Customer Experience Lead

at State of Vermont in Montpelier, Vermont, United States

Job Description

The Customer Experience Lead is a change manager who strategically oversees the implementation of organizational change initiatives using business processes, technology use, and industry knowledge to enable and support change across users, departments up to the whole organization. This role will report to the Director of the Enterprise Project Management Office and will help to create an environment that encourages employees to adopt changes quickly, equipping decision-makers and stakeholders with data and insights around change readiness, impact, and attitude toward change to minimize resistance. This role drives success through knowledge of business requirements and intended outcomes, while collaborating between departments and the project teams to ensure core needs are met during and after the project.

Primary Responsibilities

• Lead the Change Champion Network, inclusive of a team of change agents, influencing cross-functional teams with no direct supervisory responsibilities.
• Establish and nurture strong relationships with agency stakeholders, including department heads, project managers, and end-users, to understand their unique requirements, objectives, and challenges.
• Work closely with stakeholders to align solutions with their specific needs, regulations, and compliance standards, ensuring that products and services meet their requirements.
• Create a change management process to help employees and the organization quickly adopt change.
• Develop training programs and documentation to support teams, leaders, and the organization as they move through change. Coordinate training sessions, workshops, and knowledge-sharing initiatives to empower government users to effectively utilize the solution, maximize benefits, and drive positive outcomes.
• Coach and advise leaders, teams, partners, and individuals to adopt new ways of working and navigating change initiatives.
• Identify any interior or exterior resistance to proposed changes and any associated potential risks and develop management and mitigation plans while collaborating with the Project Teams to ensure alignment.
• Conduct studies and analyses to assess how the changes impact employees, if employees are ready to implement proposed changes, and who the key people are to convince employees to implement changes.
• Define, measure, and track key performance measures related to customer satisfaction, adoption rates, and project success criteria.
• Responsible for balancing an enterprise view of program objectives with the needs of all stakeholders, removing any fidelity to specific programmatic goals and objectives.

A fingerprint-supported background check may be required based on the assigned job duties and location.  For more information about this job role, please visit the job spec for IT Project Manager IV.

Work is performed in a standard office setting, but some travel may be required for which private means of transportation should be available. Work outside of regular business hours may be expected.