Customer Experience and Product Delivery Lead

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Functional Title: Customer Experience and Product Delivery Lead

Job Title: Management Analyst IV

Agency: Health & Human Services Comm

Department: AI Office

Posting Number: 20767

Closing Date: 10/27/2026

Posting Audience: Internal and External

Occupational Category: Computer and Mathematical

Salary Range: $5,797.66 - $8,750.00

Pay Frequency: Monthly

Salary Group: TEXAS-B-25

Shift: Day

Additional Shift: Days (First)

Telework:

Travel:

Regular/Temporary: Regular

Full Time/Part Time: Full time

FLSA Exempt/Non-Exempt: Exempt

Facility Location:

Job Location City: AUSTIN

Job Location Address: 4601 W GUADALUPE ST

Other Locations:

MOS Codes: 0510,0570,4502,4505,8016,8840,8852,8862,8870,11A,11Z,14FX,165X,171X,35PX,37A,37F,3N0X6,46A,612X,632X

641X,70A,70D,70E,712X,732X,INF,IS,SEI13,SEI15,YN,YNS

This position is open to U.S. Citizens and permanent residents.

This onsite role requires the selected candidate to work from an HHS office in Austin, Texas.

The enterprise customer experience and product delivery lead perform advanced customer-centered technology coordination, product enablement, and delivery work. This position is responsible for improving the customer experience for agency technology products and services by translating customer needs into product requirements, adoption strategies, delivery plans, and measurable outcomes. The role works closely with program areas, IT teams, enterprise architects, vendors, support organizations, and leadership to ensure assigned products are delivered effectively, adopted successfully, and continuously improved based on customer feedback, usage data, operational readiness, and business value.

ESSENTIAL JOB FUNCTIONS

Leads customer experience and product adoption activities for enterprise technology products and services, including customer discovery, stakeholder engagement, onboarding, training, communications, office hours, feedback loops, and adoption measurement. Develops customer journey maps, adoption plans, success measures, and user enablement materials to improve product understanding, satisfaction, utilization, and sustained value realization. (25%)

Coordinates product delivery activities from planning through implementation, including scope definition, requirements clarification, schedule coordination, readiness assessment, risk and issue tracking, dependency management, release planning, operational handoff, and post-implementation review. Ensures delivery plans are aligned with agency priorities, enterprise standards, customer expectations, and support readiness. (25%)

Serves as a product liaison between customers, program areas, IT delivery teams, vendors, support teams, and leadership. Elicits customer needs, analyzes pain points, documents requirements, prioritizes enhancements, and translates customer and operational feedback into actionable product roadmap recommendations, backlog items, decision materials, and continuous improvement opportunities. (20%)

Develops and monitors product adoption and customer experience metrics, including usage trends, support patterns, satisfaction indicators, training participation, feature utilization, operational performance, and value realization. Produces executive-ready reports, dashboards, briefings, and recommendations that communicate product health, adoption progress, risks, trade-offs, and improvement actions. (10%)

Supports vendor and cross-functional delivery coordination by facilitating working sessions, clarifying responsibilities, monitoring deliverables, validating customer acceptance criteria, escalating blockers, and ensuring customer-facing impacts are clearly communicated before, during, and after product releases. (5%)

Provides leadership, guidance, and coordination to team members and stakeholders to accomplish customer experience, adoption, and product delivery objectives. May assign work, coordinate activities, review deliverables, and support continuous improvement of product delivery practices. Performs related work as assigned. (5%)

Completion of this learning path is required as part of the employee's regular daily duties and responsibilities. (15%)

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of customer experience principles, customer journey mapping, user-centered design, service delivery, change management, and adoption strategies for enterprise technology products.
• Knowledge of product management practices, product lifecycle management, roadmap development, backlog prioritization, release planning, operational readiness, and value realization.
• Knowledge of enterprise IT environments, SaaS products, cloud platforms, shared technology services, integration dependencies, cybersecurity considerations, and multi-vendor delivery models.
• Skill in eliciting customer needs, documenting requirements, translating business needs into product features, and communicating product value to technical and non-technical audiences.
• Skill in coordinating cross-functional delivery across program areas, IT teams, support teams, vendors, governance groups, and executive stakeholders without direct authority.
• Skill in developing adoption plans, training strategies, communications, job aids, office hours, communities of practice, and stakeholder engagement approaches that improve product utilization.
• Skill in analyzing usage data, support trends, customer feedback, product performance metrics, and adoption outcomes to recommend improvements and inform leadership decisions.
• Ability to manage competing priorities, risks, issues, dependencies, and timelines while maintaining focus on customer experience, product adoption, and successful delivery.
• Ability to prepare executive-ready briefings, reports, decision materials, product health summaries, and recommendations that clearly communicate status, risks, trade-offs, and next steps.
• Ability to build productive relationships with customers and stakeholders, resolve concerns, facilitate alignment, and support continuous improvement in product delivery and customer outcomes.

PREFERRED SKILLS

• Experience leading product adoption, customer enablement, or change management for enterprise technology products, SaaS platforms, Microsoft 365 Copilot, Power Platform, artificial intelligence tools, or similar digital services.
• Experience managing product delivery from pilot through enterprise rollout, including readiness planning, communications, training, support transition, release coordination, and post-launch improvement.
• Experience developing product roadmaps, adoption dashboards, customer success metrics, executive briefings, business cases, stakeholder presentations, or value realization reports.
• Experience working in a CTO, enterprise architecture, product management, customer success, portfolio management, or centralized technology delivery organization.
• Professional certifications in product management, project management, change management, customer experience, Agile delivery, Microsoft 365 Copilot, Power Platform, artificial intelligence, or related technologies are preferred.

Registrations, Licensure Requirements or Certifications:

None

INITIAL SELECTION CRITERIA

Graduation from an accredited four-year college or university with major coursework in information systems, business administration, mathematics, or a related field is generally preferred.

At least 7 years of experience in enterprise IT environments, including hand-on experience coordinating vendors, projects, financial management, or technology deployment initiatives, is required.

Additional Information:

Any employment offer is contingent upon available budgeted funds. The offered salary will be determined in accordance with budgetary limits and the requirements of HHSC Human Resources Manual.

Selected candidates must be legally authorized to work in the U.S. without sponsorship.

Selected candidate must be willing to commute to the office on the required days.

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor's Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditors Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.