King CountySeaTac 98148
Full Time

Utilize customer and employee insights to define and prioritize opportunities to improve customer experiences.

||10/02/2023||Customer Experienceanalyst||King County|| ||||https://www.governmentjobs.com/careers/kingcounty/jobs/4211159/customer-experience-cx-analyst">

Customer Experienceanalyst

King County
Full Time 855 S 192nd St #1000, SeaTac, WA 98148, United States Apply before 10/2/2023 11:59
Advertisement

Overview

We have an exciting opportunity for a Customer Experience (CX) Analyst to join our King County IT (KCIT) team. This dynamic individual will partner with the CX Delivery Manager on developing a systematic approach to improving the way KCIT interacts with, and provides value to, it’s partners and employees. By embracing a culture of innovation, ownership, accountability and partnership, this individual will be critical to the success of achieving a best-in-class customer experience in a thoughtful, effective way. 

King County Department of Information Technology (KCIT)
KCIT is providing the building blocks for many of the region's most critical services. As a business solutions partner, we collaborate with the 18 County departments to develop products and services to better serve the needs of our customers and our community. To learn more about KCIT, please visit our website:
 
As the first place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT was recognized for its vision, strategy, innovation, and collaboration. Previously earning top 10 digital county honors in the last eleven years from the Center for Digital Government, KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovative information technology.
 
Benefits
We offer a robust benefits package to support you and your family in a variety of ways. To learn more, please click on the benefits tab or  
 
Teleworking Requirement 
The work associated with this position will be performed through a combination of teleworking complemented with onsite work and meetings as needed. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.
 
Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours.
   
King County has a robust collection of to support working remotely. The individual selected for this opportunity will be joining an innovative and progressive team that is redefining how we work in this department's hybrid environment.  
 
Work Schedule
The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is not eligible for overtime pay.
 
Questions
If you have questions regarding this recruitment, please contact Shane Dickson at or 206-263-2454.

Job Duties

JOB DUTIES:

  • Partner in the design and implementation of a CX management framework for KCIT
  • Utilize customer and employee insights to define and prioritize opportunities to improve customer experiences
  • Monitor the activities of KCIT teams through various tools to ensure acceptable standards of customer service
  • Assist with evaluating, developing, and improving CX insights, communications, and tracking processes (including dashboards, and or scorecards), to ensure adherence to evolving standards and best practices
  • Assist with Business Process Modeling to create existing and future-state operational models, highlighting the opportunities for improvements and efficiencies 
  • Partner with KCIT teams and the CX Manager to construct customer journeys
  • Prepare reports, flow charts, organizational charts, graphs, and other documents summarizing findings and recommendations to present to stakeholders and teams
  • Other duties as assigned
50% of Time - Partner with the CX Delivery Manager to learn from other organizations with high scoring, effective customer service teams, and find ways to implement CX best practices within KCIT. Collaborate to develop a roadmap of programs and initiatives designed to achieve an unrivaled customer experience. Analyze customer experience data and identify opportunities to improve and execute on agreed to deliverables with an eye to exceeding our partners needs and desires. Train, coach, and mentor individuals and teams implementing and innovating to improve the customer experience.
 
25% of Time - Collaborate with the ITSM product team, specifically change and problem management, various product delivery teams, and customer stakeholders to identify and classify problems, investigate, and diagnose problems, and raise known and chronic errors that can produce a robust omni channel customer support experience.
 
25% of Time - Ensure customer experience data is made available and distributed to teams. Connect with partners to understand their business processes, workflows, and challenges to ensure we are capturing the complete Voice of the Customer (VoC).
Experience, Qualifications, Knowledge, Skills
  • Experience: Minimum of two 2 years demonstrated experience in the business analyst role related to process analysis, change management, or customer support
  • CX Strategies: Experienced in identifying improvement opportunities and developing innovative approaches to increase customer satisfaction and customer expectations 
  • Communication: Skilled in conveying insights and recommendations to stakeholders and leadership within KCIT and other King County Departments
  • Relationship-building: Demonstrated ability to build and maintain relationships with stakeholders and cross-functional team members
  • Project Management: Ability to handle multiple initiatives and priorities simultaneously, as well as facilitate discussions employing techniques that help group members discover and develop insights and remain engaged with the task
  • Data-driven: Demonstrated experience in collecting customer data from various sources (surveys, journey-mapping, VoC etc.) and converting it into insights to identify opportunities 
  • Analytical: Ability to analyze data and interpret customer experience information
  • Customer service: A background in customer service or experience in similar customer support role
  • Adaptable: Ability to support varying business lines collaboratively or independently
  • Support team: Skilled in training, mentoring, and supporting team members so they can provide services that exceed customer expectations
  • Performance Measurement: Skilled in defining key success metrics, performance goals, and key performance indicators for continuous improvement
DESIRED QUALIFICATIONS: 
  • Change Management certification, formal training or experience
  • Act as a mentor and coach 
  • Understanding of Equity and Social Justice principles
LICENSING, CERTIFICATION and OTHER REQUIREMENTS:   
  • A valid Washington State Driver’s License or out of state equivalent is required.
  • This recruitment may be used to fill additional vacancies
Supplemental Information

Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference?  dedicated to serving one of the nation's best places to live, work and play.
 
Guided by our , we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
 

King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
 
To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions, please contact the recruiter listed on this job announcement.
 
 Application Requirements  
A completed King County Application and Resume are required forconsideration. Applications submitted without all material will not be considered. 
   
The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies.
 
 Union Status: This position is not represented.
 (For internal use only: Classification: Business Analyst - 2811100)

Advertisement