Job Title

Job Family

Job Code

Job Exempt

Digital Service Designer and Delivery Manager

Seiu_Professional

AEM32

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

S08

Salary

$37.43

$49.60

$61.77

Job Description

Performs professional-level work and is responsible for managing and facilitating agile projects, typically to deliver a specific digital product and/or world-class, user-centered City of Orlando services via a multi-departmental team. Works on services that matter, with people who value design and create work the City would be proud to talk about. Facilitates service design workshops to help City staff understand user needs and how to utilize human-centered design principles. Gets staff excited about delivering simple, beautiful, and easy-to-use City services. Delivers complex digital projects, breaks down barriers for their team, plans at a higher level, and gets into details to make things happen when needed.

Minimum Qualifications:

Bachelor's Degree and three (3) years of experience in service design, user experience, or project management; or an equivalent combination of education, training, and experience. Must pass police background investigation. Human-centered design experience, certificate, or training desired. Agile experience or certification preferred.

Responsibilities

EXAMPLES OF WORK PERFORMED:

Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.

Delivers projects and products using the appropriate agile project management methodology, learning & iterating frequently

Acts as the project manager for new Digital platform rollouts coordinating with Product Managers, developers, 3rd party vendors, City departments and other IT staff

Performs all service design work as a partner with City staff and departments

Gains buy-in from City staff and departments on service design improvements

Designs and facilitates service design workshops and curriculum

Maintains data and KPIs related to service design workshops

Works with staff and Product Managers to analyze failure within services and identify root causes for that failure

Helps staff identify opportunities for cost reduction and improvement within an existing service

Understands user needs and identify where separate interactions with government should act as one service that meet that need

Arranges these separate interactions into rational user journeys within that service

Works with the Product Manager and City staff to define the roadmap for any given product and assist in translating this into user stories

Looks for commonalities in activities across services where products could be made

Understands the existing supporting system of a service and design targeted improvements to that system to accommodate the new service - both digital and process based

Creates and rapidly iterates service prototypes

Identifies and designs new cross government service patterns and standards

Leads the collaborative, dynamic planning process - prioritizing the work that needs to be done against the capacity and capability of the team and/or vendor

Plays an active role in the government service design community sharing learning and celebrating progress made by others

Performs other related duties as required

KNOWLEDGE, SKILLS AND ABILITIES:
Skilled in process and project facilitation

Skilled in human centered design and/or running design sprints

Ability to help City staff understand the importance of creating a positive user experience encouraging them to suggest and create improvements

Ability to communicate with all areas of the City

Skilled in delivering digital projects and products

Skilled in using a range of agile project management methods

Skilled in balancing multiple priorities and dealing with ambiguity

Ability to understand the digital landscape

Ability to say “no” but explain why in terms internal stakeholders will understand

Ability to prioritize and balance the needs of users and internal stakeholders

Ability to make and communicate evidence-based decisions

Ability to sketch and prototype on paper and in HTML

Ability to work quickly in an agile environment

Ability to explain ideas in a way that other people understand

Ability to welcome the constructive criticism of their work and be able to constructively review the work of others

Ability to interpret user research

Knowledge of how form and function work together

Knowledge of how to remove complexity from services

Ability to write for user interfaces

Ability to explain design decisions and be able to represent a service at a service assessment

Ability to assess a service and give constructive feedback

Ability to collaborate on designs with a developer or 3rd party vendor

Ability to lead and design a workshop

Ability to prepare and present formal presentations in a professional manner

Ability to operate personal computer for extended periods of time

Ability to communicate with and instruct others, using both technical and non-technical language to explain technical subjects and processes

Ability to establish and maintain effective working relationships with internal and external personnel

Performs other related duties as assigned