Customer Experience Lead

State of Vermont • Calais, VT

3d • Hybrid

About The Position

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.

Requirements

• Bachelor’s degree in business administration, Public Administration, Information Technology or a related field OR Certification as a Project Manager Professional (PMP) and Three (3) years or more of experience in the field of information technology where the primary role was project manager.
• Five (5) years or more of experience in the field of information technology where the primary role was project manager.

Nice To Haves

• Master’s degree in business administration, public administration, information technology or project management.

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.

Benefits

• 80% State paid medical premium and a dental plan at no cost for employees and their families
• Work/Life balance: 11 paid holidays each year and a generous leave plan
• State Paid Family and Medical Leave Insurance (FMLI)
• Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
• Tuition Reimbursement
• Flexible spending healthcare and childcare reimbursement accounts
• Low cost group life insurance
• Incentive-based Wellness Program
• Qualified Employer for Public Service Student Loan Forgiveness Program

What This Job Offers

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