Senior Digital Transformation Coach

Overview

Every year, millions of people interact with the City of Boston to do everything from finding information on City services to paying a parking ticket to starting a business. At Boston Digital Service, we believe these experiences should be easy to find, understand, and navigate. 

The Department of Innovation and Technology (DoIT) provides and maintains mission-critical technologies for the City’s more than 18,000 employees and the hundreds of thousands of constituents they serve. DoIT is focused on partnering with City departments to improve service delivery across the City. We’re a cross-functional team with a mission to better engage and communicate with our residents, improve the user experience of existing digital services, and build new systems.

As a Senior Digital Transformation Coach, you will transform the end-to-end delivery of critical services. You will lead, train, coach, and support departments to implement new policies, technologies, service plans, and organizational structures. You will hold primary relationship and change management responsibilities on cross functional teams that include software and UX designers, product managers, and technologists. You should have experience leading and facilitating process improvement projects and successfully managing organizational change.

Responsibilities

• Work closely with stakeholders from various departments to understand their goals, define strategies, identify and mitigate risks, and continuously improve the delivery of their services.
• Understand, in detail, the goals, workflows, challenges, and stakeholders of specific City services.
• In collaboration with designers, analyze business processes and recommend strategies for improving efficiency and reducing toil.
• Collaborate with technology implementation teams to provide feedback on workflow development.
• Research industry best practices and emerging trends in service delivery and process optimization to identify improvement opportunities.
• Coach teams to understand, plan for, and transition to new ways of working.
• Design and deliver training and process documentation.
• Facilitate collaboration between departments to implement system-wide improvements that streamline service delivery.
• Define key performance indicators (KPIs) for service delivery effectiveness and build systems for teams to track and optimize them.
• Establish mechanisms for gathering user feedback on implemented improvements and incorporate findings into future iterations.
• Conduct quality checks on new processes and workflows and consult with departments to ensure effectiveness of process improvements.
• Manage projects effectively and efficiently while maintaining priorities, deadlines, and deliverables.
• Provide input into planning and estimates for upcoming work.
• May oversee contractors, vendors, or staff.

• Perform related work as required.

Minimum Entrance Qualifications

• Bachelor’s Degree preferred in related fields such as in user-centered design, anthropology, public administration, public policy, economics, information technology, data science, sociology, political science, industrial engineering, urban studies, design or a related field, or equivalent professional experience.
• At least three (3) years of full-time, or equivalent part-time, experience implementing software, improving processes, managing change, or supporting digital transformation in a business, government, or nonprofit setting.
• Ability to demonstrate a strong portfolio featuring real-world examples of relevant work.
• Demonstrated expertise in facilitating workshops, co-design sessions, and managing stakeholder relationships across different levels.

• Experience with agile methodologies.
• Ability to work with ambiguity and drive initiatives forward with limited information.
• Ability to develop and deliver training programs and materials.
• Excellent interpersonal, communication, and project management skills.
• Strong analytical, problem solving, and communication skills (written and verbal).
• Proficiency in process optimization methodologies (Lean, Six Sigma, etc.).

Studies have shown that some people are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

BOSTON RESIDENCY REQUIRED. You must live within Boston city limits at the start of your employment.

Terms:

Union/Salary Plan/Grade:  MM1-8 

Hours per week: 35