TheExecutive Office of Technology Services and Security (EOTSS) is the state’sleadoffice for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.   The Massachusetts Digital Service Team (Mass Digital) Overview: Come joinMass Digitalas our firstDirector ofUX andService Designand help us build the future of constituent services for Massachusetts!Mass Digital,within EOTSS,is hiring aDirector ofUX andService Designto improve the holistic design and delivery of state services andto lead our design,research,and content practices. Mass Digital partners with organizations across state government to transform how residents, visitors,businesses,and government agencies interact with the Commonwealth.     Mass Digital hasestablisheditstrack recordof delivery through recent work with the Department of Family and Medical Leave (DFML) and during the COVID-19 pandemic. We helped DFML launch the Commonwealth’s first digitally native service, Paid Family and Medical Leave and PaidLeave.mass.gov. During the pandemic, we supported the Department of Unemployment Assistance in expanding theircapacityto process unemployment claims in multiple languages and designed content for rapidly evolving pandemic unemployment benefits. We also supported the Department of Public Health and Command Center in launching andoperatingthe state’s vaccine preregistration system.   Now,we’returning our attention to implementing a vision of statewide digital experiences that are more accessible, simple, and secure:the Commonwealth Digital Roadmap. Our roadmap calls for transforming state services so that they meet the diverse needs of the people we serve.We’llachieve this through initiatives to create a single identity and profile for users of Commonwealth services, expand channels of communication, and improve people’s integrated experience across different state services. We will develop new products and services,establishstandards, and buildcapacitywithin agencies.     To make this vision a reality, we are expanding our content,researchand design teams to dedicate staff to each of these initiatives.   About the Role:   We are looking for aDirector ofUX andService Designto help advance ourroadmap andvision forholisticallyimprovingusers’end-to-endexperiences withstate services. You will work closely with the Chief Digital Officer and Deputy Chief Digital Officer tolead our growing service design practice, manage partnerships with agency stakeholders, improveusers’experiences withstate services, and be a champion for user needs. You’ll guide a team of designers, researchers, content strategists and multimedia specialists as they work within Mass Digital product teams and on projectswith state agencies. You’ll also collaborate with Mass Digital Product and Engagement Managers in scoping and resourcing work.   This position is afull-time opportunity.The work schedule for this position isMonday through Friday, 9:00AM to 5:00PM EST,in ahybrid remotearrangement with 2-4 days per month spent at the primary work location:1Ashburton Place, Boston, Massachusetts 02108.Applicants should belocatedwithin reasonable commuting distance from the primary work location.    Please note we will be reviewing applications on a rolling basis, so we encourage candidates to apply as soon as possible for consideration.   Duties andResponsibilities: Objective #1:Vision,strategyandleadership  * Set and implement a vision for how our team of designers, researchers, content strategists, and multimedia specialists can advance our goal ofimproving users’ experiences with state services.  * Championuser-centered designwithinMass Digital, EOTSS and across stategovernment.  * Collaborate withstate agenciestoincorporateuser-centereddesignpracticesinto how they design,deliverand continuously improve their services.Support their efforts with training and guidance.  * Maintain a deep understanding of the landscapeofand emerging trends in service design anddigital services.  * Contribute to the development of policies and strategies that support the transformation of government services.    Objective #2:Maturing and managing ourpractice.  * Continuouslyidentifyopportunitieswhere service design can add valuetostate service delivery and our agency partners. * Help scopeand overseerelatedengagements, initiatives,andprojects, ensuring there are clear budgets, timelines, and goals. * Refine Mass Digital’s best practices and ensure that they are applied to our service designwork, including work performed by internal staff and vendor staff who support our work.  * Identifyand act on opportunities to mature and improve the processes, practices,andtools that support our content, research, design, and multimedia practitioners.  * Lead research efforts to gather insights about user needs, behaviors, and pain points to inform service and product design.  * Establish and monitormetricsrelated tousersatisfactionand service quality. * Bringbest practices from outside the organizationandidentifyand act on opportunities to innovate and scale our impact.    Objective #3:Peopleand teammanagement * Lead the service design team, fostering a culture of innovation and a user-centric approach indesigning and deliveringservices.  * Oversee team development, encompassing workload management, skill enhancement, and frameworks for future growth.  * Empower yourteam membersgrowand succeed through regular feedback and evaluation.  * Demonstrate strong leadership skills to help build a diverse and inclusiveteam,ensuring thatdiversity,equityand inclusionprinciples are embedded in the attraction, recruitment,developmentand retention of your team and within the delivery of our services. Preferred Knowledge, Skills, and Abilities:  * A minimum of seven (7) yearsof experience inuserexperiencedesign,servicedesign,design,human-computerinteraction, or a related field.  * A minimum of five (5) years of experience in people management or team leadership, with an adaptive, empathetic, and collaborative leadership style.   * Enthusiastic about solving problems facing public-sector agencies and promotingequitableaccess to public services using modern technology, design, and research practices.   * Proventrack recordof building and leading high performing BA, UX, or Service Design teams.  * Expertisein user research, service design methodologies, and content strategy.  * Proficiencyin design tools and technologies.  * Ability to manage projects from start to finish in a complex, regulated environment.  * Strong interpersonal skills, quantitative and qualitative analytical skills, written and verbal communication skills, and hypothesis-driven thinking.  * Ability to manage relationships between technology staff and other operational areas.  * Comfort with ambiguity and ability to drive work forward without complete information.  * Self-motivated with the ability to prioritize tasks in a fast-paced environment to meet deadlines and manage competing demands.  * Eagerness to learn, empathy, and ability toleveragemultiple skill sets.  * Familiarity with government processes and procedures, including procurement and/or IT is a plus.  MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) six (6) 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 of which (B) at least two (2) years must have been in a supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below. Substitutions: I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience. II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience. III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience. IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience. _Comprehensive Benefits_ When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! *An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. *Job: Information Systems and Technology *Organization: Exec Office of Technology Services and Security *Title: *Director of UX and Service Design * Location: *Massachusetts-Boston-1 Ashburton Place Requisition ID: 240000Z2