Digital Experience Specialist - Remote

Department Information

The mission of the Colorado Department of Revenue (CDOR) is to become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive. We are driven by our values of service, teamwork, accountability, integrity, and respect. The vision of the department is to empower businesses and individuals through quality customer service, innovation, and collaboration. We celebrate diversity and support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work.

Description Of Job

The Division of Motor Vehicles (DMV) provides services used by nearly every resident of the State. Colorado residents utilize identification, driver, and vehicle services at State and County offices to obtain identification cards, driver licenses, vehicle registrations, titles, and other related services. Additionally, the DMV licenses and provides oversight of private businesses and government organizations that provide driver and emission testing services. Finally, the division works closely with other state agencies and programs to provide information and education to serve the public and encourage voluntary compliance.

The office of the Chief Customer Experience Officer in the Support Services unit of the Division of Motor Vehicles (DMV) operates primarily within the DMV Administration section. While the front-facing offices handle driver's licenses and vehicle registrations, the CCXO acts as the voice of the customer for the division, ensuring that DMV Services meet customer expectations.

The primary purpose of this Digital Experience Specialist position is to support the design and direct the implementation of customer experience efforts and manage DMV's eservices ecosystem. As a pacesetter with a unique level of technical expertise critical to the agency's success, this role's authority directly influences management decisions both within and beyond the agency. This position designs mission-critical strategy, systems, and processes that directly impact the agency's broad program policies and serves as a model or statewide system for other areas of state government.

As a Knowledge Manager, the Digital Experience Specialist serves as the primary architect and guardian of an organization's "intellectual capital." The purpose is to ensure that the collective experience, data, and insights of a company are not just stored, but are actively captured, organized, and shared so that the right people have the right information at the exact moment they need it.

This position also serves as a Staff Authority on Knowledge Management (KM), holding unique technical expertise essential to the DMV's mission. Formulates and decrees KM governance, policy, and strategy where guidelines currently do not exist.

The Digital Experience Specialist designs the comprehensive information architecture and taxonomy standards that dictate how the agency captures and utilizes intellectual capital. Acts as the designer of a statewide system whose technical guidance is sought by managers and peers in other state government departments. Agency management routinely relies on the essential consultation of this authority before deciding broad, critical program and policy direction. This consultation is accepted as fact and not refuted on its technical merit. Evaluates inadequate existing communication flows to tailor a new, unified content strategy, establishing precedents that influence external state agencies' approaches to digital compliance and user experience.

Knowledge Manager Duties Include

• Strategy & Governance: Develop and execute division-wide Knowledge Management (KM) strategy aligned with DMV's strategic goals and operational needs.
• Content Management and Information Architecture: Design and manage the information architecture (e.g., taxonomies, metadata, search structures) to ensure intuitive navigation and discoverability of content.
• Technology and Systems: Manage the selection, deployment, and optimization of KM tools and platforms (e.g., SharePoint, CRM, or other specialized KM software).
• Training and Change Management: Design and deliver training programs for DMV employees on KM principles, content creation, knowledge sharing, and effective use of KM systems.

Digital Feedback Analyst Duties Include

The Digital Experience Specialist will also be a Digital Feedback Analyst, which is a specialized data professional who focuses on the "Voice of the Customer" (VoC) within digital channels. While a general data analyst might look at what users are doing (clicks, bounce rates), a Feedback Analyst focuses on why they are doing it by analyzing direct and indirect sentiment. Their primary goal is to turn unstructured human feedback into structured, actionable business intelligence.

• Web Development Support: Monitor and implement DMV web needs
• Data Aggregation & Management: Consolidate and manage data from all digital listening posts, including Medallia (website/in-office), AWS CSAT (call center), and Public Feedback Widgets
• Dashboarding & Reporting: Design, build, and maintain the pilot CX Scorecard and operational dashboards using Excel, Tableau, or other BI tools.
• Real-Time Issue Detection: Perform daily monitoring of Public Feedback Widgets to act as the "canary in the coal mine".
• Analysis & Support: Assist CX Champions in analyzing open-text feedback from all channels to categorize and quantify the "why" behind customer scores. Recommend and oversee implementation of E-Services design and improvement.

Location and Work Arrangement

This is a remote position that is primarily tasked with performing work duties via flex-place (aka telework, work-from-home arrangements) with infrequent on-site visits, including the office at 2829 W Howard Place, Denver, CO 80204.

Residency Requirement

This posting is only open to residents of the State of Colorado at the time of submitting your application.

Minimum Qualifications

Experience Only: Seven (7) years of relevant work experience in Customer Experience, Knowledge Management, Qualitative Analysis or Technology Management, which must include career progression into roles of leadership including Team Lead, Supervisory, Managerial, or other equivalent roles, with job duties to include the oversight of employees; to equal to seven (7) years.

Education And Experience: A combination of related secondary education in degrees areas including Business, Public Administration, Information Technology, Communication, Psychology, Mathematics, or other related fields; along with relevant work experience in Customer Experience, Knowledge Management, Qualitative Analysis or Technology Management, which must include career progression into roles of leadership including Team Lead, Supervisory, Managerial, or other equivalent roles, with job duties to include the oversight of employees; to equal to seven (7) years.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Cover letters and resumes are encouraged to be attached to applications, however they WILL NOT be accepted in lieu of the official State of Colorado online application. CDOR does not review attachments of any kind during the application process. Part-time work experience will be prorated. Applicants must meet the minimum qualifications to continue in the selection process for this position. Do not use "see resume" or "see attached" statements on your application. List your employment history starting with the most recent job, including part-time, temporary, and volunteer jobs. If more than one job was held with a given organization, list each job held as a separate period of employment. Information must be accurate, including dates of employment. If it is found that information provided is falsified, you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.

Preferred Qualifications

• Demonstrated experience with Human-Centered Design
• Department management experience, establishing performance goals and evaluating workforce performance
• Experience in coaching, negotiating, and conflict management
• Experience in a regulatory environment or technical services workplace serving the general public
• Advanced communication skills
• Experience with Salesforce, Medallia, Tableau, or other related software applications
• Intellectual curiosity around AI use in government settings

DOR Required Skills and Competencies

Competencies required for all DOR positions include good communications skills, interpersonal and people management skills, the ability to multitask, the ability to work with confidential information, the ability to work in high-stress environments, and the demonstrated ability to assist customers.

Key skills/competency

• Digital Experience Specialist
• Knowledge Management
• Customer Experience
• Information Architecture
• Qualitative Analysis
• Data Analysis
• Content Strategy
• User Experience
• KM Strategy
• Digital Feedback Analysis