Customer Experience (CX) Transformation Program Lead
Job Location:
San Jose, CA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Our diverse and inclusive workforce of more than 7000 employees play a key role in the success of San José the heart of the Silicon Valley. All City of San José employees work together as one team to make San José a vibrant innovative and desirable place to live and work.Visithere to learn more about our One Team Leadership Values and Expectations including quality and excellent customer service and hereto learn more about San José.
The City of San José is an equal opportunity employer. Applicants for all job openings will be considered without regard to age race color religion sex national origin sexual orientation disability veteran statusor any other consideration made unlawful under any federal state or local laws. The City of San José is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability please contact us at 711 (TTY) or via email at .
- About the Department
The City Managers Office provides strategic leadership that supports the Mayor and City Council in making public policy decisions and ensures the organization is delivering cost-effective services that meet the needs of our community with the highest standards of customer service. The City Managers Office also serves to guide fiscal and change management the building and development of our workforce and development of long term data driven strategies to invest in the Citys future. The City Manager has designated five foundational strategic support areas aimed at ensuring organizational health and improving service delivery to the community. These five foundational strategic support areas include: delivering excellent customer service; closing racial and social inequities; structurally balancing the General Fund; driving organizational performance and making San José a great place to work.
The Customer Experience (CX) Transformation Team is leading a multi-year enterprise modernization initiative focused on improving how residents businesses and other stakeholders experience City services across departments and service channels. This work includes a technology implementation operational improvement initiatives business process redesign organizational change management and cross-department coordination to support a more connected and customer-centered service delivery model.
- Position Duties
The Customer Experience (CX) Transformation Program Lead (Assistant to the City Manager) serves as the primary operational implementation lead for the Citys Customer Experience (CX) Transformation initiative helping departments translate strategic recommendations into operational improvements and sustainable business practices. This position will lead cross-department implementation efforts facilitate organizational change and help ensure that service modernization initiatives achieve measurable operational outcomes.
This position operates in a fast-paced collaborative and evolving transformation environment where team members regularly work across traditional functional boundaries and support both strategic and operational implementation efforts. The ideal candidate is a hands-on problem solver who is comfortable facilitating cross-department collaboration leading operational improvement efforts and supporting implementation activities at all levels of the organization.
This position is limit-dated through June 30 2028.
Key Responsibilities
Key responsibilities include but are not limited to:
- Lead implementation and execution of operational improvement and transformation initiatives across multiple departments and service areas coordinating activities resources and stakeholders to support successful delivery and adoption of modernization efforts.
- Lead implementation of organizational change management (OCM) activities including stakeholder engagement readiness planning communications training coordination and adoption strategies to support successful implementation and sustained use of new processes and systems.
- Serve as an internal consultant to departments by facilitating operational assessments business process redesign efforts customer journey mapping activities and continuous improvement initiatives; diagnosing service delivery challenges; identifying root causes; and developing recommendations that improve operational performance customer experience and service delivery outcomes.
- Collaborate with departments technology teams vendors and implementation partners to support end-to-end delivery of transformation initiatives and resolve implementation issues.
- Prepare executive presentations reports briefing materials and recommendations to communicate findings implementation progress risks and operational improvement opportunities to program leadership and stakeholders.
- Monitor implementation progress operational impacts risks and dependencies to ensure successful delivery of transformation initiatives.
- Other duties as assigned.
- Minimum Qualifications
A bachelors degree from an accredited college or university in public administration business administration or discipline related to the business performed by the department AND six (6) years management and/or administrative experience in government or private business/industry. A masters degree is preferred and may be substituted for one (1) year of the required experience.
- Other Qualifications
The ideal candidate will possess experience supporting large-scale organizational transformation operational modernization customer experience initiatives or enterprise technology implementations.
Desired qualifications for this position include:
- Internal Consulting & Operational Assessment Ability to work as an internal consultant to departments by facilitating problem-solving conducting operational assessments diagnosing service delivery challenges identifying root causes and developing actionable recommendations that improve organizational performance and customer outcomes.
- Operational Transformation & Implementation Leadership Experience leading or supporting operational modernization customer experience technology implementation or other enterprise transformation initiatives including coordinating stakeholders managing implementation activities resolving implementation challenges tracking risks and dependencies and advancing initiatives from planning through execution.
- Organizational Change Management & Adoption Experience leading or supporting organizational change initiatives including stakeholder engagement communications training readiness planning and adoption strategies that support successful implementation and long-term sustainability of change.
- Process Improvement & Service Redesign Experience facilitating business process mapping customer journey mapping service evaluations and continuous improvement efforts to redesign workflows improve service delivery and enhance customer experiences.
- Analytical Thinking & Strategic Problem Solving Strong analytical and critical thinking skills with the ability to evaluate complex operational challenges identify root causes develop practical solutions and translate findings into actionable recommendations.
- Adaptability & Resilience Ability to operate effectively in ambiguous evolving and fast-paced environments while managing competing priorities responding to changing business needs and advancing organizational objectives.
- Stakeholder Engagement & Cross-Functional Collaboration Experience building productive relationships across departments facilitating stakeholder discussions coordinating diverse teams and advancing initiatives through influence collaboration and shared accountability.
- Public Sector Operations & Governance Understanding of public sector service delivery governance structures organizational dynamics and operational environments preferred.
Preferred Certifications:
- Prosci CCMP or other Organizational Change Management certification preferred
- Lean Six Sigma certification preferred
Job Competencies
The ideal candidate will demonstrate the following competencies:
- Collaboration:Develops networks and builds alliances; engages in cross-functional activities.
- Change Management:Demonstrates support for innovation and for organizational changes needed to improve the organizations effectiveness; facilitates the implementation and acceptance of change within the workplace.
- Facilitation:Exhibits behaviors and techniques that enhance the quality of group processes
- Communication Skills:Effectively conveys information and expresses thoughts and facts clearly orally and in writing; demonstrates effective use of listening skills; displays openness to other peoples ideas and thoughts.
- Problem Solving: Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.
- Initiative:Exhibits resourceful behaviors toward meeting job objectives; anticipates problems is proactive and avoids difficulties by planning; displays willingness to assume extra responsibility and challenges; pursues continuing education opportunities that promotes job performance.
- Digital Fluency:Effectively leverages digital tools technologies and platforms utilizing a forward-thinking mindset to drive organizational goals enhance processes lead innovation make data-informed decisions and foster a culture of adaptability and continuous improvement in a dynamic digital landscape.
Selection Process
The selection process will consist of an evaluation of the applicants training and experience based on the application and responses to job-specific questions. Candidates with the most relevant qualifications and experience will be invited to participate in the interview process.First round interviews are tentatively scheduled for the week of July 20 2026. Second round interviews if needed are tentatively scheduled for the week of July 27 2026.
If you have any questions regarding the duties for this position or the recruitment process please contact Edwin Huertas CMO Senior Executive Analyst at or .
You MUST answer all job-specific questions in order to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. Answers referring to a resume will be considered non-responsive and result in disqualification.
Supplemental Questions
- We recognize that Artificial Intelligence (AI) is becoming part of daily life and can be a valuable tool for learning research and professional growth. We encourage candidates to use AI responsibly as a support in preparing application materials live assessments and interviews. However we value authenticity accuracy and truthfulness. Application responses and interview answers must reflect the candidates own knowledge skills and experiences. While AI can supplement preparation it cannot replace the originality and judgment we look for in our employees. This ensures fairness transparency and equity for all applicants in the hiring process.
- I acknowledge that I have read and understand the above statement regarding the use of AI in the application and interview process.
- Describe a complex operational improvement modernization or transformation initiative that you helped implement. What was your role what challenges did you encounter and what outcomes were achieved
- Describe your experience facilitating workshops business process reviews or stakeholder engagement sessions involving multiple departments or functional areas. How did you build consensus and move the work forward
- The City of San José is implementing a multi-year Customer Experience (CX) Transformation initiative that includes operational modernization organizational change management and implementation of enterprise technology solutions. What excites you most about this type of work and how would your experience help support this effort
Additional Information:
Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.
You must answer all job-specific questions to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. Applicants are expected to write their own essays/responses.
Please note that applications are currently not acceptedthrough CalOpps or any other third party job board application system.
This recruitment may be used to fill multiple positions in this or other divisions or departments. If you are interested in employment in this classification you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.
Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. If your online application was successfully submitted you will receive an automatic confirmation email to the email address you provided. IF YOU DO NOT RECEIVE THE CONFIRMATION please email and we will research the status of your application.
AI and the Hiring Process
We recognize that Artificial Intelligence (AI) is becoming part of daily life and can be avaluable tool for learning research and professional growth. We encouragecandidates to use AI responsibly as a support in preparing application materials liveassessments and interviews. Howeverwe value authenticity accuracy and truthfulness.Application responses and interview answers must reflect your ownknowledge skills and experiences. While AI can supplement preparation it cannotreplace the originality and judgment we look for in our employees. This ensuresfairnesstransparency and equityfor all applicants in the hiring process.
Required Experience:
Senior IC
