Director Digital Experiences

Director Digital Experiences

Requirements

• Bachelor degree in Digital Design, Information Technology, Marketing, Communications, Public Administration, or a related field.
• Minimum of 10 years of progressive experience in digital experience design, user experience (UX) and user interface (UI) design, digital transformation, or related fields.
• At least five (5) of the ten (10) years of experience being in a leadership role overseeing digital experience teams and initiatives, preferably within government settings or organizations serving a large community.

Responsibilities

• Directs staff to include prioritizing and assigning work; conducting performance evaluations; ensuring staff is trained; ensuring that employees follow policies and procedures; maintaining a healthy and safe working environment and making hiring, termination and disciplinary recommendations.
• Develops and executes a comprehensive digital experience strategy and roadmap specifically tailored for Chattanooga’s citizens and employees, aligned with the city’s overall strategic goals, the IT strategic plan, and Chattanooga’s commitment to innovation and accessibility.
• Leads the design, development, and continuous improvement of citizen-facing digital channels for Chattanooga, including the city website (chattanooga.gov), the city engagement platform, mobile applications for city services, online portals for permits and information, digital service delivery platforms for local needs, and other interactive digital touchpoints.
• Ensures all digital experiences meet accessibility standards (e.g., WCAG) to provide equitable access for all Chattanooga citizens and employees, including those with disabilities, reflecting the city’s commitment to inclusivity.
• Leads the enhancement of employee-facing digital tools and platforms used by Chattanooga’s workforce, including intranet portals providing city information, internal applications supporting city operations, collaboration tools for efficient teamwork, and digital workflows to streamline internal processes, ultimately improving employee productivity and satisfaction in serving the Chattanooga community.
• Champions a user-centric design approach, overseeing user research with Chattanooga residents and city employees, usability testing of digital interfaces, information architecture tailored to local needs, interaction design optimized for city services, and visual design that reflects Chattanooga’s identity.
• Develops and oversees content strategies and governance frameworks for Chattanooga’s digital platforms, ensuring information about city services, events, and initiatives is accurate, relevant, up-to-date, and aligned with the needs of Chattanoogans and city staff.
• Drives digital transformation initiatives across Chattanooga city departments, identifying opportunities to streamline local government processes, automate tasks relevant to city operations, and deliver services to Chattanoogans more effectively through digital channels.
• Establishes and utilizes data analytics to understand how Chattanoogans and city employees interact with digital platforms, identify pain points in accessing city services or internal tools, measure the effectiveness of digital experiences, and drive data-informed design and optimization decisions specific to Chattanooga’s context.
• Establishes key performance indicators (KPIs) to measure the success of digital experience initiatives for Chattanooga’s citizens and employees and provide regular reports to leadership on progress and impact on community engagement and workforce efficiency.

Preferred Qualifications

• Information Technology Management and Leadership Professional (ITMLP)
• Criminal Justice Information Services awareness training (CJIS)
• ITIL Certification
• CompTIA Certifications (Security+, Network+, Infrastructure+)
• Google Cloud Associate or Professional
• AWS Cloud Practitioner or Solutions Architect
• Project Management Professional (PMP) or CompTIA Project+
• UX/UI certifications focused on user research and usability testing with diverse populations.
• Google Analytics Certification
• Six Sigma or Lean/SixSigma Green Belt