Customer Experience Director

State of Indiana•Indianapolis, IN

10d

About The Position

The Customer Experience Director shapes and leads the Indiana Department of Revenue’s customer experience strategy. The director ensures interactions across the customer journey are consistent, efficient, and aligned with the agency’s core values. In partnership with cross-functional teams, the role improves processes, advances customer-centric initiatives, and delivers measurable results related to customer satisfaction and first call resolution. The position facilitates coordinated statewide initiatives, develops strategies for compliance and cost-efficient service delivery, evaluates progress toward goals, and represents the division at public meetings and task forces. It also includes employee recruitment, onboarding, training, performance management, and ensuring work meets quality standards, deadlines, and procedures. The role may directly supervise one or more staff members. The position is exempt from overtime compensation; additional hours may be required to complete essential or assigned work, with a minimum of 75 hours per pay period reported to receive base biweekly salary.

Requirements

Ability to supervise others, including assigning and directing work, conducting evaluations, training and developing staff, taking appropriate disciplinary or corrective actions, and making hiring or termination recommendations.
Ability to embrace and foster change.
Commitment to customer service and operational excellence.
Ability to interface at the highest organizational levels and maintain effective working relationships with agency employees.
Strong problem-solving and analytical skills, with the ability to think creatively.
Effective communication skills.
Ability to create, maintain, and improve a culture of teamwork, excellent customer service, and cost-effective use of state resources.
Ability to discharge job responsibilities with integrity.
Strong financial management skills.
High attention to detail.
Ability to manage and coordinate multiple projects simultaneously.
Ability to work flexible hours based on business needs.
Ability to treat state employees with courtesy and respect.
Broad knowledge and understanding of the agency’s mission, policies, functions, and responsibilities.
Broad knowledge and understanding of, and ability to apply, laws, rules, and regulations relating to registration of vehicles and watercraft.
Considerable knowledge of state government operations and managerial, administrative, budgetary, and personnel-related regulations, policies, and procedures.
Ability to delegate work, set clear direction, and manage workflow.
Ability to effectively give feedback, provide guidance or corrective action, and coach and develop employee skillsets.
Ability to perform essential functions with or without reasonable accommodation.

Responsibilities

Facilitate statewide initiatives across organizational lines to ensure program development, implementation, and service delivery are comprehensive, coordinated, and not duplicative.
Develop short- and long-term strategies to foster compliance and cost-efficient service delivery.
Evaluate accomplishments against established goals and adjust goals, methods, or procedures as needed.
Represent the division at public meetings and task forces and present relevant information.
Recruit, select, onboard, and train employees so responsibilities and expectations are understood and employees have professional development opportunities.
Set expectations, measure progress, provide ongoing feedback, and evaluate employee performance.
Ensure work adheres to quality standards, deadlines, and proper procedures.
Partner with cross-functional teams to improve processes and advance customer-centric initiatives.
Lead customer experience strategy and pursue measurable improvements in customer satisfaction and first call resolution.
Delegate work, set direction, and manage workflow.
Coach and develop employee skills and provide guidance or corrective action as appropriate.

Benefits

Three medical plan options, including prescription coverage, plus vision and dental plans.
Wellness Rewards Program with gift card rewards for completed wellness activities.
Health savings account with biweekly state contributions.
Deferred compensation 457(b) account with employer match.
Two fully funded pension plan options.
Leave program including 150 hours of paid New Parent Leave, up to eight weeks of paid Childbirth Recovery Leave for eligible mothers, up to 15 hours of paid community service leave, and 180 combined hours of paid vacation, personal, and sick leave.
12 paid holidays, or 14 in election years.
Education Reimbursement Program.
Group life insurance.
Referral Bonus program.
Employee assistance program with covered behavioral health visits.
Qualified employer for Public Service Loan Forgiveness.
Free parking for most positions.
Free LinkedIn Learning access.