Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

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.

Responsibilities

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.
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.
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.
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.
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.
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.
Completion of this learning path is required as part of the employee’s regular daily duties and responsibilities.

Requirements

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.
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.

Skills

Customer experience principles
Customer journey mapping
User-centered design
Service delivery
Change management
Adoption strategies for enterprise technology products
Product management practices
Product lifecycle management
Roadmap development
Backlog prioritization
Release planning
Operational readiness
Value realization
Enterprise IT environments
SaaS products
Cloud platforms
Shared technology services
Integration dependencies
Cybersecurity considerations
Multi-vendor delivery models
Eliciting customer needs
Documenting requirements
Translating business needs into product features
Communicating product value to technical and non-technical audiences
Coordinating cross-functional delivery across program areas, IT teams, support teams, vendors, governance groups, and executive stakeholders without direct authority
Developing adoption plans
Training strategies
Communications
Job aids
Office hours
Communities of practice
Stakeholder engagement approaches that improve product utilization
Analyzing usage data
Support trends
Customer feedback
Product performance metrics
Adoption outcomes to recommend improvements and inform leadership decisions
Managing competing priorities, risks, issues, dependencies, and timelines while maintaining focus on customer experience, product adoption, and successful delivery
Preparing executive-ready briefings, reports, decision materials, product health summaries, and recommendations that clearly communicate status, risks, trade-offs, and next steps
Building productive relationships with customers and stakeholders
Resolving concerns
Facilitating alignment
Supporting continuous improvement in product delivery and customer outcomes
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.

Location

AUSTIN

Work Type

Full time
Onsite

Experience Level

7 years of experience in enterprise IT environments

Education Level

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.

Salary/Compensations

$5,797.66 - $8,750.00 Monthly

Benefits

100% paid employee health insurance for full-time eligible employees
A defined benefit pension plan
Generous time off benefits
Numerous opportunities for career advancement

About the Company

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.

Equal Opportunity

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