Experience Design Unit Supervisor (Supervisor I)

Job Description and Duties Ready to help shape the future of the Child Support Program? We are seeking an innovative and collaborative leader to launch and lead the newly established Experience Design Unit (EDU). This exciting opportunity offers the chance to build a brand-new team from the ground up while driving improvements in customer experience across the organization. The EDU Supervisor will lead a team that uses customer research, journey mapping, data analysis, and stakeholder engagement to identify opportunities, develop customer-centered solutions, and improve service delivery, accessibility, efficiency, and trust. You will find additional information about the job in the Duty Statement. Special Requirements • The position(s) require(s) a Background Investigation be cleared prior to being hired. • Fingerprint/Criminal Record Clearance is required before hire. Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate: • Demonstrated commitment to customer-focused service delivery and continuous improvement. • Demonstrated ability to build and lead high-performing teams by fostering a culture of accountability, collaboration, continuous improvement, and employee engagement. • Experience conducting customer, user, or stakeholder research to inform service improvements. • Experience applying human-centered design, service design, or customer experience principles. • Experience developing and using journey maps to identify pain points and improvement opportunities. • Experience analyzing qualitative and quantitative data and translating insights into actionable recommendations. • Experience facilitating workshops, interviews, focus groups, or stakeholder engagement activities. • Experience working effectively with staff, managers, and executives at all levels of an organization. • Strong written and verbal communication skills, including presenting findings to leadership. • Experience supporting organizational change and implementation of customer-centered solutions.