Customer Experience (CX) Transformation Program Lead

City of San Jose • San Jose, CA

21h • Hybrid

About The Position

The Customer Experience (CX) Transformation Team is leading a multi-year enterprise modernization initiative focused on improving how residents, businesses, and other stakeholders experience City services across departments and service channels. This work includes a technology implementation, operational improvement initiatives, business process redesign, organizational change management, and cross-department coordination to support a more connected and customer-centered service delivery model. The Customer Experience (CX) Transformation Program Lead (Assistant to the City Manager) serves as the primary operational implementation lead for the City's Customer Experience (CX) Transformation initiative, helping departments translate strategic recommendations into operational improvements and sustainable business practices. This position will lead cross-department implementation efforts, facilitate organizational change, and help ensure that service modernization initiatives achieve measurable operational outcomes. This position operates in a fast-paced, collaborative, and evolving transformation environment where team members regularly work across traditional functional boundaries and support both strategic and operational implementation efforts. The ideal candidate is a hands-on problem solver who is comfortable facilitating cross-department collaboration, leading operational improvement efforts, and supporting implementation activities at all levels of the organization. This position is limit-dated through June 30, 2028.

Requirements

• A bachelor’s degree from an accredited college or university in public administration, business administration, or discipline related to the business performed by the department, AND six (6) years management and/or administrative experience in government or private business/industry.
• A master’s degree is preferred and may be substituted for one (1) year of the required experience.

Nice To Haves

• Experience supporting large-scale organizational transformation, operational modernization, customer experience initiatives, or enterprise technology implementations.
• Internal Consulting & Operational Assessment – Ability to work as an internal consultant to departments by facilitating problem-solving, conducting operational assessments, diagnosing service delivery challenges, identifying root causes, and developing actionable recommendations that improve organizational performance and customer outcomes.
• Operational Transformation & Implementation Leadership – Experience leading or supporting operational modernization, customer experience, technology implementation, or other enterprise transformation initiatives, including coordinating stakeholders, managing implementation activities, resolving implementation challenges, tracking risks and dependencies, and advancing initiatives from planning through execution.
• Organizational Change Management & Adoption – Experience leading or supporting organizational change initiatives, including stakeholder engagement, communications, training, readiness planning, and adoption strategies that support successful implementation and long-term sustainability of change.
• Process Improvement & Service Redesign – Experience facilitating business process mapping, customer journey mapping, service evaluations, and continuous improvement efforts to redesign workflows, improve service delivery, and enhance customer experiences.
• Analytical Thinking & Strategic Problem Solving – Strong analytical and critical thinking skills with the ability to evaluate complex operational challenges, identify root causes, develop practical solutions, and translate findings into actionable recommendations.
• Adaptability & Resilience – Ability to operate effectively in ambiguous, evolving, and fast-paced environments while managing competing priorities, responding to changing business needs, and advancing organizational objectives.
• Stakeholder Engagement & Cross-Functional Collaboration – Experience building productive relationships across departments, facilitating stakeholder discussions, coordinating diverse teams, and advancing initiatives through influence, collaboration, and shared accountability.
• Understanding of public sector service delivery, governance structures, organizational dynamics, and operational environments preferred.
• Prosci, CCMP, or other Organizational Change Management certification preferred
• Lean Six Sigma certification preferred

Responsibilities

• Lead implementation and execution of operational improvement and transformation initiatives across multiple departments and service areas, coordinating activities, resources, and stakeholders to support successful delivery and adoption of modernization efforts.
• Lead implementation of organizational change management (OCM) activities, including stakeholder engagement, readiness planning, communications, training coordination, and adoption strategies to support successful implementation and sustained use of new processes and systems.
• Serve as an internal consultant to departments by facilitating operational assessments, business process redesign efforts, customer journey mapping activities, and continuous improvement initiatives; diagnosing service delivery challenges; identifying root causes; and developing recommendations that improve operational performance, customer experience, and service delivery outcomes.
• Collaborate with departments, technology teams, vendors, and implementation partners to support end-to-end delivery of transformation initiatives and resolve implementation issues.
• Prepare executive presentations, reports, briefing materials, and recommendations to communicate findings, implementation progress, risks, and operational improvement opportunities to program leadership and stakeholders.
• Monitor implementation progress, operational impacts, risks, and dependencies to ensure successful delivery of transformation initiatives.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level