Director of Enterprise Service and Experience Design

About EOTSS and Digital Services\:

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission\: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

The Massachusetts Digital Service (Mass Digital), within EOTSS, partners with organizations across state government to transform how residents, visitors, businesses and government agencies interact with the Commonwealth. Mass Digital help our partners use the best technology, design, and data to make every interaction with Massachusetts government simpler, faster, and more meaningful.

About The Role\:

As Director of Enterprise Service and Experience Design, you will lead efforts to transform how the Commonwealth designs and delivers government services, advancing more accessible, effective, and connected experiences for constituents and businesses. You will play a critical role in translating EOTSS and Mass Digital's constituent experience vision and strategic priorities into actionable initiatives that improve services and experiences across agencies, programs, and channels.

You will provide strategic and operational leadership for enterprise service and experience design, leading complex, cross-agency initiatives that address the organizational, operational, policy, technology, and service delivery challenges that shape constituent experiences. Working with executive leaders, agency partners, and multidisciplinary teams, you will help reimagine end-to-end services and journeys, align efforts across traditional organizational boundaries, and drive meaningful, sustainable improvements in how government serves people.

Through Mass Digital's Customer Experience Center of Excellence, you will also lead the development and adoption of service and experience design capabilities across the Commonwealth. This includes strengthening professional practices, teams, communities of practice, operating models, and shared resources that enable agencies to adopt people-centered approaches to service design, delivery, and continuous improvement. Your leadership will help embed these practices across government and build the long-term organizational capacity needed to sustain constituent experience transformation.

Come join Mass Digital as our Director of Enterprise Service and Experience Design and help us build the future of constituent services for Massachusetts! If you are an experienced service design leader who enjoys building teams, developing people, and transforming how government designs and delivers constituent experiences — not just technology — this role might be for you.

The primary work location for this position is One Ashburton Place, Boston, Massachusetts 02108. The standard work schedule is Monday through Friday, 9\:00 AM to 5\:00 PM. This position follows a hybrid work model, requiring a minimum of two in-office days per week, with additional on-site presence as needed to support business operations. Flexibility and adaptability are expected to meet operational needs and evolving business priorities.

Duties and Responsibilities\:

Objective #1\: Vision, strategy and leadership

• Serve as a thought leader, champion, and change agent for constituent centered design in general and service and experience design in particular within Mass Digital, EOTSS and across our state government.
• Help direct and facilitate the definition, refinement, and realization of our strategic vision for seamless, personalized, and holistic constituent service experiences and journeys across the Commonwealth
• Collaborate, advise, coach, and enable senior leaders and state agencies to incorporate service and experience design strategies and practices into how they design, deliver, operate and continuously improve the quality, effectiveness. And impact of constituent journeys and end to end service experiences (front stage and backstage)..
• Identify, cultivate, and lead strategic opportunities to partner with state agencies to improve high impact constituent services and journeys through the application of service and experience desig
• Maintain a deep understanding of the landscape of and emerging trends and innovations in service and experience design in general and in government service contexts in particular
• Contribute to the development of strategies and policies that support the sustained transformation of government services and constituent experiences

Objective #2\: Maturing and managing our service and experience design practice.

• Continuously identify opportunities where service and experience design can add value to state service delivery and our agency partners’ missions.
• Help scope and direct related service and experience design engagements, initiatives, and workstreams, ensuring there are clear budgets, timelines, and goals.
• Lead the definition and refinement of service and experience design best practices and playbooks and ensure that they are applied to our service design work, including work performed by internal staff and vendor staff who support our work.
• Lead the development and expansion of high impact service and experience design enablement resources and offerings (e.g., a service pattern library, service design community of practice, etc.)
• Identify and act on opportunities to mature and improve service and experience design processes, practices, and tools
• Bring best practices in service and experience design from outside the organization and identify and act on opportunities to innovate and scale our impact.

Objective #3\: People and team management and community leadership

• Lead, manage, and grow the service and experience design team for Mass Digital/CX COE
• Oversee Service and Experience Design team development, encompassing resource management, hiring, workload management, professional development/skill enhancement, and frameworks for future growth
• Empower experience and service design team members to grow and succeed through regular feedback, evaluation, and coaching
• 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 design and delivery of our services.
• Help agencies across the Commonwealth hire, build, and grow their service and experience design teams and capabilities
• Lead, inspire, and cultivate a service and experience design community of practice across the Commonwealth that fosters shared learning and adoption of design practices
• Collaborate, advise, and coach secretariat CX team leaders on the strategic growth of their teams and orgs and application of experience and service design skills and practices

Preferred Qualifications\:

• Minimum of eight (8) years of experience in service and experience design within government, public-sector organizations, or similarly complex and regulated industries, such as healthcare.
• Minimum of five (5) years of experience leading service and experience design practices and teams, including supervisory or people management responsibilities.
• Deep expertise and demonstrated thought leadership in human-centered service and experience design, including discovery, research, experience strategy, design methodologies, and best practices.
• Proven ability to translate enterprise-level constituent experience visions and strategic priorities into actionable strategies and initiatives that improve service delivery, organizational effectiveness, and constituent outcomes.
• Demonstrated ability to apply systems thinking and service design to complex organizational, operational, policy, and technology challenges to improve end-to-end services and constituent journeys across organizational boundaries.
• Proven experience building, scaling, and leading high-performing service and experience design teams and organizational capabilities, including shared practices, operating models, standards, and communities of practice.
• Strong understanding of organizational change management, with demonstrated ability to influence senior leaders, build strategic partnerships, and drive transformation across complex organizations.
• Demonstrated ability to translate service and experience design research, insights, and strategies into actionable improvements in service delivery, business processes, and organizational operations.
• Exceptional communication, facilitation, stakeholder engagement, and storytelling skills, with the ability to influence diverse audiences, navigate competing priorities, and build consensus.
• Proven ability to coach, mentor, and develop design professionals while fostering collaborative, inclusive, and high-performing teams.
• Strong program and portfolio management skills, including the ability to prioritize and oversee complex initiatives, manage resources and budgets, measure outcomes, and drive continuous improvement in dynamic environments.
• Strong commitment to equitable, accessible, and effective public services; proficiency with modern service and experience design tools and methods; and an understanding of government operations, policies, procurement, and digital service delivery (preferred).
• Bachelor’s degree in service design, experience design, human-centered design, public administration, business administration, or a related field, or equivalent professional experience.