Job Posting: Senior Vice President of Customer Experience

State Compensation Insurance Fund

JC-154554
-
Senior Vice President of Customer Experience
C. E. A.

$10,010.00 - $11,924.00 per Month

Final Filing Date: 5/31/2019

Job Description and Duties

  • Are you an experienced leader with a passion for making a difference?
  • Would you relish the opportunity to be a key influencer in driving the organizational change necessary to build support and maintain a customer-centric environment?
  • Are you passionate about leading teams and inspiring others to deliver great service to our customers?

This position just may be for you!

State Compensation Insurance Fund is looking for a Senior Vice President (SVP) of Customer Experience (CX). The SVP leads a team responsible for driving continuous improvement throughout the organization by leveraging research data, analytics and business results to analyze operational areas that may be underperforming, and collaboratively developing focused priorities and milestones.

The most successful candidate should have a passion for excellent customer service and a demonstrated record for developing high performing teams.

 ESSENTIAL FUNCTIONS/PRINCIPAL RESPONSIBILITIES:

  • Be a key contributor throughout the organization and lead a team responsible for designing and implementing our CX strategy and roadmap
  • Build, foster and maintain an engaged and high performing work environment
  • Work with Executive management to develop CX strategy and roadmap of initiatives for establishing a positive and differentiated CX for clients
  • Lead the CX strategy through continuous self-learnings, directed research and best practices
  • Use VoC data to provide insight and drive decisions and successfully generate results
  • Lead effort to document and evaluate all customer touch points in our customer lifecycles through journey mapping and VoC data
  • Collaborate with internal business partners to establish and evolve enterprise-wide customer metrics (i.e., satisfaction, loyalty, etc.) to manage customers as an asset

DESIRABLES

KNOWLEDGE, SKILLS, AND BEHAVIORS:

  • Demonstrated ability to lead a team, build strong working relationships, and foster a positive work environment
  • Advanced training and presentation skills
  • Ability to synthesize implications of key industry competitive and innovation trends
  • Innovative and collaborative approach to problem solving to achieve business results
  • Exceptional planning, time management and organizational abilities
  • Ability to build a strong business network quickly, and effectively engage with all levels of leadership
  • Excellent verbal and written communication skills
  • Ability to influence and affect change

EDUCATION, WORK EXPERIENCE, LICENSES & CERTIFICATIONS:

  • Bachelor's degree
  • 5 – 10 years of experience in customer experience and business analysis
  • 3 or moreyears of leadership experience

SALARY: Commensurate with experience.

You will find additional information about the job in the Duty Statement.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

    Additional Documents

    Position Details

    Job Code #:
    JC-154554
    Position #(s):
    402-465-7500-XXX
    Working Title:
    Senior Vice President of Customer Experience
    Classification:
    C. E. A.
    $10,010.00 - $11,924.00 B
    # of Positions:
    1
    Work Location:
    Sacramento County
    Job Type:
    Career Executive Assignment - Non Tenured, Full Time

    Department Information

    State Fund is California’s largest provider of workers’ compensation insurance. Established in 1914 by the state legislature, we offer diverse and comprehensive products and services that provide a strong and stable option for employers and injured employees with fast, reliable claims service and medical and indemnity benefits. Our culture centers on our purpose and values. We exist to provide fairly priced workers' compensation insurance, make workplaces safe, and restore injured workers. We recognize and reward high performance, yet value a healthy work/life balance.

    Department Website: www.statefundca.com

    Special Requirements

    A STATEMENT OF QUALIFICATIONS (SOQ), RESUME, AND COMPLETED STANDARD STATE APPLICATION MUST BE SUBMITTED IN ORDER TO PARTICIPATE IN THE EXAMINATION.

    * Resume and/or Cover Letter do not take the place of the Statement of Qualifications.

    Application Instructions

    Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

    Final Filing Date: 5/31/2019

    Who May Apply

    Individuals who are eligible to be appointed to this Career Executive Assignment (CEA) by the State of California.

    Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

    How To Apply

    Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

    Address for Mailing Application Packages

    You may submit your application and any applicable or required documents to:

    State Compensation Insurance Fund
    Attn: Pahoua Vang
    2275 Gateway Oaks Drive
    Sacramento, CA 95833

    Address for Drop-Off Application Packages

    You may drop off your application and any applicable or required documents at:

    2275 Gateway Oaks Drive
    Sacramento, CA 95833
    08:00 AM - 05:00 PM

    Required Application Package Documents

    The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

    • Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
    • Resume is required and must be included.
    • Statement of Qualifications -
      The Statement is a narrative discussion of how the candidate's education, training, experience, and skills meet the minimum and desirable qualifications and the position responsibilities listed on this bulletin and qualify them for the position. The Statement of Qualifications serves as a documentation of each candidate's ability to present information clearly and concisely in writing and should be typed and no more than three pages in length nor less than 12 point Ariel font. Resumes do not take the place of the Statement of Qualifications.

      *Resume and/or Cover Letters do not take the place of Statement of Qualifcations.
    Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

    Examination Qualification Requirements

    All applicants must possess the knowledge and abilities, and any other requirements, described in this announcement.

    Note: Eligibility to take a CEA examination does not require current permanent status in the civil service.

    General Qualifications

    State civil service employees must possess essential general qualifications including integrity, initiative, dependability, good judgment, and ability to work cooperatively with others.

    Knowledge and Abilities

    Applicants must demonstrate the ability to perform high administrative and policy – influencing functions effectively. Such overall ability requires possession of most of the following more specific knowledge and abilities:

    • Knowledge of the organization and functions of California State Government including the organization and practices of the Legislature and the Executive Branch; principles, practices, and trends of public administration, organization, and management; techniques of organizing and motivating groups; program development and evaluation; methods of administrative problem solving; principles and practices of policy formulation and development; and personnel management techniques; the department’s or agency’s Equal Employment Opportunity Program objectives; and a manager’s role in the Equal Employment Opportunity Program.
    • Ability to plan, organize, and direct the work of multidisciplinary professional and administrative staff; analyze administrative policies, organization, procedures and practices; integrate the activities of a diverse program to attain common goals; gain the confidence and support of top level administrators and advise them on a wide range of administrative matters; develop cooperative working relationships with representatives of all levels of government, the public, and the Legislature and Executive branches; analyze complex problems and recommend effective courses of action; and prepare and review reports; and effectively contribute to the department’s or agency’s Equal Employment Opportunity objectives.

    These knowledge and abilities are expected to be obtained from the following kinds of experience with substantial participation in the formulation, operation and/or evaluation of program policies (experience may have been paid or volunteer; in State service, other government settings, or in a private organization):

    CEA Level A - Responsible for broad administrative and program activities, including the execution and/or evaluation of program policies.

    CEA Level B - Responsible for extensive managerial and program administration or broad program manager experience with substantial participation in the formulation, operation, and/or evaluation of program policies.

    CEA Level C - Responsible for extensive highly professional influence and contributes to program, policy, and the methods to provide professional services needed to set policies, to meet the mission of the State department and often exercising technical and or professional skills that are required at this level.

    Examination Information

    The examination process will consist of an evaluation of your Standard State Application (Form 678), resume, and Statement of Qualifications. The Statement of Qualifications will be used to evaluate your experience and education as it relates to the desirable qualifications, position responsibilities, knowledge, skills, and abilities, and may also serve as documentation of each candidate’s ability to present information clearly and concisely in writing since this is a critical factor to successful job performance. Therefore, it is to your advantage to invest the time and effort to completely describe your experience, education, training, knowledge, skills and abilities, as the statement of qualifications will be the basis for your final score and rank on the eligible list. (Hiring interviews may be conducted with only the most qualified candidates if it is determined necessary in order to make a selection.) 

    If you meet the requirements stated in this announcement, you may take this competitive examination. Possession of the Examination Qualifications requirements does not assure a place on the eligible list. Your performance in the examination will be compared with the performance of others who take this examination, and all successful candidates will be ranked according to their scores.

    A minimum rating of 70% must be attained in the Examination to obtain list eligibility for this position. All candidates will receive written notification of their examination results.

    The results of this examination will only be used to fill this position. Applications will be retained for twelve months.

    Hiring interviews for the Job may be conducted with the most qualified candidates.

    The examining Department reserves the right to revise the examination plan to better meet the needs of the service, if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service law and rules and all competitors will be notified.

    Special Testing Arrangements

    If you have a disability and need special testing arrangements, answer the Reasonable Accommodations question appropriately on your Application (STD 678). You will be contacted to make specific arrangements. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this announcement.

    Benefits

    State Fund employees are eligible for a number of benefits. Our benefit package includes:

    Health Benefits Program (CalPERS), Retirement (CalPERS ), Employer Health and Consolidated Benefits Contributions, Dental, Vision, 401(k) and 457 Deferred Compensation Plans, Employee Assistance Program, Group Legal Services Insurance, Holidays, Vacation/Sick/Other Paid Leave, Flex Elect Reimbursement Program, Wellness and Recognition, Alternate Work Schedules, Transit Pass Program, Tuition Reimbursement, Dependent Scholarship Program, Leadership Training, Mentoring Program

    Contact Information

    The Human Resources Contact is available to answer questions regarding the position or application process.

    Human Resources Contact:
    Pahoua Vang
    (916) 924-6816
    PVang@scif.com

    Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

    EEO Contact:
    Rosa Gil-Robles
    (800) 499-8668
    California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

    Background Investigations

    Prior to employment with State Compensation Insurance Fund, a background investigation (BI) will be conducted.

    Equal Opportunity Employer

    The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

    It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.