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State of Massachusetts Manager of Customer Engagement & Experience in Boston, Massachusetts

As the Manager of Customer Engagement & Experience, you’ll help provide services to internal governmental stakeholders and external superusers of economic data in academia, business, and non-profit groups as well as to the public who are interested in using economic data to support their career choices. Informed by end user research and other qualitative research methods, you’ll influence the business process design for ensuring that the Economic Research Division’s wide ranging data products are being best utilized by its diverse stakeholder groups. You'll also drive the strategy for agency-wide 'Constituent Success' by advocating on behalf of stakeholders on topics ranging from benefit delivery to digital experiences, traditional communications, and other customer touch points. The Economic Research Division is currently expanding its research and analytics capabilities due to the increased demands for real-time data insights into the state of the Commonwealth’s economy. This position will be a critical management position within the Economic Research team whose mission is to provide agile and accurate workforce forecasts so that provide policy makers in state government as well as workforce can succeed in providing workers and employers with the data they need to succeed. This position will be particularly important to enabling that mission as it will manage how stakeholders can use industry projections to implement targeted re-employment programs that will allow workers to reintegrate into a post-pandemic economy. The ability to work in a predominantly remote, though highly collaborative environment, is essential. As this position will deal with the production of some of the most useful demographic data tools in Massachusetts, an understanding of socioeconomic factors and the intellectual curiosity to share key insights about rising inequality in the Commonwealth will be prioritized. This position may require a high amount of interactivity with staff from other secretariats requiring economic data insights, especially the staff of the Governor’s Workforce Skills Cabinet which includes the secretariats of Education and Housing and Economic Development as well as the Administration and Finance secretariat, a super user of Economic Research managed data. The role will also at times partner with staff from the Department of Career Services and the Department of Unemployment Assistance in order to provide regional economic insights to help with re-employment. Responsibilities include: Establish success metrics and determine processes to collect and analyze feedback to iterate and improve the overall constituent experience Establish proactive customer listening mechanisms and feedback loops that deliver the voice constituents back into the organization to drive strategic improvements to the service roadmap, customer support and programs, and marketing strategies Map the entire customer (employer and constituent) life-cycle journey and identify opportunities for improvement Provide operational support for the Divisions’ ongoing business process redesign including conducting stakeholder interviews and follow-ups, user requirements analysis, task analysis, conceptual modeling, and usability testing Create user experience and information architecture guidelines and documentation Communicate and synthesize research findings through personas, storyboards, scenarios, flowcharts and design prototypes Oversee all customer communications and engagement protocols Serve as an escalation resource to internal partners and stakeholders issues seeking to prevent their re-occurrence through after-action reviews and facilitating root cause analysis often in partnership with other departments Organize a yearly workforce data summit and additional meetings and events with stakeholders relative to new economic data research in Massachusetts Manage a support staff focused on improving customer experience and data product accessibility. Support the Director of Strategic Engagement in executing the Division’s short and long-term goals for optimizing economic data service delivery Produce a style guide for the Division that ensures information design consistency across data products Redesign and monitor the Labor Market Information website to better incorporate Tableau data visualizations and ease of content navigation Facilitate the creation of additional economic data insight content offerings such as blog posts and newsletters MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) 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 experience. II. A Bachelor’s degree in a related field may be substituted for two (2) years of the required experience. III. A Graduate degree in a related field may be substituted for three (3) years of the required experience. IV. A Doctorate degree in a related field may be substituted for four (4) years of the required experience. Executive Order #595:As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. Job: Economics* *Organization: Department of Workforce Development *Title: *Manager of Customer Engagement & Experience Location: Massachusetts-Boston-19 Staniford Street Requisition ID: 210008NQ

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