Director Digital Experiences

Work Hours:  Monday – Friday, 8:00 A.M. – 4:30 P.M. (EST)
*Hours may vary due to work assignments, or projects.*

Work Location: The Edney Innovation Center

FLSA Status:  This is an Exempt position.
Salary: $86,682- $104,721

Department:  Technology Services

CLASSIFICATION SUMMARY:  

Incumbent will lead the strategic direction, design, development, and optimization of exceptional digital experiences for both our citizens and city employees. This leadership role within the Technology Solutions department will be responsible for improving how citizens interact with their city online and through digital channels, as well as enhancing the digital tools and experiences that empower our dedicated city workforce. Reporting to the Chief Information Officer, the Director will champion a user-centric approach, leveraging data, technology, and best practices to create intuitive, accessible, and engaging digital solutions that improve citizen satisfaction, streamline access to city services, enhance employee productivity and foster a stronger connection with our community. This role demands a deep understanding of user experience (UX) principles, digital transformation strategies relevant to local government, and the ability to translate the unique needs of Chattanooga's residents and employees into great digital journeys.

SERIES LEVEL: 
The Director Digital Experiences is a stand-alone position.

ESSENTIAL FUNCTIONS:

(The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.)

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. Focuses on accessibility for all Chattanoogans, ease of use, and citizen satisfaction with city services. 

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