About the Department of Family and Medical Leave:

DFML’s mission is to implement and run a program that provides income support to Massachusetts workers and their families during significant life events while serving as a partner to employers to deliver program integrity. DFML’s vision is to ensure a Massachusetts workforce that is healthier, more productive, and enjoys a better quality of life.

The DFML is the Commonwealth’s first digitally native state agency and leverages modern, cloud-native technological components (portal, API, claims processing and contact center technologies) to form an integrated solution. Each technical component is supported by a dedicated support team which includes state and vendor resources. The Experience Owner is a unique, cross-cutting role that is meant to be the champion for user experiences across all system components responsible for prioritizing, organizing and delivering outcomes for a group of stakeholders.

The Employer Experience Owner will be responsible for the end-to-end user experience for employers navigating the PFML benefits system. This position will align product development with business needs and coordinate work across relevant non-technical teams utilizing an Agile environment and will continuously review the business needs, refine priorities, outline milestones and deliverables, and identify opportunities and risks for their user type.

Duties include but are not limited to:

• Articulates user type-level 3-, 6-, 12- and 18-month vision and roadmap, updates at quarterly planning, and socializing vision and roadmap with team members and the business.
• Responsible for the user type-level product vision, feature prioritization, backlog, and acceptance criteria
• Sets priorities sprint-by-sprint at planning utilizing the Scrum methodology.
• Coordinates with all relevant Product Owners to ensure alignment of both experiential and technological road maps for internal and external stakeholders.
• Responsible for getting integration plans validated/approved by Enterprise Architecture before component-level implementation begins.
• Responsible for ensuring consistent user experience (including self-service support, in-call support, written material, etc.) across components and channels.
• Collaborates with other Experience Owners and the Deputy Director of Operations to define program goals, prioritize initiatives across the three user types (Claimants, Employers and Agents), and provide direction to Product Owners about program requirements and priorities.
• Responsible for coordinating with product owners about cross-component deployments to get changes out early and often without disruption to users or the business.
• Collaborate with product teams to identify and prioritize user experience research areas.
• Creates buy-in for the product vision internally and with external partners.
• Works closely with engineering teams to deliver with quick time-to-market, then try, test, and iterate to deliver improvements.
• Supports non-technical teams (such as partner development, customer success, and marketing/communications)
• Uses data to monitor product performance and improvement.
• Other duties as assigned.

The successful candidate will have demonstrated knowledge in:

• A role with similar responsibilities implementing a solution leveraging data, business processes, and operational processes that were external (to the project) or managed by a different organization within complex operational environments.
• Vendor management
• Implementation and operations of large-scale enabling technology solutions
• Implementing new business processes and solutions within complex / matrix organizations. Defining business and technology data exchange needs, operational support processes, management metrics, and identifying gaps to ensure quality of operations.
• Developing and articulating a vision and translating into practical actions, steps, and results
• Intimate knowledge of both waterfall and Agile Scrum methodology and related project management tools.
• Ability to communicate effectively with a variety of stakeholders in meetings, presentations, and other venues.
• Strong organizational, multi-tasking and critical thinking skills as well as attention to detail and commitment to quality and accuracy.
• Knowledge and understanding of the private insurance industry practices and documentation.
• Knowledge and understanding of the medical industry practices.
• IT Transformation assessment and implementation
• Program/Project Management leadership
• Strong business relationship management experience aligning scope, timelines, budgets, and team efforts towards high impact solutions.

First consideration will be given to those applicants that apply within the first 14 days.

Please see Preferred Qualifications.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!