Assistant Director, User Experience & Innovation - Division of MA - 23509

I.    JOB SPECIFIC DUTIES AND RESPONSIBILITIES:
1)    Reporting to the associate director, technology strategy and delivery, assistant director oversees the activities of the Information and Technology Management section comprised of approximately nine professionals.  Provides leadership and support to section chief in managing section resources to address the ongoing needs of the division and to assure high-quality resolutions of section responsibilities and critical work demands.
2)    Works closely with the associate director to set the vision and goals for a customer experience strategy within the division aligned to the division and Board’s broader priorities. Establishes practices and processes to embed and promote a user- focused culture throughout all aspects of the division to increase its efficiency and effectiveness.
3)    Provide leadership and strategic direction to the division’s work and work environment by fostering innovation, design thinking and usability; focuses on the customer experience in the delivery of products and services; and emphasizes continuous improvement within the division’s core programs and processes through ongoing feedback and engagement.
4)    Provide leadership to design, development, process improvement, project management, information management, collaboration and communication including keeping an experience-based alignment around the research, analysis, and policy work performed by the division. Uses a customer-centric, design thinking approach to reimagine and tailor products and services to better meet the needs of the people who use them.
5)    Fosters engagement, information sharing, and collaboration among staff and others across the division. Actively engages with the line officers in the division and of relevant sections in other divisions at the Board to promote and build adoption for user experience practices. Maintains strong working relationships with these groups. Oversees joint projects as requested.
6)    Support, build, and scale products and services that enhance the experience of MA staff and our customers. Identify bottlenecks to prioritize resources and strategy that align with the emerging and ongoing needs of the division. Leverage UX and process improvement best practices to increase and enhance the division processes, programs, and technology solutions.
7)    Work with Board partners to identify and maximize opportunities for technology efficacy, efficiency, and innovation including development of a sustainable operating model for delivery of efficient services and products to the division. Drive continuous improvement in employee experience and engagement based on data and real-time feedback from staff.
8)    Work with sections across the division to ensure continuous innovation and adoption of the latest tools and capabilities to meet MA’s needs with a focus on the customer experience. Integrate and uphold a high standard for user experiences across all stakeholder interactions, products and services within MA and the Board.
9)    Build strong working relationships with colleagues across the division and in partner divisions at the Board.  Represent the division, the Board, or the System, on committees or in meetings with other divisions, the Reserve Banks, other agencies, professional conferences, or other outside groups.

II.    DIVISION SPECIFIC REQUIREMENTS:
As an officer in the MA division, the individual would promote the division’s model of leadership—within the division and across the Board—focused on maximizing the contribution, development, and accountability of all staff in the division.  Additionally, as an officer, the individual would facilitate the strongest contributions of others by distributing authority, responsibility, and decision-making widely, providing feedback, encouraging initiative and creativity, giving others broad discretion for how to best carry out their jobs, and then holding them accountable for performing at a high level. Much of the work of MA is conducted by teams of staff. As a result, it is critical for officers in MA to promote close and effective working relationships among staff working together as a team. As part of this, officers must act in a way that builds trust and puts the needs and goals of the Board and the Division first.  In particular, it is essential for officers to
foster a work environment that allows staff in their lines and across the Division to reach their full potential.  Some key examples of the types of behaviors that officers in MA should demonstrate in this area include:    
•    Creating a work environment in which it is safe to speak and everyone’s voice is heard, and in which every employee is being valued, without bias, preference, or prejudice.
•    Demonstrating collegial, cooperative, and collaborative behaviors.  It is essential to be able to have intellectual disagreements with others and still work together respectfully and harmoniously.
•    Being present in the lives of staff, remaining connected to the staff’s work, and sharing the divisions’ broader agenda with the staff.
•    Ensuring that the staff’s work is aligned with our principals’ priorities and the division’s strategic objectives.  Explaining to staff how their work fits into the bigger picture.
•    Practicing behaviors and fostering an atmosphere consistent with the high ethical standards of the Board.
•    Acknowledging and addressing conflicts or difficult personnel situations forthrightly and promptly.

Employment is also contingent upon meeting the Board’s requirements for accessing information relevant to the job and the completion and satisfactory adjudication of relevant background investigations.

This position requires location in Washington, DC and offers flexibility for telework.

III.    KNOWLEDGE/SKILL/EDUCATION REQUIREMENTS:  
1)    Advanced degree in a related field or equivalent experience.
2)    8 years of direct experience in technology-related fields generally required after receiving advanced degree.  
3)    Minimum of 5 years of people management experience.
4)    Strategic thinker with demonstrated strong project execution and project management capabilities, analytical skills, political savvy, and conflict mediation skills.
5)    Demonstrated experience and commitment to fostering collaboration and employee engagement.
6)    Ability to lead and manage staff and projects effectively, set priorities, assess performance, guide staff development and make budgetary recommendations.
7)    Ability to balance competing interests among a variety of clients and readily readjust priorities to respond to pressing and changing client demands.  Must be able to anticipate and meet the clients’ needs while maintaining high-quality end products.  
8)    Exceptional organization savvy and agility as demonstrated by ability to manage across organizational boundaries, building high performing teams, diminishing organizational silos, strengthening teams, and facilitating effective group and team dynamics.
9)    Requires the ability to communicate effectively, both orally and in writing, with all levels of staff and management.

IV.    OFFICER SPECIFIC POSITION RESPONSIBILITIES:  
1)    Acts as responsible steward to the function(s), Division, and Board by demonstrating proficiency in the Board’s espoused competencies.
2)    Balances and mitigates key organizational and functional risks where appropriate, and develops and executes sustainable risk mitigation strategies.
3)    Fosters a continuous learning culture.
4)    Exercises appropriate judgment and decision-making in complex situations.
5)    Demonstrates innovation and thought leadership relevant to future-state organizational and functional people strategies.
6)    Demonstrates strong leadership and management skills aligned to the Board’s espoused values.
7)    Keeps skills and knowledge current and aligned to best practices relative to key rules, regulations, and policies, as well as economic, political, and social trends that affect the organization. Understands near-term and long-term needs for the organization and determines how operations should be positioned to meet such needs.
8)    Demonstrates proficiency in political savvy, organizational savvy, and interpersonal communication skills.

V.    BOARD COMPETENCIES:
1)    Decision Quality:  Makes timely, thoughtful, strategic decisions
2)    Learning Agility:  Takes responsibility for building organizational agility
3)    Drive for Excellence:  Delivers results by developing shared vision and direction for the organization
4)    Perspective and Strategic Agility:  Leads and acts with the future in mind
5)    Collaborative Relationships:  Sets the tone for collaborative organization
6)    Effective Communication:  Effectively speaks and acts on behalf of the Board

VI.    PERSONAL RELATIONSHIPS:
1)    Has regular contact with all staff in the function(s) to stay connected to the pulse of the division, provide leadership, and act as a role model.
2)    Has frequent contact with senior staff and other professionals in the division, elsewhere at the Board, and the Reserve Banks regarding matters pertaining to area(s) of responsibility.
3)    Has frequent contact with members of the Board, both in discussions and through memoranda, regarding matters pertaining to area(s) of responsibility.
4)    Has frequent contact with individuals from other federal agencies, international organizations, and in the private sector regarding the subject matters in area(s) of responsibilities.

VII.    INTERNAL MANAGEMENT RESPONSIBILITIES:
1)    Provides guidance, coaching, and feedback to, and conducts performance reviews for managers and other direct reports, and ensures same is provided to all function staff.
2)    Responsible for accomplishing approved program objectives for area(s) of responsibility within the financial and personnel resources allocated by the Board and the division's senior management.
3)    Participates in the development of the division’s strategic plan, goals, and budget. Recommends program objectives and their priorities for area(s) of responsibility.
4)    Recommends personnel actions involving promotions, reclassifications, merit increases, and reassignments or separations in area(s) of responsibility.

VIII.    POSITION DEMANDS:
1)    Ability to exercise independent and sound judgment in establishing objectives for assigned area(s) of responsibility that provide support and services for the divisions and Board’s missions.  
2)    Ability to translate customer service and organizational development theories and best practices into effective strategies for adoption in area(s) of responsibility to achieve and maintain high levels of customer service.
3)    Ability to communicate effectively, both orally and in writing, to the Board and individual members thereof, senior Board staff, other Board and Reserve Bank staff: and staff at other government agencies and in the private sector on complex and technical matters.
4)    Ability to be an effective spokesperson and advocate for the Board and the division in outside contacts, which may involve significant business dealings.
5)    Ability to operate under pressure to meet deadlines accurately and in a timely manner.