This position is located in the Department of Licensing and Consumer Protection (DLCP). DLCP in responsible for regulating the business activities in the District of Columbia by issuing business and professional licenses, registering corporations, inspecting weighing, and measuring devices used for monetary profits, and issuing special events permits. The Agency protects the health, safety, economic interests, and quality of life of residents, businesses, and visitors in the District of Columbia by ensuring code compliance and regulating business.
As the Chief Customer Experience Officer, incumbent is responsible for developing and implementing strategies to improve DLCP’s customer experience delivery across its functional programs.
Duties and Responsibilities
Incumbent develops and implements strategies to improve DLCP’s customer experience delivery across its functional programs. Work involves planning, developing and carrying out vital projects and programs which are central to the agency's functioning and/orisolating and defining unknown conditions, resolving critical problems or developing new theories. IIncumbent plans, develops and carries out vital projects and programs which are central to the agency's functions and/or isolates and defines unknown conditions, resolving critical problems or developing new theories.Develops, oversees and works to implement the ideal customer experience for new and existing products and services.
Incumbent supports the Director and is responsible for developing and implementing a strategy to improve DLCP’s customer experience across all programs and services. Incumbent is part of DLCP's executive staff and engage the organization to improve customer understanding and ensure the organization is making business decisions around customer need, persistently and continuously improve program delivery, facilitate working together across organizational silos instead of separately within them, and ensure DLCP has a system of shared values and behaviors around delivering great customer experience. Captures both annual and transactional feedback in a unified platform to improve DLCP customer understanding and allows the organization to take action on data.
Qualifications and Education
Specialized experience is experience which is directly related to the position which has equipped the individual with the knowledge, skill and abilities to successfully perform the duties of the position. To be creditable, one (1) year of specialized experience must have been equivalent to the next lower grade level in the normal line of progression.
Licenses and Certifications
None
Working Conditions/Environment
The work is performed in an office setting.
Other Significant Facts
Tour of Duty: Monday- Friday 8:15AM- 4:45PM
Duration of Appointment: Management Supervisory Service (MSS): At-will employment applies to the MSS. All positions and appointments in the MSS serve at the pleasure of the appointing authority and may be terminated at any time with or without cause.
Pay Plan, Series and Grade: MS-0301-16
Promotion Potential: None
Collective Bargaining Unit: This position is not covered under a collective bargaining unit.
Position Designation: The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability – Security Sensitive.
Residency Requirement: If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.
EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, sex (including pregnancy), national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other legally-protected status within the limits imposed by applicable District and federal laws and regulations.