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Director of UX and Service Design

Website MassGov Commonwealth of Massachusetts

We are looking for a Director of UX and Service Design to help advance our roadmap and vision for holistically improving users’ end-to-end experiences with state services. You will work closely with the Chief Digital Officer and Deputy Chief Digital Officer to lead our growing service design practice, manage partnerships with agency stakeholders, improve users’ experiences with state services, and be a champion for user needs. You’ll guide a team of designers, researchers, content strategists and multimedia specialists as they work within Mass Digital product teams and on projects with state agencies. You’ll also collaborate with Mass Digital Product and Engagement Managers in scoping and resourcing work.




Objective #1: Vision, strategy and leadership

  • Set and implement a vision for how our team of designers, researchers, content strategists, and multimedia specialists can advance our goal of improving users’ experiences with state services.
  • Champion user-centered design within Mass Digital, EOTSS and across state government.
  • Collaborate with state agencies to incorporate user-centered design practices into how they design, deliver and continuously improve their services. Support their efforts with training and guidance.
  • Maintain a deep understanding of the landscape of and emerging trends in service design and digital services.
  • Contribute to the development of policies and strategies that support the transformation of government services.



Objective #2: Maturing and managing our practice.

  • Continuously identify opportunities where service design can add value to state service delivery and our agency partners.
  • Help scope and oversee related engagements, initiatives, and projects, ensuring there are clear budgets, timelines, and goals.
  • Refine Mass Digital’s best practices and ensure that they are applied to our service design work, including work performed by internal staff and vendor staff who support our work.
  • Identify and act on opportunities to mature and improve the processes, practices, and tools that support our content, research, design, and multimedia practitioners.
  • Lead research efforts to gather insights about user needs, behaviors, and pain points to inform service and product design.
  • Establish and monitor metrics related to user satisfaction and service quality.
  • Bring best practices from outside the organization and identify and act on opportunities to innovate and scale our impact.



Objective #3: People and team management

  • Lead the service design team, fostering a culture of innovation and a user-centric approach in designing and delivering services.
  • Oversee team development, encompassing workload management, skill enhancement, and frameworks for future growth.
  • Empower your team members grow and succeed through regular feedback and evaluation.
  • Demonstrate strong leadership skills to help build a diverse and inclusive team, ensuring that diversity, equity and inclusion principles are embedded in the attraction, recruitment, development and retention of your team and within the delivery of our services.



Preferred Knowledge, Skills, and Abilities

  • A minimum of seven (7) years of experience in user experience design, service design, design, human-computer interaction, or a related field.
  • A minimum of five (5) years of experience in people management or team leadership, with an adaptive, empathetic, and collaborative leadership style.
  • Enthusiastic about solving problems facing public-sector agencies and promoting equitable access to public services using modern technology, design, and research practices.
  • Proven track record of building and leading high performing BA, UX, or Service Design teams.
  • Expertise in user research, service design methodologies, and content strategy.
  • Proficiency in design tools and technologies.
  • Ability to manage projects from start to finish in a complex, regulated environment.
  • Strong interpersonal skills, quantitative and qualitative analytical skills, written and verbal communication skills, and hypothesis-driven thinking.
  • Ability to manage relationships between technology staff and other operational areas.
  • Comfort with ambiguity and ability to drive work forward without complete information.
  • Self-motivated with the ability to prioritize tasks in a fast-paced environment to meet deadlines and manage competing demands.
  • Eagerness to learn, empathy, and ability to leverage multiple skill sets.
  • Familiarity with government processes and procedures, including procurement and/or IT is a plus.




Minimum Requirements

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.



  • A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.
  • A Bachelor’s degree in a related field may be substituted for two (2) years of the required (A) experience.
  • A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.
  • A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.


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