Washington State ESD
Customer Experience Analyst – Management Analyst 5
Washington State ESD, Seattle, Washington, us, 98127
Overview
Are you passionate about improving customer and team member experiences through strategic innovation and data-driven decision making? Do you enjoy leading complex, high-impact projects and collaborating across an organization to improve systems, processes, and both customer and team-member satisfaction? If so, the role of Customer Experience Analyst – Management Analyst 5 may be the ideal opportunity for you. This recruitment will remain open until filled. Applicants who apply on or before Sunday, October 5, at 11:59 PST will get first consideration. The hiring manager reserves the right to make a hiring decision at any time during the recruitment process. The Opportunity
We are looking for a strategic and collaborative Customer Experience Analyst to lead enterprise-wide initiatives that improve customer satisfaction, employee engagement, and operational excellence. This high-impact role will drive data-informed decisions and coach teams in fostering a culture of continuous improvement. Responsibilities
Leading and overseeing complex projects involving agency-wide enterprise initiatives to improve customer satisfaction, employee engagement, business systems, leadership capabilities, and business processes. Performing data gathering and root cause analysis and providing expert-level consultation and advice to agency leadership to identify, address, and resolve complex customer service issues. Providing expert-level support for large, multi-dimensional, high-visibility business and technology projects involving significant scope and impact to the agency, its members, employers and stakeholders. Designing and delivering comprehensive agency-wide continuous improvement training for team members focused on promoting and sustaining a culture centered on customer satisfaction and continuous improvement. Building and advancing a Customer Experience Improvement Plan in alignment with YourWashington, established within the Office of the Governor. Serving on the agency team that fulfills reporting requirements for Your Washington. Facilitating interdepartmental collaboration and performance management activities, using human-centered design and data insights to enhance service delivery. Qualifications
Proven leadership, facilitation and oversight in conducting research and analyzing qualitative and quantitative data, policies, laws, rules and regulations; and preparing detailed and professional reports on research and findings and presenting actionable recommendations. The experience above is typically gained through at least five (5) years of professional experience. A Bachelor's degree (or higher) in Business Administration, Public Administration, Marketing, Communications, or closely allied field may substitute, year-for-year, for up to four (4) years of experience. Proven experience with Person-Centered design principles, Customer Experience (CX), User Experience (UX), or Lean, continuous improvement, change management, process improvement principles and methodologies (typically at least three (3) years). Proven experience managing change, facilitating, leading teams, training, coaching and mentoring others. Proven experience developing technical business requirements. Familiarity with the system development lifecycle and a working knowledge of project management principles and best practices. Demonstrated proficiency in the following competency areas: Customer Focus; Communication; Analysis; Facilitating Others; Researching and Gathering Information; Planning. Commitment to Diversity
Recognizes the value of diversity. Helps create an environment that embraces and supports diversity, equity, and inclusion. How to Apply
Interested applicants who meet the qualifications and competencies are encouraged to apply. To be considered for this position, please attach the following to your online application: cover letter describing how your knowledge, skills and abilities align with the job duties and qualifications; a chronological resume outlining your experience to date; complete all sections of the online application and answer all supplemental questions. Application fields that say see resume/attachment will not be considered. References, Background Checks, and Work Authorization
If you are the preferred candidate, a professional reference from your current or most recent supervisor will be required. If you are a current or recent state employee, your personnel file will be reviewed as part of the selection process. A job offer is contingent upon completion of a background check that includes a criminal record review. Candidates offered a job must possess work authorization that does not require sponsorship for a visa now or in the future. The selected candidate must provide proof of identity and eligibility to work in the United States on the first day of employment. This employer does not use E-Verify and is not eligible to extend STEM-Optional Practice Training (OPT). Why Work for DRS?
At DRS, we are one team. We administer eight public retirement systems, 15 retirement plans, and the Deferred Compensation Program, serving over 930,000 current and former public employees. Our customers include fire fighters, teachers and school employees, state and local government employees, and public safety and law enforcement officers. We are dedicated to ensuring our members have the information, tools, expertise and services they need to receive the retirement benefits earned while in public service. We foster a diverse and inclusive environment where team members are supported in meeting and exceeding our customers’ expectations. DRS offers a generous benefits package including membership in the Public Employees Retirement System and health, dental and vision coverage. You may also be eligible for student loan forgiveness. Other perks include flexible work schedules, an Infant(s) at Work Program, tuition reimbursement, opportunities for professional growth, access to LinkedIn Learning, safety and wellness initiatives, community involvement, a Commute Trip Reduction Program, and free parking with EV chargers available. Equal Opportunity
The Washington State Department of Retirement Systems is an equal opportunity employer supporting diversity, equity and inclusion. We do not discriminate on the basis of age, sex, marital status, sexual orientation, gender identity, race, creed, color, national origin, veteran or military status, or disability. If you need assistance with the online application or have questions regarding the recruitment, please contact Human Resources at the listed address. Persons of disability needing assistance in the application process or an alternate format may contact the Human Resources Office. Come join the DRS team!
#J-18808-Ljbffr
Are you passionate about improving customer and team member experiences through strategic innovation and data-driven decision making? Do you enjoy leading complex, high-impact projects and collaborating across an organization to improve systems, processes, and both customer and team-member satisfaction? If so, the role of Customer Experience Analyst – Management Analyst 5 may be the ideal opportunity for you. This recruitment will remain open until filled. Applicants who apply on or before Sunday, October 5, at 11:59 PST will get first consideration. The hiring manager reserves the right to make a hiring decision at any time during the recruitment process. The Opportunity
We are looking for a strategic and collaborative Customer Experience Analyst to lead enterprise-wide initiatives that improve customer satisfaction, employee engagement, and operational excellence. This high-impact role will drive data-informed decisions and coach teams in fostering a culture of continuous improvement. Responsibilities
Leading and overseeing complex projects involving agency-wide enterprise initiatives to improve customer satisfaction, employee engagement, business systems, leadership capabilities, and business processes. Performing data gathering and root cause analysis and providing expert-level consultation and advice to agency leadership to identify, address, and resolve complex customer service issues. Providing expert-level support for large, multi-dimensional, high-visibility business and technology projects involving significant scope and impact to the agency, its members, employers and stakeholders. Designing and delivering comprehensive agency-wide continuous improvement training for team members focused on promoting and sustaining a culture centered on customer satisfaction and continuous improvement. Building and advancing a Customer Experience Improvement Plan in alignment with YourWashington, established within the Office of the Governor. Serving on the agency team that fulfills reporting requirements for Your Washington. Facilitating interdepartmental collaboration and performance management activities, using human-centered design and data insights to enhance service delivery. Qualifications
Proven leadership, facilitation and oversight in conducting research and analyzing qualitative and quantitative data, policies, laws, rules and regulations; and preparing detailed and professional reports on research and findings and presenting actionable recommendations. The experience above is typically gained through at least five (5) years of professional experience. A Bachelor's degree (or higher) in Business Administration, Public Administration, Marketing, Communications, or closely allied field may substitute, year-for-year, for up to four (4) years of experience. Proven experience with Person-Centered design principles, Customer Experience (CX), User Experience (UX), or Lean, continuous improvement, change management, process improvement principles and methodologies (typically at least three (3) years). Proven experience managing change, facilitating, leading teams, training, coaching and mentoring others. Proven experience developing technical business requirements. Familiarity with the system development lifecycle and a working knowledge of project management principles and best practices. Demonstrated proficiency in the following competency areas: Customer Focus; Communication; Analysis; Facilitating Others; Researching and Gathering Information; Planning. Commitment to Diversity
Recognizes the value of diversity. Helps create an environment that embraces and supports diversity, equity, and inclusion. How to Apply
Interested applicants who meet the qualifications and competencies are encouraged to apply. To be considered for this position, please attach the following to your online application: cover letter describing how your knowledge, skills and abilities align with the job duties and qualifications; a chronological resume outlining your experience to date; complete all sections of the online application and answer all supplemental questions. Application fields that say see resume/attachment will not be considered. References, Background Checks, and Work Authorization
If you are the preferred candidate, a professional reference from your current or most recent supervisor will be required. If you are a current or recent state employee, your personnel file will be reviewed as part of the selection process. A job offer is contingent upon completion of a background check that includes a criminal record review. Candidates offered a job must possess work authorization that does not require sponsorship for a visa now or in the future. The selected candidate must provide proof of identity and eligibility to work in the United States on the first day of employment. This employer does not use E-Verify and is not eligible to extend STEM-Optional Practice Training (OPT). Why Work for DRS?
At DRS, we are one team. We administer eight public retirement systems, 15 retirement plans, and the Deferred Compensation Program, serving over 930,000 current and former public employees. Our customers include fire fighters, teachers and school employees, state and local government employees, and public safety and law enforcement officers. We are dedicated to ensuring our members have the information, tools, expertise and services they need to receive the retirement benefits earned while in public service. We foster a diverse and inclusive environment where team members are supported in meeting and exceeding our customers’ expectations. DRS offers a generous benefits package including membership in the Public Employees Retirement System and health, dental and vision coverage. You may also be eligible for student loan forgiveness. Other perks include flexible work schedules, an Infant(s) at Work Program, tuition reimbursement, opportunities for professional growth, access to LinkedIn Learning, safety and wellness initiatives, community involvement, a Commute Trip Reduction Program, and free parking with EV chargers available. Equal Opportunity
The Washington State Department of Retirement Systems is an equal opportunity employer supporting diversity, equity and inclusion. We do not discriminate on the basis of age, sex, marital status, sexual orientation, gender identity, race, creed, color, national origin, veteran or military status, or disability. If you need assistance with the online application or have questions regarding the recruitment, please contact Human Resources at the listed address. Persons of disability needing assistance in the application process or an alternate format may contact the Human Resources Office. Come join the DRS team!
#J-18808-Ljbffr