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Deputy Chief Customer Experience Officer

4 months ago

Albany, United States New York State Executive Chamber Full time

Under the general direction of the Chief Customer Experience Officer (CXO), the Deputy

CXO is responsible for supporting all efforts in setting statewide customer experience strategy,

policy, vision, and direction. This subject matter expert will work on the development and

implementation of customer experience initiatives to create better operational efficiency,

stronger web, and mobile presence for State applications, and reduce processing times for

services.


Duties will include the following:

  • Serve as an advisor on issues pertaining to customer experience and will monitor/report progress on the Governor’s customer experience agenda.
  • Work with Chamber and Agency leadership to identify initiatives across the state that will move the needle on customer experience.
  • Support NYS’s efforts to strengthen its culture of service delivery by developing and implementing Agency customer experience action plans
  • Work closely with Information Technology Services (ITS) to identify opportunities to improve the overall customer experience (e.g., systems, processes, user experience, quality assurance etc.).
  • Set goals, create work plans, track progress, and build resources to embed a customer obsessed culture into State Operations.
  • Other related duties as assigned and required.


Minimum Qualifications:

A bachelor’s degree and at least six years of progressively responsible experience with a focus

on public administration, public policy, digital transformation policy, or other similarly related

fields.


Preferred Skills:

  • Familiar with state government’s mission and priority policy areas, including an appreciation of the particular challenges involved in leading digital transformation within a complex bureaucracy.
  • Demonstrated experience tracking and measuring performance on customer experience key indicators.
  • Communicates effectively and clearly with audiences at all levels in both written and oral media, including strong ability to translate technical concepts for non-technical audiences.
  • Has independent views, but also able to work through a bureaucratic structure.
  • Skilled in building influence in organizations without relying on formal titles or roles in order to achieve key deliverables and successfully navigate regulations, policies, processes, technology, and people necessary to drive work forward.