The New York City Taxi and Limousine Commission (TLC) is the biggest for-hire transportation agency in the nation, taking on the challenge of licensing and regulating the city's iconic yellow and green taxis, Uber and Lyft vehicles, commuter vans, and luxury limousines. As a member of our team, you'll be in the driver's seat of revolutionizing taxi licensing and enforcement systems in the city that never sleeps. Every day, we make sure over one million riders arrive at their destination safely and comfortably, and we're just getting started. TLC is a strategic partner to the Vision Zero initiative, open data and accessibility projects, and several programs relative to making the city's transportation options more inclusive.

The Chief Experience and Transformation Officer is a key leadership role responsible for driving the transformation of the agency’s digital platforms and services while ensuring a seamless and intuitive user experience for customers. This role encompasses managing a multi-year user research and design vendor and driving TLC-wide strategic change initiatives resulting from TLC Connect. The role actively participates in the strategic decision making for TLC Connect by combining expertise in user experience, innovative design thinking, and digital transformation. They will lead cross-functional teams, collaborate with IT leaders, and champion a user-centered approach to deliver exceptional experiences that align with business objectives and industry best practices.

Responsibilities will include:

- Develop and lead a multi-year user research and design strategy, ensuring a seamless and intuitive user experience across all company touchpoints.
- Oversee the UI/UX team, providing guidance and direction in creating user-centered designs and driving continuous improvement.
- Collaborate with cross-functional teams to incorporate user feedback and insights into product development, enhancing customer satisfaction and loyalty.
- Drive the transformation of the company's digital platforms and services aligning them with industry best practices and emerging trends.
- Play a key role in IT strategic decision making contributing expertise in user experience, design thinking, and digital transformation initiatives.
- Champion a customer-centric culture within the organization, fostering a deep understanding of customer needs and driving customer-focused decision making.
- Establish and monitor key performance indicators related to user experience, ensuring continuous evaluation and improvement of the company's digital offerings.
- Collaborate with IT leaders to define and execute technology roadmaps that support the company's overall business strategy and customer experience goals.
- Work with vendors to create and execute end user training curricula.
- Use change management methodologies to facilitate process improvements and reengineering.
- Assess organizational change readiness and conduct quantitative assessments of change success and change adoption.
- Create a communications strategy and plan to ensure employees are aware of service impacting IT work.
- Implement actionable plans to enable effective transitions and mitigate resistance.
- Provide ongoing coaching and mentoring about change management practices to leadership, stakeholders, product managers, and project managers.
- Manage special technology projects as assigned.

1. A baccalaureate degree from an accredited college and six years of satisfactory full-time experience related to the area(s) required by the particular position; or
2. Education and/or experience which is equivalent to "1" above.

- Bachelor’s degree in information technology field or a related field. - 3+ years of overseeing computer operations support, incident management, and project management functions in a large technology environment. - 3+ of experience of leading cross-functional and cross-organizational projects. - Strong knowledge of project management principals under PMI standards. - Experience planning and implementing change at the enterprise level. - Track record of successful organizational change and UI/UX experience. - Ability to coordinate multiple tasks simultaneously under tight deadlines. - Exceptional written and oral communication skills. - Experience with and deep knowledge of change management methodologies, approaches and tools. - Interpersonal skills and the ability to build relationships at all levels within the enterprise. - Advanced Microsoft Office Word, Excel, and PowerPoint skills.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

New York City Residency is not required for this position.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.