Experience Inc. Jobs

Working Title: Business Systems Team Lead - Customer Experience

Job Class: Planning Director State

Agency: Public Safety Dept

• Job ID : 77974

• Location : St. Paul

• Telework Eligible : Yes

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers and DPS employees eligible to bid (permanent, classified employees in the same job and class). Eligible bidders should apply through self-service and confirm their bid by emailing megan.lund@state.mn.us by 07/05/2024.

• Date Posted : 06/28/2024

• Closing Date : 07/11/2024

• Hiring Agency/Seniority Unit : Public Safety Dept / Public Safety-MAPE

• Division/Unit : DVS Administrative Services / DVS MNLARS MGMT

• Work Shift/Work Hours : Day Shift / 8:00 AM - 4:30 PM

• Days of Work : Monday - Friday

• Travel Required : No

• Salary Range: $35.13 - $52.25 / hourly; $73,351 - $109,098 / annually

• Classified Status : Classified

• Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE

• FLSA Status : Exempt - Administrative

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

The business systems team lead serves as the program lead for the customer experience area within the business systems group specifically as related to technology. Position will coordinate activities and processes to identify, understand, and engage all DVS customers that interact with DVS systems to obtain and incorporate feedback. Incumbent will incorporate customer and community feedback so that DVS systems are reflective of the community we serve and has broad responsibility for setting work priorities, distributing work, tracking and monitoring work, analyzing program initiatives and performing other related tasks as needed.

This position will organize and facilitate community testing and feedback sessions; coordinate DVS customer experience resources, ensure the documentation of processes, and support and mentor the Business Systems Support, PMO, and all applicable program areas in best practices.

The lead provides structure, organizational management, business representation, and service to the division on critical communication and service delivery systems and works collaboratively and closely with the other Division Program Directors. Additionally, they will promote collaboration and teamwork across all internal and external teams including other divisions, MN.IT@DPS, and MN.IT Central, Deputy Registrars and third-party vendors. Promotes good stewardship of state resources, balances operational efficiency, and standardization with flexibility and customer service.

Minimum Qualifications

1. Four (4) years* of professional level experience in customer experience

2. Experience mentoring, coaching and training team members

3. Experience facilitating and analyzing customer feedback

4. Ability to work cooperatively with individuals from diverse backgrounds and underserved communities

Applicants who meet the experience requirements will be further evaluated on the following:

• Organizing and leading projects; leading continuous improvement initiatives and navigating change, ambiguity, and setbacks

• Collecting, analyzing and interpreting data; using data to lead decision making

• Developing and implementing policies and procedures

• Organizing and prioritizing work, maintaining multiple projects simultaneously and dealing with frequent interruptions; creating and providing status reports

• Ability to communicate clearly, present complex information to users in a comprehensive style, translate business information to technical stakeholders and translate technical and system information to non-technical stakeholders

*Bachelor's degree or higher may substitute for one year of experience

Preferred Qualifications

• Experience building and maintaining strategic relationships

• Experience and knowledge of driver and motor vehicle related services

• Experience with technology related project coordination and contract management

• Experience with customer experience work prioritization

• Experience in Agile/Scrum

• CCXP certification

Physical Requirements

Requires occasionally moving and transporting such articles as file boxes and heavy hand tools or heavier materials with the help of others, and moving and transporting light objects frequently. Even though the weights being moved and transported may be a negligible amount, a job in this category may require positioning self to move to a significant degree or may involve maintaining a stationary position for extended periods.

Additional Requirements

This position requires successful completion of the following:

It is the policy of the Department of Public Safety that all employees submit to a background investigation prior to employment, includes the following components:

1) criminal history

2) reference check

3) credit check

4) finger printing (EDL/REAL)

5) US citizenship check

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.