Customer Experience Director

Job Description

Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.
About the Indiana Department of Revenue (DOR):
The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of tax program participants to administer Indiana's tax laws.  DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue.  Our mission is to serve Indiana by administering tax laws in a fair, secure, and efficient manner.
DOR is recognized regionally and nationally by Top Work Places because of its commitment to employee engagement and satisfaction.
Role Overview:
The Customer Experience Director is responsible for shaping and leading the agency's customer experience strategy. This role ensures that every interaction across the customer journey is consistent, efficient and aligned with Indiana Department of Revenue's core values. The director partners with cross-functional teams to improve processes, drive customer-centric initiatives and deliver measurable results related to customer satisfaction and first call resolution.
Salary:
The salary for this position traditionally starts at $93,002.00 but may be commensurate with education and work experience. Use our
Compensation Calculator
to view the total compensation package.
A Day in the Life:
The essential functions of this role are as follows:
Facilitate statewide initiatives that cross organization lines so that program development, implementation, and service delivery are comprehensive, coordinated, and not duplicative.
Develop both short- and long-term strategies to foster compliance and cost-efficient service delivery.
Evaluate accomplishments toward established goals and adjust goals, methods, or procedures as needed.
Represent the division at public meetings and task forces, and present information of importance.
Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees.
Ensure work adheres to quality standards, deadlines, and proper procedures.
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.
This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
What You'll Need for Success:
Individuals in this role should minimally be able to articulate or demonstrate the following:
Ability to supervise others by assigning and directing work, conducting employee evaluations, training, and developing staff, taking appropriate disciplinary/corrective actions when necessary and appropriate, and making hiring/termination recommendations.
Ability to embrace and foster change.
Demonstrate commitment to customer service and operational excellence.
Demonstrate ability to interface at the highest levels of the organization and maintain effective working relationships with fellow agency employees.
Strong problem-solving and analytical skills and ability to think creatively.
Effective communication skills.
Ability to create, maintain, and improve the culture of teamwork, excellent customer service, and cost-effective use of the State’s resources.
bility to discharge all job responsibilities with integrity.
Strong financial management skills.
High level of attention to detail.
Successfully manage and coordinate multiple projects at one time.
Ability to work flexible hours based on business needs.
Ability to treat all state employees with courtesy and respect.
Broad knowledge and understanding of the mission, policies, and multiple functions and responsibilities of the agency.
Broad knowledge and understanding of and ability to apply the varied laws, rules, and regulations as they relate to the registration of vehicles and watercraft.
Considerable knowledge of state government operations, managerial, administrative, budgetary, and personnel-related regulations, policies and procedures.
Ability to delegate work, set clear direction, and manage workflow.
Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.
Individuals should have the ability to perform essential functions with or without reasonable accommodation.
Supervisory Responsibilities/Direct Reports:
This role may provide direct supervision for one or more staff members.
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefit package for full-time employees which includes:
Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 on election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at
jobs@spd.IN.gov
.