Chief Customer Experience Officer

Summary

Description

Description of Job

Division of Motor Vehicles (DMV)

Do you have a passion for making a difference in Coloradan’s lives? Do you like being involved in complex and critical policy issues that have wide-scale impact? Enjoy motivating, developing, and guiding people to reach a common goal? The Division of Motor Vehicles (DMV) has a job opportunity for someone who is passionate about leading teams, developing strategic goals and priorities, and driving results. We want to tap into your love of making an impact for our customers and our remarkable employees who make a difference every day all over Colorado. Watch this short video of what it’s like to work at the DMV!

DMV Mission: We promote public safety, trust, and confidence for all Coloradans by delivering customer-centric driver license and motor vehicle services. 
DMV Vision: Improve the quality of life for all Coloradans through exemplary DMV services.
This Hybrid position is primarily work from home, but may be required to travel to various Driver License Office locations throughout the region and work in the office as determined by the needs of the Division.

The Support Services Unit provides administrative oversight and strategic direction for the Division of Motor Vehicles. Its teams include DMV training, DMV Contracts/Policy/Legislation, and a newly created Office of Operational Excellence and Customer Experience and Operations. These teams provide support to the entire DMV in functions that require specific subject matter expertise and consistency in application.
 

The Chief Customer Experience Officer (CCXO) will provide executive leadership and oversight for customer service delivery operations supporting the DMV’s suite of services that includes all things customer experience related:  e-services, website, public education, contact center, and in-person customer service delivery. The CCXO will champion a customer-centric culture, aligning strategic goals with customer expectations to deliver best-in-class service.

Reporting directly to DMV Deputy Senior Director, this leader will be responsible for accelerating the DMV’s customer experience agenda through collaboration across all business units that have external customer interactions.

This role centers on building measurable improvements through DMV’s strategy, performance, and operations with a strong customer-centric operations focus, identifying and managing against KPIs and collaborating across DMV teams including Driver Services and Vehicle Services.

The position will demonstrate a focus on achieving best-in-class customer service.  This individual thrives in an environment where they can roll up their sleeves and drive real change to an existing operating model – with a keen eye towards continuous improvement and enabling an environment where people can bring their best to work every day, at every level of the organization. Successful candidates will bring experience in mastering operations on a larger scale and transforming customer experience in a variety of customer service channels. This individual must have a high EQ in order to be viewed as an effective business partner by their respective business peers across the DMV. 

This position will be relied on by DMV executive leadership for decisions related to customer experience and for developing a customer-centric culture within the DMV including promoting an environment where every decision, every strategy, and every action is guided by the needs and expectations of the customers.  This position will  track how the DMV interacts with customers, then identify or create methods that will improve those interactions.

This position will collaborate closely with other DMV executive and senior leadership to align the organization’s strategic goals with customer experience initiatives.

Responsibilities of this position include:

• Drive cross-functional focus on customer outcomes, value, and experiences 

• Understand the segmentation of DMV customers and meet with / learn from customers as needed to set priorities

• Defining customer value propositions and development of key customer experience metrics to support the value propositions

• Allocating resources

• Monitoring performance metrics and results related to customer satisfaction

• Ensuring the customer experience process integrates with day-to-day tasks and technology developments

• Recommending customer experience improvements by acting as the learning engine of DMV to infuse the voice of the customer into all aspects of DMV

This position will be responsible for leading the customer experience team as this area expands.

This position is responsible for overseeing the design and implementation of a seamless, integrated customer experience across all touchpoints, including the contact center, website, and in-person interactions, as well as developing recommendations for future state consistent with the DMV Strategic Plan. 

• Oversee the implementation of seamless customer experience across all channels
• Direct the modernization of the DMV contact center
• Establish service standards and KPIs across all customer touchpoints
• Lead process improvement initiatives to reduce wait times and enhance service delivery
• Manage customer experience team and resources

This position is responsible for ensuring the DMV website is effective and efficient, working with the DOR website team towards a continuous improvement model. This position will also be the main point of contact for issues related to e-services and customer portal and will work closely with DOR’s Innovation, Strategy, and Delivery Team and Section Directors to identify gaps and resolve issues. As part of the customer journey and experience, this position is responsible for coordinating with DMV communications and other DMV sections to develop and deliver a public education strategy.

This position will also leverage the utilization of customer experience technology such as utilization of customer experience technology and platforms to resolve issues, gather feedback, and deliver insights to improve the customer experience In working with relevant section directors, this position will collaborate on best practices, ensure that these technology tools are leveraged to the benefit of the sections and customers and work towards continuous improvement.

This position is responsible to continually assess industry leading trends and practices like artificial intelligence, integrating technology, automation, and processes to increase efficiencies, provide elevated levels of services, and mitigate risk/fraud.

• Guide the implementation of customer experience technologies

• Oversee website effectiveness and e-services optimization

• Lead public education and communication strategies

• Drive adoption of AI and automation solutions to enhance customer service

• Evaluate and implement emerging customer service technologies

The Knowledge, Skills and Abilities most critical to success in this role are:

• Proven Leadership:10+ years of customer service and operations experience. Track record of managing call center or contact center sites, driving continuous improvement, executing with urgency, and delivering optimal, omni-channel customer experiences. Inspiring leader who has managed large teams and attracted, retained, and developed talent.

• Innovative Mindset: An innovative and operationally disciplined leader and business strategist who is transformational in approach and at the forefront of new and emerging customer service delivery practices, including modern call center models. Brings deep knowledge of customer support and contact centers with demonstrated ability to improve results across multiple metrics.

• Operational Mastery: Bring a results-oriented and disciplined operations focus with strong business acumen, customer service expertise, and people management skills. Experience managing against KPIs and navigating dynamic, customer-centric, highly matrixed, regulated environments of similar scale and complexity to the DMV.

• Visionary Leadership: Clear and optimistic vision for what is possible, with proven ability to execute with urgency and pragmatism. Brings an entrepreneurial "start-up" mindset while effectively communicating a compelling vision to lead large, diverse teams through change and generate followership along the way. 

• Customer Champion: Possesses deep empathy for the customer experience, consistently analyzing services from the customers' viewpoint. Champions customer centricity within the organization through designing, implementing, and managing strategies that enhance customer satisfaction and loyalty.

• Strategic Acumen: Strong influencing skills and ability to develop and execute strategic and tactical plans that drive business decisions. Demonstrates deep understanding of customer behavior and experience best practices, with proven ability to collaborate across various sections (driver license, vehicle services, communications) to ensure a cohesive customer journey.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Residency Requirement:

This posting is only open to residents of the State of Colorado at the time of submitting your application. 

Class Code & Classification Description: (New)

MINIMUM QUALIFICATIONS:

Experience Only:

Ten (10) years of relevant leadership experience in strategic-level, omni-channel customer experience or similar role, two (2) of which must have included experience with public or business administration, establishing goals and objectives, as well as developing and managing a budget to achieve program goals and objectives

OR

Education and Experience:

A combination of related education and/or relevant leadership experience in strategic-level, omni-channel customer experience or similar role, equal to ten (10) years, two (2) of which must have included experience with public or business administration, establishing goals and objectives, as well as developing and managing a budget to achieve program goals and objectives 

Preferred Qualifications:

• Demonstrated Public Sector Experience leading or directing customer experience efficiencies, improvement, and strategy
• Experience implementing and managing customer service technologies to include customer feedback, CRM, customer journey-mapping, and knowledge management
• Experience creating, tracking, and visualizing metrics
• Demonstrated analytical ability to interpret customer data 
• Experience driving strategy, leading initiatives, and transforming customer service experience
• Ability to effectively lead without direct authority over the teams responsible for carrying out implementation

Conditions of Employment with the CDOR:

Employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, integrity, and public confidence. 

As a condition of employment with the CDOR, all personnel must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations, therefore all employees must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy. Final candidates must also complete a successful background investigation and reference check prior to appointment. Certain positions based on duties may require scheduled background investigations.

Minimum Qualification Screening

A Human Resources Analyst will only review the work experience/job duties sections of the online job application, to determine whether you meet the minimum qualifications for the position for which you are applying. Only complete applications submitted before the closing date of this announcement will be reviewed.

• Cover letters and resumes WILL NOT be accepted in lieu of the official State of Colorado online application. CDOR does not accept attachments of any kind during the application process. Part-time work experience will be prorated.

• Applicants must meet the minimum qualifications to continue in the selection process for this position. Do not use "see resume" or "see attached" statements on your application. 

• List your employment history starting with the most recent job, including part-time, temporary, and volunteer jobs. If more than one job was held with a given organization, list each job held as a separate period of employment. 

• Information must be accurate, including dates of employment.  If it is found that information provided is falsified, you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.

• The eligible list established from this posting may be used to fill additional vacancies.

Email Address:

All correspondence regarding your status in the selection/examination process will be conducted via email.  Please set up your e-mail to accept messages from "state.co.us" and "info@governmentjobs.com" addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

APPEAL RIGHTS

An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.

As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director.

Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at dpa_state.personnelboard@state.co.us within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.

For further information on the Board Rules, you can refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, atspb.colorado.gov/board-rules.

Supplemental Information

Equity, Diversity, and Inclusion Compliance

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Colorado Department of Revenue is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA inbox, dor_ohr@state.co.us.

We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people.  We strongly encourage candidates from all backgrounds and abilities to apply.

If not applying online, submit application to:

If you are not able to submit an online application, a paper application is available at this link: PDF State Paper Application (Download PDF reader)(Download PDF reader). Paper applications must be received via email to dor_ohr@state.co.us by the closing date and time of the application period listed on this announcement.

Methods of Appointment:

Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason. 

Step Pay Program:

Per the requirements of the Step Pay Program, any former or current State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification's pay range based on completed years in their current class series.