Director of Enterprise Service and Experience Design

Commonwealth of Massachusetts•Boston, MA

8d•Hybrid

About The Position

The Director of Enterprise Service and Experience Design leads efforts to transform how the Commonwealth designs and delivers government services, advancing accessible, effective, and connected experiences for constituents and businesses. The role translates EOTSS and Mass Digital’s constituent experience vision and strategic priorities into initiatives that improve services and experiences across agencies, programs, and channels. The Director provides strategic and operational leadership for enterprise service and experience design, leading complex cross-agency initiatives that address organizational, operational, policy, technology, and service-delivery challenges. In partnership with executive leaders, agencies, and multidisciplinary teams, the Director reimagines end-to-end services and journeys, aligns work across organizational boundaries, and drives sustainable improvements in government services. Through Mass Digital’s Customer Experience Center of Excellence, the Director leads development and adoption of service and experience design capabilities across the Commonwealth. This includes strengthening professional practices, teams, communities of practice, operating models, and shared resources that help agencies adopt people-centered service design, delivery, and continuous improvement. The position also leads and develops Mass Digital/CX COE’s service and experience design team and supports agencies in building their own teams and capabilities. The primary work location is One Ashburton Place, Boston, Massachusetts. The position follows a hybrid model, with at least two in-office days per week and additional on-site presence as needed. The standard schedule is Monday through Friday, 9:00 AM to 5:00 PM, with flexibility and adaptability expected to meet operational needs.

Requirements

At least six years of full-time or equivalent part-time professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration, or clinical management; at least two years must be in a supervisory or managerial capacity, or an equivalent combination of experience and substitutions.
Bachelor’s degree in service design, experience design, human-centered design, public administration, business administration, or a related field, or equivalent professional experience.
Strong commitment to equitable, accessible, and effective public services.
Flexibility and adaptability to meet operational needs and evolving business priorities.

Nice To Haves

At least eight years of service and experience design experience in government, public-sector organizations, or similarly complex and regulated industries such as healthcare.
At least five years leading service and experience design practices and teams, including supervisory or people-management responsibilities.
Deep expertise and thought leadership in human-centered service and experience design, including discovery, research, experience strategy, design methodologies, and best practices.
Ability to translate enterprise constituent-experience visions and strategic priorities into actionable strategies and initiatives that improve service delivery, organizational effectiveness, and constituent outcomes.
Ability to apply systems thinking and service design to complex organizational, operational, policy, and technology challenges and improve end-to-end services across organizational boundaries.
Experience building, scaling, and leading high-performing design teams and organizational capabilities, including shared practices, operating models, standards, and communities of practice.
Understanding of organizational change management and ability to influence senior leaders, build strategic partnerships, and drive transformation across complex organizations.
Ability to turn design research, insights, and strategies into actionable improvements in service delivery, business processes, and organizational operations.
Exceptional communication, facilitation, stakeholder engagement, and storytelling skills, including the ability to influence diverse audiences, navigate competing priorities, and build consensus.
Ability to coach, mentor, and develop design professionals while fostering collaborative, inclusive, high-performing teams.
Strong program and portfolio management skills, including prioritization, oversight of complex initiatives, resource and budget management, outcome measurement, and continuous improvement.
Proficiency with modern service and experience design tools and methods, and understanding of government operations, policies, procurement, and digital service delivery.
A relevant certificate may substitute for one year of the required entrance experience.
A related bachelor’s degree may substitute for two years of the required entrance experience.
A related graduate degree may substitute for three years of the required entrance experience.
A related doctorate may substitute for four years of the required entrance experience.

Responsibilities

Champion constituent-centered design and service and experience design within Mass Digital, EOTSS, and state government.
Help define, refine, and realize the strategic vision for seamless, personalized, holistic constituent services and journeys across the Commonwealth.
Advise, coach, and enable senior leaders and state agencies to incorporate service and experience design into the design, delivery, operation, and continuous improvement of constituent journeys and end-to-end experiences.
Identify, cultivate, and lead strategic partnerships with state agencies to improve high-impact constituent services and journeys.
Maintain knowledge of emerging service and experience design trends and innovations, particularly in government contexts.
Contribute to strategies and policies that support sustained transformation of government services and constituent experiences.
Identify opportunities for service and experience design to improve state service delivery and agency missions.
Scope and direct design engagements, initiatives, and workstreams, ensuring clear budgets, timelines, and goals.
Define and refine service and experience design best practices and playbooks, and ensure their use by internal and vendor staff.
Develop and expand enablement resources and offerings, such as a service pattern library and community of practice.
Improve service and experience design processes, practices, and tools; bring in external best practices and identify opportunities to innovate and scale impact.
Lead, manage, and grow the Mass Digital/CX COE service and experience design team.
Oversee team resource management, hiring, workload management, professional development, skill enhancement, and future growth frameworks.
Provide team members with regular feedback, evaluation, and coaching.
Build a diverse and inclusive team and embed diversity, equity, and inclusion principles in team recruitment, development, retention, and service design and delivery.
Help agencies across the Commonwealth hire, build, and grow service and experience design teams and capabilities.
Lead a Commonwealth-wide service and experience design community of practice that fosters shared learning and adoption of design practices.
Advise and coach secretariat CX team leaders on strategic team and organizational growth and the application of service and experience design skills and practices.