NY HELP No
Agency Executive Chamber of New York State
Title Deputy Chief Customer Experience Officer
Occupational Category Administrative or General Management
Salary Grade NS
Bargaining Unit M/C - Management / Confidential (Unrepresented)
Salary Range From $120000 to $150000 Annually
Employment Type Full-Time
Appointment Type Permanent
Jurisdictional Class Exempt Class
Travel Percentage 0%
Workweek Mon-Fri
Hours Per Week 37.5
Workday
From 9 AM
To 5 PM
Flextime allowed? No
Mandatory overtime? Yes
Compressed workweek allowed? No
Telecommuting allowed? No
County Albany
Street Address State Capitol
City Albany
State NY
Zip Code 12224
Minimum Qualifications 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.
Duties Description 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 andimplementing 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.
Some positions may require additional credentials or a background check to verify your identity.
Name New York State Executive Chamber Human Resources
Telephone
Fax
Email Address Resumes@exec.ny.gov
Address
Street NYS Capitol
City Albany
State NY
Zip Code 12224
Notes on Applying Please include resume and cover letter along with the vacancy ID number in the subject of your application.
