Director, Digital Service Innovation
Current- Provides strategic and operational leadership for the planning, development, delivery, assessment and evaluation of the Library’s digital services strategy and innovation roadmap to ensure excellent customer service delivery to users both within Library facilities and across all digital service platforms. - Leads the research and proposal of all public facing technology delivered by RPL, and oversees the direction for all digital product and service innovation initiatives and projects and… Show more - Provides strategic and operational leadership for the planning, development, delivery, assessment and evaluation of the Library’s digital services strategy and innovation roadmap to ensure excellent customer service delivery to users both within Library facilities and across all digital service platforms. - Leads the research and proposal of all public facing technology delivered by RPL, and oversees the direction for all digital product and service innovation initiatives and projects and operational continuous improvement enhancements. Jeff plays a key role in shaping the product and service vision, user requirements, user experience, development of digital roadmaps, and the go-to-market planning and execution for all public facing technologies.- Member of the RPL Leadership Team and contributes at a strategic level to the development of library products and services and participates in the collective operational and planning decision of the organization. - Champion of insights-driven strategy, evidence-based decision making, and continuous innovation and leverages complex data to generate deep insights into the needs, motivations, passions, and challenges in the lives of RPL's customers by translating the information into strategies that elicit valuable and favorable customer outcomes. Show less