Customer Experience and Product Delivery Lead
Listed on 2026-09-12
-
Business
Change Management, Business Systems & Technology Analysis -
IT/Tech
IT Business Analyst, Change Management, Business Systems & Technology Analysis
Career Opportunities:
Customer Experience and Product Delivery Lead (20767)
Posting 20767
-Posted
- Health & Human Services Comm
- AI Office
- Computer and Mathematical
- Additional Shifts available (1) -c. $5000 - $6999 per month
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. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.
Explore more details on the Benefits of Working at HHS webpage .
Functional
Title:
Customer Experience and Product Delivery Lead
Job Title:
Management Analyst IV
Agency:Health & Human Services Comm
Department:AI Office
Posting Number:20767
Closing Date:10/27/2026
Posting Audience:Internal and External
Occupational Category:Computer and Mathematical
Salary Range:$5,797.66-$8,750.00
Pay Frequency: Monthly
Salary Group:TEXAS-B-25
Shift:Day
Additional Shift:Days (First)
Telework:
Travel:
Regular/Temporary:Regular
Full Time/Part Time:Full time
FLSA Exempt/Non-Exempt:Exempt
Facility
Location:
Job Location City:AUSTIN
Job Location Address:4601 W GUADALUPE ST
Other Locations:None
MOS Codes: ,,,,8870,11A,11Z,14FX,165X,171X,35PX,37A,37F,3N0X6,46A,612X,632X
641X,70A,70D,70E,712X,732X,INF,IS,SEI
13,SEI
15,YN,YNS
This position is open to U.S. Citizens and permanent residents.
This onsite role requires the selected candidate to work from an HHS office in Austin, Texas.
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.
ESSENTIAL JOB FUNCTIONS
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. (25%)
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. (25%)
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. (20%)
Develops and monitors product adoption and customer experience metrics, including usage trends, support…
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