Customer Experience (CX) Transformation Program Lead

Job Description:

Customer Experience (CX) Transformation Program Lead

Description

Our diverse and inclusive workforce of more than 7,000 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. Visit here to learn more about our One Team Leadership Values and Expectations, including quality and excellent customer service and here to 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 status or 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 408-535-1285, 711 (TTY) , or via email at [email protected] .

About the Department

The City Manager’s 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 Manager’s 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 City’s 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 City's 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 bachelor’s 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 master’s 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 organization's 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 people's 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 applicant's 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 408-535-8100 or [email protected].

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 candidate’s 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. A.Yes, 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 accepted through 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 [email protected] 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 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 your 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.

The City of San Jose offers a wide range of core health benefits including Medical, Dental, Vision, Employee Assistance Program, Life Insurance, Disability, and Savings Plans. Please visit the City's benefits pagefor detailed information on coverage, cost, and dependent coverage.

For information on the City’s Retirement Plan(pension for full-time employees), please visit the Office of Retirement Services website. You will be able to view information based on different Sworn/Federated job classification.

In additional to the benefits above, there is an additional perks siteto explore further benefits of working for the City of San Jose like paid leave, educational reimbursements, and holiday pay are specific to the job classification and union membership.

Closing Date/Time: 7/7/2026 11:59 PM Pacific

Salary:

$138,628.10 - $215,798.70 Annually