Enterprise Experience Manager

***This position is only considering internal applicants at this time***

The Enterprise Experience Manager plays a critical leadership role in advancing the quality, consistency, and equity of service experiences across multiple government agencies. This position manages a team of Technology Experience Partners, each of whom supports specific agencies in improving constituent-facing services and internal operations. The role is responsible for translating agency needs and constituent insights into actionable process, policy, and technical improvements.

Reporting to the Chief Digital Officer, the Manager - Enterprise Experience collaborates closely with technical, operations, and policy teams to support change management efforts related to enterprise digital transformation. The role ensures that service enhancements are inclusive, data-informed, and aligned with broader government modernization goals.

Agency Summary
The purpose and mission of the Information Services Agency provides information technology services to the city and county. It helps each of the city and county agencies and departments achieve their mission through technology solutions. Information Services Agency aligns its objectives with the business of city and county partners to provide accessible and reliable services to residents, businesses, and visitors. The agency can do this by cultivating a productive, collaborative, and compliant work environment for our workforce to meet the needs of the residents of Indianapolis and Marion County.

Equal Employment Opportunity
The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Key Responsibilities

• Provide strategic direction and day-to-day supervision for a team of 5 Agency Experience Partners.
• Serve as a central escalation point for cross-agency service delivery issues and experience challenges.
• Partner with digital services and operations teams to guide the implementation of enterprise improvements, ensuring customer experience is embedded in design and rollout.
• Oversee the development and use of service quality metrics, customer feedback channels, and experience benchmarks across agencies.
• Coordinate enterprise-wide change management strategies and help agencies adapt to new systems, processes, and tools.
• Promote cross-agency collaboration and knowledge sharing on best practices for service excellence.
• Develop reporting, dashboards, and insights for executive leadership, city councils, or oversight bodies.
• Foster a culture of continuous improvement, equity-centered design, and public service accountability.
• Serve as technology champion for central enterprise applications like Microsoft, Adobe, ESRI, Service Now, PeopleSoft
• Must maintain confidentiality at all times.
  
  This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.

Minimum Job Requirements and Qualifications

• Bachelor’s degree in Public Administration, Business, Information Technology, User Experience, or related field
• 5+ years of experience in customer or constituent experience, public service design, operations management, or digital transformation.
• 2+ years of experience managing staff or cross-functional teams.
• Demonstrated success in leading change management or process improvement initiatives in a complex environment
• Strong stakeholder management and communication skills, with ability to bridge technical and non-technical audiences.
• Experience working with or across governmental agencies.
• Commitment to equity, inclusion, and accessibility in service design and delivery.
• Ability to work with diverse communities and ensure feedback loops are representative and actionable.
• Proficiency in experience measurement tools (e.g., surveys, user journey mapping, NPS/CSAT analysis).

Preferred Job Requirements and Qualifications

• Master’s degree in Public Administration, Business, User Experience, or related field
• Familiarity with frameworks such as Lean, Agile, Human-Centered Design, or Service Blueprinting is a plus.
• Professional certifications such as ITIL, Agile, and/or PMP
• Prior government experience strongly preferred

Working Conditions
Essential functions are regularly performed in an office setting without exposure to adverse environmental conditions.

Physical Conditions

1. Sitting at a desk the majority of the day
2. Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10) pounds
3. Tasks may involve extended periods of time at keyboard or workstation
4. Tasks require the ability to perceive and hear sounds and see visual cues or signals
5. Tasks require the ability to communicate orally