State of Massachusetts Manager of Customer Engagement and Experience - Department of Family Medical Leave in Boston, Massachusetts

The Executive Office of Labor and Workforce Development (EOLWD) manages the Commonwealth’s workforce development and labor departments to ensure workers, employers, and the unemployed have the tools and training needed to succeed in the Massachusetts economy.

The Department of Family and Medical Leave (DFML) was established to administer the family and medical leave program which will provide income replacement for Massachusetts workers who take leave from work to care for family members, bond with newborn or adopted children, or to attend to their own serious medical condition.

As the Manager of Customer Engagement & Experience, you’ll help provide services to 2 constituencies: employers and eligible employees. Informed by end user research and other qualitativeresearch methods,you’ll influence the business process design for administering the DFML programto ensure successful registration of employers to contribute funds as well as processing claims made by eligible employees.You'llalso drive the strategy for agency-wide 'Constituent Success' by advocating on behalf of constituents and employers on topics ranging from benefit delivery to digital experiences, traditional communications, and other customer touch points.


  • Establish success metrics and determine processes to collect and analyze feedback to iterate and improve the overall constituent experience in coordination with Operations and other stakeholders

  • Establish proactive customer listening mechanisms and feedback loops that deliver the voice of the constituents and employers back into the organization to drive strategic improvements to the service roadmap, customer support and programs, and marketing strategies

  • Map the entire customer (employer and constituent) life-cycle journey and identify opportunities for improvement - new customer onboarding, understanding of the benefit and its features, using data and analytics to identify customer pain points

  • Conduct stakeholder interviews, user requirements analysis, task analysis, conceptual modeling, and usability testing

  • Plan and implement acceptance and usability testing sessions with key internal stakeholders and external product users

  • Create user experience and information architecture guidelines and documentation

  • Communicate and synthesize research findings through personas, storyboards, scenarios, flowcharts and design prototypes

  • Oversee all customer communications and engagement protocols

  • Serve as an escalation resource to internal partners and stakeholders for constituent and employer issues seeking to prevent their re-occurrence through after-action reviews and facilitating root cause analysis often in partnership with other departments

Preferred Qualifications

  • A Bachelor’s Degree or higher

  • 3-6 years conducting qualitative user experience research to include both web and field research methods

  • 3-6 years developing and implementing multi-channel customer service models

  • Demonstrates ability to influence technology and operations strategies and plans

  • Ability to create and communicate complex ideas/ workflows through diagrams, wireframes and images

  • Experience working with complex stakeholder relationships

  • Experience managing projects in a complex, regulated environment

  • Demonstrated ability to manage relationships between technology staff and other operational areas


Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.


I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor’s degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

Job: *Administrative Services

Organization: *Department of Workforce Development

Title: Manager of Customer Engagement and Experience - Department of Family Medical Leave

Location: Massachusetts-Boston-19 Staniford Street

Requisition ID: 190000BZ