Job Description
JOB The mission of the Colorado Department of Revenue (CDOR) is to become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive. We are driven by our values of service, teamwork, accountability, integrity, and respect. The vision of the department is to empower businesses and individuals through quality customer service, innovation, and collaboration. We celebrate diversity and support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work. For more exciting information about the Department of Revenue, please enjoy this brief video!Helpful tips for applying: Applying for a Job with the State of Colorado.What Happens After You Apply. EXAMPLE OF DUTIES The Division of Motor Vehicles (DMV) provides services used by nearly every resident of the State. Colorado residents utilize identification, driver, and vehicle services at State and County offices to obtain identification cards, driver licenses, vehicle registrations, titles, and other related services. Additionally, the DMV licenses and provides oversight of private businesses and government organizations that provide driver and emission testing services. Finally, the division works closely with other state agencies and programs to provide information and education to serve the public and encourage voluntary compliance.The office of the Chief Customer Experience Officer in the Support Services unit of the Division of Motor Vehicles (DMV) operates primarily within the DMV Administration section. While the front-facing offices handle driver's licenses and vehicle registrations, the CCXO acts as the voice of the customer for the division, ensuring that DMV Services meet customer expectations. The primary purpose of this Digital Experience Specialist position is to support the design and direct the implementation of customer experience efforts. and manage DMV's eservices ecosystem. As a pacesetter with a unique level of technical expertise critical to the agency's success, this role's authority directly influences management decisions both within and beyond the agency. This position designs mission-critical strategy, systems, and processes that directly impact the agency's broad program policies and serves as a model or statewide system for other areas of state government.As a Knowledge Manager, the Digital Experience Specialist serves as the primary architect and guardian of an organization's "intellectual capital." The purpose is to ensure that the collective experience, data, and insights of a company are not just stored, but are actively captured, organized, and shared so that the right people have the right information at the exact moment they need it. This position also serves as a Staff Authority on Knowledge Management (KM), holding unique technical expertise essential to the DMV's mission. Formulates and decrees KM governance, policy, and strategy where guidelines currently do not exist.The Digital Experience Specialist designs the comprehensive information architecture and taxonomy standards that dictate how the agency captures and utilizes intellectual capital. Acts as the designer of a statewide system whose technical guidance is sought by managers and peers in other state government departments. Agency management routinely relies on the essential consultation of this authority before deciding broad, critical program and policy direction. This consultation is accepted as fact and not refuted on its technical merit. Evaluates inadequate existing communication flows to tailor a new, unified content strategy, establishing precedents that influence external state agencies' approaches to digital compliance and user experience.Knowledge Manager duties include: Strategy & Governance: Develop and execute division-wide Knowledge Management (KM) strategy aligned with DMV's strategic goals and operational needs. Content Management and Information Architecture: Design and manage the information architecture (e.g., taxonomies, metadata, search structures) to ensure intuitive navigation and discoverability of content.Technology and Systems: Manage the selection, deployment, and optimization of KM tools and platforms (e.g., SharePoint, CRM, or other specialized KM software).Training and Change Management: Design and deliver training programs for DMV employees on KM principles, content creation, knowledge sharing, and effective use of KM systems.The Digital Experience Specialist will also be a Digital Feedback Analyst, which is a specialized data professional who focuses on the "Voice of the Customer" (VoC) within digital channels. While a general data analyst might look at what users are doing (clicks, bounce rates), a Feedback Analyst focuses on why they are doing it by analyzing direct and indirect sentiment. Their primary goal is to turn unstructured human feedback into stru