The Data Quality & Service Design Specialist ensures the agency case management system delivers accurate, reliable, audit‑ready data while also advancing human‑centered service design across programs. This role blends analytical precision with customer‑experience insight—improving data integrity, redesigning workflows, and strengthening the usability and effectiveness of digital and in‑person services. Key responsibilities include data validation and accuracy checks across programs, audit readiness through documentation, controls, and quality reviews, customer journey mapping to identify pain points and opportunities, workflow redesign to improve efficiency and reduce friction, user feedback to understand staff and customer needs and service blueprinting to align front‑stage and back‑stage operations.
Continuous improvement using data insights, design feedback and cross‑program collaboration to ensure consistency and integrated service delivery is required.
The agency is in the process of introducing new systems, products, and applications that will be replacing the outdated MOSES case management system and associated systems. Knowledge of software as service (SaaS) and associated skills will be needed for the transition. This specialist should possess a spectrum of systems analysis skills, including collecting information from systems users, analyzing business requirements and committing the analysis to written specifications and test plans, and testing and documenting systems.
It is preferred that this position must be familiar with workforce development programs. There will be a need to interpret federal and state regulations and develop workflows for system changes to meet federal and state program and reporting requirements.
DUTIES:
1. Conduct data validation reviews to ensure accuracy, completeness, and consistency across program records.
2. Monitor data integrity by identifying errors, trends, and anomalies that may impact reporting or compliance.
3. Develop data quality standards and ensure they are applied consistently across programs and staff.
4. Collaborate with reporting teams to ensure dashboards and performance reports reflect accurate, validated data.
5. Support corrective actions by identifying root causes of data issues and recommending solutions.
6. Provide staff coaching on data entry, documentation, and quality expectations.
7. Map customer journeys to understand staff and customer experiences across programs.
8. Use research through interviews, observations, and feedback to identify pain points.
9. Create service blueprints that align front‑stage interactions with back‑stage processes and system workflows.
10. Redesign workflows to improve efficiency, reduce friction, and support seamless service delivery.
11. Prototype and test improvements with staff and customers before full implementation.
12. Ensure accessibility and usability across digital and in‑person service channels.
13. Document service standards that support consistent, high‑quality customer experiences.
14. Collaborate with configuration specialists to ensure workflows and forms reflect accurate data rules and service design principles.
15. Test new releases to confirm data fields, validations, and workflows function as intended.
16. Identify system enhancements based on data quality findings and user experience insights.
17. Support cross‑program alignment by ensuring workflows and data rules work consistently across federal and partner programs.
18. Partner with program leaders to ensure service design aligns with policy and operational needs.
19. Work with training teams to develop job aids, guidance, and curriculum related to data quality and workflow use.
20. Coordinate with IT and vendor teams to resolve issues and implement improvements.
21. Facilitate feedback loops between staff, leadership, and system teams to support continuous improvement.
22. Analyze trends in data errors, workflow bottlenecks, and customer experience issues.
23. Recommend operational improvements based on data and design insights.
24. Monitor impact of implemented changes to ensure they improve quality and experience.
25. Support innovation initiatives by contributing data‑driven and human‑centered perspectives.
26. Exercise sound judgment, especially in the area of maintaining confidentiality.
27. Work both independently and in a team environment, to deal with constant change, and to participate in continual process improvement.
28. Technical proficiency with CRM systems, analytics platforms, digital collaboration tools like or similar to MS Office, SharePoint, and Teams.
29. Support the operation of the Office of Workforce Innovation and MassHire Innovation Project as requested.
30. Other duties as assigned.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Explore our Employee Benefits and Rewards!
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
