Deputy Chief Digital Officer (Head of Product and Experience Management)

The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

Are you interested in solving meaningful problems and transforming the journeys and experiences of the millions of diverse constituents interacting with the Commonwealth of Massachusetts government services? We’re looking for a collaborative and purpose driven Deputy Chief Digital Officer (Head of Product and Experience Management) to lead, grow and mature our established product organization within the Massachusetts Digital Service (Mass Digital) and improve the design, delivery and impact of state services.

Mass Digital, a division of EOTSS, enables Massachusetts government to design and deliver great people-centered services. Mass Digital established a long track record of delivery through work with the Department of Family and Medical Leave (DFML) and during the COVID-19 pandemic. We helped DFML launch the Commonwealth’s first digitally native service, Paid Family and Medical Leave. During the pandemic, we supported the Department of Unemployment Assistance in expanding their capacity to process unemployment claims in multiple languages and designed content for rapidly evolving pandemic unemployment benefits. We also supported the Department of Public Health and the Governor’s Office in launching and operating the state’s vaccine preregistration system.

We are now implementing a vision of the Commonwealth that proactively engages our diverse constituency, and delivers seamless, trustworthy, people-centered experiences for all. We’re achieving this through initiatives to create a single profile for users of Commonwealth services, expand channels of communication, and create seamless, responsive and personalized engagement experiences across different state services. We are scaling new products and services and building capacity across state government to adopt and apply people-centered practices in how they design and deliver services.

About The Role