Customer Experience Lead

State of Vermont • Montpelier, VT • 8h ago

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1371458

Overview

The Customer Experience Lead is a change manager who strategically oversees the implementation of organizational change initiatives using businessprocesses, technology use, and industry knowledge to enable and support change across users, departments up to the whole organization. This role willreport 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 minimizeresistance. This role drives success through knowledge of business requirements and intended outcomes, while collaborating between departments andthe 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 theirunique requirements, objectives, and challenges.

Work closely with stakeholders to align solutions with their

specific needs, regulations, and compliance standards, ensuring that products and servicesmeet 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 trainingsessions, workshops, and knowledge-sharing initiatives to empower government users to effectively utilize the solution, maximize benefits, and drivepositive 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 whilecollaborating with the ProjectTeams to ensure alignment.

Conduct studies and analyses to assess how the changes impact

employees, if employees are ready to implement proposed changes, and who thekey 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 programmaticgoals 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 forIT Project Manager IV{target="_self"}.

Environmental Factors

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.

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