Director Of Customer Experience

The DC Public Library provides environments that invite reading, learning and community discussion and equips people to learn all their lives, to embrace diversity and to build a thriving city. The library is a vibrant center of activity for residents and visitors in the Nation’s Capital and is a recognized force in the community for engaging the mind, expanding opportunities, and elevating the quality of life.

This position is located in the District of Columbia Public Library (DCPL), in the Library’s Chief of Staff Office. The Director is responsible for conceptualizing, developing, and implementing Customer Experience enhancements that involve multiple departments and locations. The Director will use a range of methods to gather information from customers to recommend and prioritize enhancements. This charismatic leader will need to influence cross-functional teams within the library to create a single, unified interaction with the customer that delivers consistent, meaningful value from all departments across many touch points. The Director will supervise staff whose work is directly aligned with the Customer Experience, including the Circulation & Access Services Manager and the Library Design & Appearance Coordinator.

Duties and Responsibilities

Leadership & Collaboration

• Serve as project lead to engage staff and articulate a shared vision of success for the Customer Experience at DCPL.
• Work collaboratively with Department heads, location managers, and senior leadership to assess the Customer Experience at all levels of the organization.
• Develop recommendations and priorities for addressing gaps and taking the Customer Experience to the next level.
• Provide thought leadership on how best to deliver on the Customer Experience aspects of the Library’s Strategic Plan.
• Conduct market research and other outward-facing activities to gather and analyze information about the Customer Experience. Understand and address diverse user needs for both current DCPL audiences and those outside its core user base.
• Oversee staff with cross-functional roles directly related to Customer Experience.
• Lead a customer service excellence team with representatives from departments and locations within DCPL.

Cross-Functional Projects

• Serve as project lead and/or convener for select cross-functional projects.
• Develop training and engagement strategies that empower all staff to understand and fulfil their role in achieving the desired Customer Experience.
• Assist with making sure we have the right staff in the right roles and the right organizational structures to better deliver a great Customer Experience.
• Lead and/or participate in design for service points both physical and digital and intuitive wayfinding.
• Provide expert guidance on how to optimize the catalog, integrated library system, and all aspects of the public interface from the perspective of the customer.
• Help think through how to deliver exceptional Customer Experiences for diverse audiences at the new Central Library.

Processes, Policies & Standards

• Establish and oversee a shared set of Customer service excellence standards across DCPL.
• Assess and address critical gaps in existing customer policies, standards, practices, and tools.
• Utilize knowledge management tools to ensure processes, policies and standards are convenient and readily accessible.

• Work with other experts in Customer Experience, as well as other library systems, to understand trends and best practices in user experience.
• Performs other related duties as assigned.

Qualifications & Experience

The incumbent must possess a Master’s degree in Library Science, Business Administration, or related field, with a minimum of eight (8) years in costumer relations inclusive of two(2) or more years of management and supervisory experience. In addition, the following is required:

• Emphasis is placed on leadership capacity in an urban public library and/or complex customer service environment with at least two (2) years of experience in either environment.
• Successful track-record of supervising and collaborating with staff in a manner that is flexible and supportive yet ensures accountability.
• Demonstrated experience of five (5) or more years developing and delivering exceptional customer service strategies.
• Demonstrated ability to initiate and implement change with at least two (2) years of experiences leading change in an organization.
• Demonstrated experience of at least two (2) years and knowledge leading cross-functional teams.
• Ability to combine strong service instincts with data-driven analysis. Familiarity with industry tools including CRMs.
• Ability to engage, train, and inspire professional and support staff.
• A commitment to intellectual freedom and the library’s mission and goals.
• Demonstrated experience in project management and all phases of the project lifecycle. Three (3) years of project management experience or project management certification preferred.
• A sense of humor and a positive, can-do approach to library services and operations.
• Knowledge of library administration and urban library operations preferred.
• User experience certification (UX) or certified Customer Experience professional (CCXP) preferred.

Residency Requirement

A person applying for a position in the Career Service, Educational Service, Management Supervisory Service, an attorney position in the Legal Service (series 905) other than the Senior Executive Attorney Service (SEAS), or an attorney position in the Excepted Service (series 950) who is a bona fide District resident AT THE TIME OF APPLICATION for the position, may be awarded a 10-point residency preference over non-District applicants, unless the person declines the preference points. If selected the person shall be required to present, no less than 8 proofs of bona fide District residency and maintain such residency for 7 consecutive years from the effective date of the appointment. Failure to maintain bona fide District residency for the 7-year period will result in forfeiture of employment.

General Suitability Screening

This position is subject to general suitability screening; verification of employment history, reference checks and degree/license, as applicable. The appointee to the position may be offered employment contingent upon receipt of a satisfactory general suitability screening.

Enhanced Suitability Screening

The position for which the individual is applying has been identified and designated as requiring enhanced suitability screening; If tentatively selected for the position, a criminal background check, traffic record check, consumer credit check, and mandatory drug and alcohol test will be conducted (as appropriate); and the appointee to the position may be offered employment contingent upon receipt of a satisfactory enhanced suitability screening.

Employment Benefits

Selectee will be eligible for health and life insurance, annual (vacation) and sick leave and will be covered under the District of Columbia government's retirement plan. However, if selectee was previously employed in the District of Columbia government under an appointment for which he/she was eligible for Civil Service Retirement (CSR), contributions to CSR will resume upon re-employment.

Working Conditions/Environment

The work is performed in an office setting.

Other Significant Factors

Duration of Appointment: Management Supervisory Service (MSS).

MSS At-Will Statement: Positions in the Management Supervisory Service (MSS) serve at the pleasure of the appointing authority and may be terminated at any time with or without cause.

Collective Bargaining Unit: This position is not covered under a collective bargaining agreement.

Promotion Potential – None

Equal Employment Opportunity

The District of Columbia Government is an Equal Opportunity Employer: all qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability. Sexual harassment is a form of sex discrimination, which is also prohibited. In addition, harassment based on any of the above-protected categories is prohibited.

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