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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

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Average salary estimate

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$80000K
$120000K

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What You Should Know About Senior Digital Transformation Coach, City of Boston

Are you ready to take your career to the next level as a Senior Digital Transformation Coach with the City of Boston? At Boston Digital Service, we believe that navigating city services should be as easy as pie. In this role, you will lead the charge to enhance the digital experiences for both employees and residents alike. You'll collaborate closely with various city departments to redefine service delivery by implementing innovative strategies and new technologies. With a strong focus on coaching and training, you will empower teams to adapt to new processes and improve efficiencies. You'll also analyze workflows to spot opportunities for improvement and help drive impactful organizational change. By leveraging your experience in software implementation and process improvement, you'll play a vital role in making city services more user-friendly and effective. Your expertise in agile methodologies will be invaluable as you oversee projects and ensure that key performance indicators are met. Being part of a cross-functional team, you will have the opportunity to make a significant difference in how Boston engages with its citizens, making every interaction smoother and more satisfying. Join us in revolutionizing the way people connect with their city—where your work truly matters and every day brings new opportunities for growth and impact.

Frequently Asked Questions (FAQs) for Senior Digital Transformation Coach Role at City of Boston
What are the main responsibilities of a Senior Digital Transformation Coach at the City of Boston?

As a Senior Digital Transformation Coach at the City of Boston, your main responsibilities will include working with different city departments to understand their goals, improving service delivery, coaching teams in new ways of working, and collaborating with design and tech teams to enhance workflows and efficiency.

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What qualifications do I need to apply for the Senior Digital Transformation Coach position in Boston?

To apply for the Senior Digital Transformation Coach role at the City of Boston, you should have a Bachelor's degree in a related field and at least three years of relevant experience in software implementation, process improvement, or managing change. Proficiency in methodologies like Lean or Six Sigma is also beneficial.

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What skills are essential for the Senior Digital Transformation Coach role at the City of Boston?

Key skills for the Senior Digital Transformation Coach position at the City of Boston include excellent communication and interpersonal abilities, strong analytical and problem-solving capabilities, and expertise in project management and agile methodologies. You should also be adept at facilitating workshops and managing stakeholder relationships.

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How will the Senior Digital Transformation Coach impact service delivery in the City of Boston?

The Senior Digital Transformation Coach will significantly impact service delivery in Boston by optimizing processes, implementing feedback mechanisms, and introducing innovative practices that enhance user experience. Your role is crucial in ensuring services are efficient, user-friendly, and aligned with the needs of residents.

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What can I expect during the hiring process for the Senior Digital Transformation Coach position in Boston?

During the hiring process for the Senior Digital Transformation Coach at the City of Boston, you can expect interviews focused on your relevant experience and approach to digital transformation. You'll also likely discuss your understanding of agile methods, process optimization, and how you can contribute to improving city services.

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Common Interview Questions for Senior Digital Transformation Coach
Can you describe your experience with digital transformation projects?

When discussing your experience with digital transformation projects, focus on specific examples where you successfully implemented changes. Highlight the methodologies you utilized, the challenges faced, and the results achieved, especially those that benefited user experience.

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How do you prioritize projects as a Senior Digital Transformation Coach?

To answer how you prioritize projects, describe your approach using data to assess impact on service delivery. Mention quality checks, stakeholder importance, and project deadlines as factors you consider when deciding which projects to tackle first.

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What methodologies do you use for process optimization?

When addressing methodologies for process optimization, mention your familiarity with Lean, Six Sigma, or agile approaches. Be sure to elaborate on how you have applied these methods to achieve measurable improvements in previous roles.

Join Rise to see the full answer
How do you handle resistance to change within a team?

Discuss how you address resistance to change by focusing on communication, understanding concerns, and involving team members in the process. Share your strategies for fostering an environment of openness and support as change unfolds.

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What techniques do you use for effective stakeholder engagement?

Highlight your techniques for engaging stakeholders, such as regular feedback loops, facilitating workshops, and collaborative design sessions. Emphasize the importance of building relationships and trust to ensure successful project outcomes.

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Can you give an example of a successful training session you've conducted?

Share specifics from a training session you led, detailing the topics covered, the audience's response, and outcomes. Focus on how your training improved team capabilities or enhanced their approach to digital services.

Join Rise to see the full answer
How do you measure the success of digital transformation initiatives?

Discuss how you establish key performance indicators (KPIs) and collect user feedback to evaluate the effectiveness of digital transformation initiatives. Highlight that ongoing metrics tracking is vital for continuous improvement.

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What role does user feedback play in your transformation strategy?

Explain the significance of user feedback by emphasizing its impact on refining services and processes. Illustrate how you systematically gather feedback and use it to adapt strategies and enhance service delivery.

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Describe a challenging project you worked on and how you navigated it.

When describing a challenging project, outline the specific obstacles you faced and detail the steps you took to overcome them. Highlight teamwork, adaptability, and creative problem-solving as key aspects of your approach.

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Why is agile methodology important in digital transformation?

Discuss why agile methodology is crucial, emphasizing flexibility, speed of iteration, and responsiveness to change. Detail how agile promotes collaboration and enables teams to adjust quickly to user needs and market demands.

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Photo of the Rise User
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)

Public service is a noble calling: to help others, to make our communities stronger, and to uphold the public trust. As city employees, we see the results of our hard work in our own community— in street and infrastructure improvements, new buildi...

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Full-time, on-site
DATE POSTED
April 12, 2025

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