Government Representative 2 - Customer Experience Administrator/Officer Department of Labor and Workforce Development Trenton NJ

Profile

Posted: April 20, 2022
| Application Deadline:
Open Until Filled
Title
Government Representative 2
Customer Experience Administrator/Officer
Department of Labor and Workforce Developmen
Trenton
SALARY
: $125,000.00 to $134,000.00 p/year
Posting #:
2022-092
Our Team
The NJDOL, in collaboration with the New Jersey Office of Innovation, is looking for diverse and experienced team to embark on a comprehensive effort to improve the experience of receiving unemployment insurance benefits. This includes building a
claimant-focused, integrated Unemployment Insurance system resilient to significant and catastrophic periods, such as climate
and pandemic events and modernizing the case management, and technology systems, underpinning the UI program, and improve the equity of outcomes for all NJ residents. The team is charged with building the system of the future in collaboration with colleagues across New Jersey, experts in academia and the private sector, and federal partners, to enable us to address barriers at their source, starting with equity at the core, and serve as a model where concepts can be rapidly tested, learned from, implemented, and improved upon using proven practices. The team reports directly to the New Jersey Commissioner of Labor.
The team uses data-driven, agile, and human-centered and equitable design practices spanning technology, process, policy, and people to deliver holistic solutions that are needed to transform the Unemployment Insurance system and experience. This effort is unique in the number of areas it seeks to improve, the level of partnership between the state and federal government, including NJ’s selection as a key partner to the US Department of Labor and US Digital Service
( ****), and availability of funding to make critical
improvements to the process. Working with federal and state partners, the program will use modern, modular components that
enable flexibility for the state, maximize the ability to leverage best-in-class private and public sector solutions including from the federal government, and enable re-use by others across the country in service of raising the bar of Unemployment Insurance service delivery. To enable us to take advantage of this opportunity, the State of New Jersey Department of Labor is establishing an Office of Unemployment Insurance Modernization and building the team that will lead this effort for the state.
Customer Experience Administrator/Office
The Customer Experience Administrator/Officer will draw on best practices of user experience and customer service to
ensure a first-rate and equitable unemployment insurance claimant experience. Key objectives for this role include:
Develop, oversee and work to implement the ideal claimant experience for new and existing UI claims.
Streamline websites, improve self-service, and create a consistent user experience across all channels.
Utilize both qualitative and quantitative customer feedback to build journey maps to identify best practices and perceived pain points.
Develop a mechanism to give claimants the opportunity to provide real-time feedback to agencies through the web, phone, and in-person and display this feedback transparently to drive claimant-centric improvements to the unemployment insurance process and systems.
Create a strong, customer-centric culture complete with accountability and ownership at all levels.
Build a customer experience team to deliver on the needs of the Unemployment Modernization Office; provide coaching, mentorship, and professional development opportunities; support employee wellbeing.
Civil Service Commission Requirements (Education/Experience/Licenses)
EDUCATION AND EXPERIENCE:
Graduation from an accredited college or university with a Bachelor’s degree with a
minimum of one (1) year experience, and a proven track record, in the identified experience, skills and abilities:
NOTE:
Applicants who do not possess the required education may substitute additional experience as indicated on a year-for-year basis with thirty (30) semester hour credits being equal to one (1) year of experience.
NOTE:
A Master's degree is preferred.
PREFERRED EXPERIENCE, SKILLS AND ABILITIES:
Customer Experience Expertise – Deliver holistic, human-centered customer experiences. Candidates should have significant experience in each of the following areas: The knowledge and ability to understand and apply human-centered design tools and methodologies.
Mastery level skill in developing customer journey maps, identifying areas of dissatisfaction in the experience and developing plans to monitor and make improvements to the experience, ultimately leading to customer delight.
Mastery level skill creating an exceptional customer experience, identifying opportunities for improvement
and subsequent implementation of plans.
Strong process/project management skills with the ability to manage and implement strategies rapidly.
Ability to quickly identify root causes of issues and organize and prioritize multiple competing deadlines.
Ability to understand business drivers and take analytical findings in order to map process solution design.
Ability to use digital technology, communication tools or networks to locate, evaluate, use and create information coupled with a working knowledge of current high-technology, and an understanding of how it can be used.
Delivering World Class Services - Experience delivering public-facing programs or products with a large number of users and high availability requirements. This includes crafting or creating product vision, strategy or roadmaps
Experience leading the development, delivery or integration of projects with complex requirements, multiple
stakeholders with disparate views, or high levels of bureaucracy.
Experience applying leading industry practices in the design, development and delivery of digital products or services.
Experience working with and leading cross-functional teams.
Leading Change - Bring about strategic change, both within and outside the organization, to meet organizational goals, establish an organizational vision and continuous implementation in a changing environment.
Leading People
- Lead people toward meeting the organization’s vision, mission, and goals while providing an inclusive workplace that fosters the development of others, facilitates teamwork, and supports resolution of conflicts.
Results Driven - Meet organizational goals and customer expectations to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.
Business Acumen - Manage human, financial, and information resources strategically.
Building Coalitions - Involves the ability to build coalitions internally with existing NJ DOL programs and divisions, State colleagues and departments, and with Federal agencies, local governments, and other external stakeholders to achieve common goals.
RESUME NOTE:
Eligibility determinations will be based only upon information presented on the resume along with other
supporting documents, such as your online work examples
Benefits
The Department of Labor and Workforce Development (DOL) provides many benefits to employees to acknowledge and value
their contribution. Statewide Benefits include health insurance, pension, Flexible Spending Accounts (FSA)/Health Savings
Accounts (HSA), life insurance, deferred compensation and more. The DOL also provides tuition reimbursement (after nine
months of employment), Alternate Workweek Program (determined by division), and employee training. Per Executive Order
253, all state employees are required to be vaccinated by October 18, 2021 or undergo frequent testing. Please do not submit your vaccine card at this time
To Apply
If you qualify and would like to be considered, please submit your resume (including daytime phone number and email
address) and a letter of interest (200 words or less) identifying the following:
1. Where can we find you online? Add up to three links (e.g., GitHub, GitLab, LinkedIn, Portfolio, Articles).
Please link to online examples of your work, if possible.
2. What do you find compelling about the role?
EMAIL:
Human Capital Strategies
Recruitment Unit
****
*Subject line must specify complete job posting number
This is not a promotional announcement for a Civil Service Examination.
This posting may result in personnel actions which will require final approval by the Department of Labor and
Workforce Development
and the Civil Service Commission in accordance with Civil Service Commission rules and regulations.
Job Posting Authorized by Tennille R. McCoy, Assistant Commissioner, Division of Human Capital Strategies
More information on job requirements can be found here
Newly hired employees must agree to a thorough background check that may include fingerprinting.
- Any appointments made from postings which involve movement between unit scopes, may result in a forfeiture of rights to any promotional list in a former unit scope.
- As of September 2010, in accordance with N.J.S.A. 52:14-7, the “New Jersey First Act,” all new employees must reside in
the State of New Jersey, unless exempted under the law. If you do not live in New Jersey, you have one year after you begin employment to relocate your residence to New Jersey, or to secure an exemption.
- Work Authorization: Applicants must be authorized to work in the United States according to the Department of Homeland
Security, United States Citizenship and Immigration Services regulations. NJDOL does not provide sponsorship or accept
student OPT/CPT programs, F1 or H1B work authorization visas.
The New Jersey Department of Labor and Workforce Development is an Equal Opportunity/Affirmative Action Employer.
We are the nation's most respected bipartisan organization providing states support, ideas, connections and a strong voice on Capitol Hill.
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