CEA A, Head of Service Design

Job Description and Duties

Under the general supervision of the Chief of Data & Digital Services, the Head of Service Design provides Caltrans-wide executive leadership, policy direction, and strategic governance for how Caltrans designs, delivers, and continuously improves its customer-facing services (grants, project oversight, project planning pipeline, tooling). As the Department’s chief authority on service design, the incumbent establishes enterprise-wide policies, standards, and operating models that ensure Caltrans’ programs, digital tools, and public-facing processes are coherent, accessible, equitable, and aligned with the expectations of a modern transportation system and the Consumer.

As a CEA, the incumbent serves as the Department’s principal advisor on service-delivery policy, representing Caltrans in statewide initiatives, interagency collaborations, and executive-branch efforts related to customer experience, digital transformation, and multimodal service integration.

See attached duty statement for additional information.

You will find additional information about the job in the .

Special Requirements

Statement of Qualifications

A Statement of Qualifications is required to participate in the examination.

Candidates must provide detailed and specific examples f rom their professional education, experience, and training that directly answer each of the Statement of Qualifications (SOQ) questions outlined below. In addition to the examples, candidates  must also include their overall length of time of their experience as it relates to each SOQ question in the space provided. Each question will be scored individually, therefore, candidates must provide length of time and specific examples to each question.

Responses to the SOQ must be submitted on the Department of Transportation's CEA Statement of Qualifications Form (PM-0503). Any SOQ responses that are not submitted on the PM-0503 will not be scored. Each box provided on the form for your response has been limited to 2000 characters . Additional documents to supplement the PM-0503 will not be reviewed during the examination scoring. 

The PM-0503 SOQ Form can be found in the Required Application Package Documents section of this advertisement.

Submit your competed PM-0503 in the “Additional Documents” section. Select “Other” from the drop-down menu for Type of Document and enter SOQ for the Description. Upload your completed PM-0503, then Save & Review Application.

The Statement of Qualifications must address the applicant’s qualifications relative to the following:

1. Describe your experience establishing or leading an enterprise service design function. How did or would you define its mission, governance, operating model, and value to the organization?

2. Describe a major organizational transformation you led that fundamentally changed how an organization served its customers. How did you influence executives, legislators or regulators, overcome resistance, and sustain the change?

3. Describe your experience creating an organization that habitually designs and delivers customer-centered services. Include how you developed standards, governance, methods, talent, and measures of success.

4. Describe how you would partner with an executive responsible for Product Management to ensure customer research, service design, product strategy, technology delivery, operations, policy, and customer success function as a cohesive system. How would you distinguish the responsibilities of the two organizations while ensuring effective collaboration?

5. Provide examples from your work experience that demonstrate your ability to guide product and design milestones.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Academic course work at the university level. Training and experience in the area of supervision and management principles.

• Ability to reason logically and creatively.

• Ability to develop and maintain a level of professional integrity to ensure that the best interests of Caltrans and the program are served.

• Ability to work well with partners and clients.

Benefits

Information to be Included on Application

Please include the CEA Exam Number (26CEA24) and title of the position applying for on the STD. 678 application form.

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 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 optional. It may be included, but is not required.
• Statement of Qualifications -

  Candidates must provide detailed and specific examples from their professional education, experience, and training that directly answer each of the Statement of Qualifications (SOQ) questions. In addition to the examples, candidates must also include their overall length of time of their experience as it relates to each SOQ question in the space provided. Each question will be scored individually, therefore, candidates must provide length of time and specific examples to each question.

  Responses to the SOQ must be submitted on the Department of Transportation's CEA Statement of Qualifications Form (PM-0503). Any SOQ responses that are not submitted on the PM-0503 will not be scored. Each box provided for your response has been limited to 2000 characters. Additional documents to supplement the PM-0503 will not be reviewed during the examination scoring.

  - PM0503 SOQ Exam Form