterfront neighborhood. This position is expected to occasionally travel to Area Office locations within the Commonwealth of MA in support of their work.

What you’ll do

You’ll joina growing team within MassAbility’s Department of Excellence & Innovation that will lead transformation projects across the agency – nothing is off limits. Our ambitions span our public presence and the way people research and apply for services, the way our program teams manage relationships and services with participants and partners, our agency’s financial operations, and more.

Responsibilities

As Principal Experience Owner, your mission is to put MassAbility on the cutting edge of accessible service design, creating delightful experiences for participants and staff alike. In this role, you will:

• Develop a vision and roadmap for the participant, staff, and partner experiences.
• Implement the vision. Ensure that teams work together toward milestones. Coordinate across research, design, policy development, operations, technology, procurement, legal, and more.
• Map and manage the interests of complex stakeholder groups.
• Partner closely with researchers and designers to address key research questions, generate solutions, prototype concepts, and advocate for constituents' needs.
• Partner with stakeholders to understand policies, technology systems, business needs, and other constraints to inform the vision and roadmap.
• Partner with IT to develop a strategy for technology procurement and oversee vendor work.
• Measure impact and prioritize improvements to the service and experience based on data.
• Act as a change agent within MassAbility. Advocate for cross-functional communication, agile planning and development, and data-driven decision-making.

We'd love to hear from you if you have

• An interest in helping the public and building accessible experiences.
• 7+ years of analogous professional experience.
• 3+ years of experience in complex government environments (or something similar).
• Experience leading multi-disciplinary teams and delivering complex implementations across digital and non-digital channels and touchpoints.
• Experience launching new services and translating high-level strategy into actionable plans.
• Demonstrated flexibility and patience in navigating highly regulated environments.
• Experience managing work in complex stakeholder ecosystems.
• Outstanding communication, facilitation, and organizational change skills.
• Demonstrated ability to break work into smaller increments that focus on user needs.
• Ability to anticipate and address roadblocks.

Additional Information

• This is a contract position working up to 37.5 hours per week.
• Benefits are unavailable except for sick leave accruals.
• Contracts are renewable, subject to the Department's approval, performance, and allocation of funds.
• All employees will be paid on a bi-weekly basis and must have direct deposit.
• State and federal taxes will be withheld. In addition, the contractor must participate in the Alternative Retirement Program mandated by federal law.

Contract Period of Service: start date TBD - 6/30/2027 (Renewable subject to available funding)

Memo: State Fiscal Years 7/1/2027-6/30/2028* 7/1/2028-6/30/2029*

About MassAbility

MassAbility provides services that break down barriers and empower people with disabilities to live life on their own terms. Our programs focus on vocational rehabilitation, community living, and disability determination for federal benefit programs. We are change agents and community builders. And we put the people we serve at the heart of everything we do. We envision a Commonwealth that is open to all, where everyone can seize their true potential and contribute fully to our communities and the world. Together with stakeholders, partners, and allies, MassAbility collaborates, problem-solves, and innovates to bring about a better Massachusetts for everyone—one that is truly equitable, accessible, and inclusive.

For more information about our agency and programs, visit: MassAbility | Mass.gov

Pre-Offer Process

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori and click on "Information for Job Applicants."

As part of the hiring process, the Office of Human Resources will be verifying any college-level degrees conferred to the selected candidate. Additionally, any licensure required for the position will be verified. Information provided as part of the hiring process is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

Education, licensure, and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

ADA Reasonable Accommodation

If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests.

Qualifications

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

An Equal Opportunity / . Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate based on 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.