King County Metro
Summary
King County Department of Information Technology (KCIT) is seeking a Senior Customer Experience (CX) Analyst to lead the analysis and optimization of customer journeys across our products and services. This role is critical in transforming customer feedback, behavioral data, and operational metrics into actionable insights that drive strategic decisions and improve the overall customer experience.
Eligibility : This position is open to internal King County employees and eligible Priority Placement participants only.
Responsibilities
Analyze customer feedback (e.g., NPS, CSAT, CES), behavioral data, and support interactions to identify trends, root causes, and improvement opportunities.
Research, study, and analyze a variety of systems to determine deficiencies; identify and recommend solutions, improvement, and alignment with best practices.
Develop and maintain dashboards and reports that track key CX metrics and KPIs.
Lead voice‑of‑the‑customer (VoC) programs and synthesize insights from surveys, reviews, and social listening tools.
Present findings and recommendations to senior leadership and stakeholders in a clear, compelling manner.
Plan and perform assessment surveys, develop reports, and make presentations to diverse audiences.
Identify and support development of measurement tools and indicators; collect, analyze and evaluate data to determine inefficiencies or weaknesses; provide recommendations for corrective measures.
Design performance feedback systems and visual management tools to assess the resolution of process deficiencies.
Implement or assist in implementing identified solutions; work with vendors and other external resources where required to ensure successful resolution.
Other duties as assigned.
Experience, Qualifications, Knowledge, Skills
5+ years of experience in customer experience, business intelligence, or data analytics roles.
Experience with CX platforms (e.g., Medallia, Qualtrics, Zendesk, Salesforce).
Knowledge of analysis, design, and development of a variety of business systems.
Knowledge of performance auditing and quality assurance management concepts and tools.
Knowledge of process improvement methods.
Knowledge of group dynamics and change management.
Skilled in leading process improvements.
Skilled as a leader, and facilitator.
Skilled in analyzing information, resolving complex challenges, and making recommendations based on analysis.
Skilled in analytical thinking and collaborative problem solving.
Skilled in communication, including preparing clear, concise reports and making presentations to diverse audiences.
Skilled in building consensus and coming to a resolution among a diverse group of individuals with differing viewpoints.
Skilled in customer service.
Skilled in using current office software programs including word processing, spreadsheet, database, presentation, and email.
Strong attention to detail.
Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, and is easily coachable.
Desired Qualifications
Experience as a mentor and coach.
Knowledge of Equity and Social Justice principles.
Hybrid Work The work associated with this position will be performed through a combination of onsite work and telecommuting. Employees must reside in Washington state and be within a reasonable distance to their King County worksite.
Benefits
Excellent medical, dental, and vision coverage options.
Life and disability insurance.
Retirement: pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred‑compensation plan.
Transportation program and ORCA transit pass.
12 paid holidays each year plus two personal holidays.
Generous vacation and paid sick leave.
Paid parental, family, and medical, and volunteer leaves.
Flexible Spending Account.
Wellness programs.
Onsite activity centers.
Employee Giving Program.
Employee assistance programs.
Flexible schedules and telecommuting options, depending on position.
Training and career development programs.
Equal Employment Opportunity (EEO) Statement 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.
Application Information Complete a King County Application, resume, and cover letter. Applications submitted without all required materials will not be considered. If you have questions regarding this recruitment, please contact Shannon Hoeper at shoeper@kingcounty.gov or 206‑263‑6957.
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Eligibility : This position is open to internal King County employees and eligible Priority Placement participants only.
Responsibilities
Analyze customer feedback (e.g., NPS, CSAT, CES), behavioral data, and support interactions to identify trends, root causes, and improvement opportunities.
Research, study, and analyze a variety of systems to determine deficiencies; identify and recommend solutions, improvement, and alignment with best practices.
Develop and maintain dashboards and reports that track key CX metrics and KPIs.
Lead voice‑of‑the‑customer (VoC) programs and synthesize insights from surveys, reviews, and social listening tools.
Present findings and recommendations to senior leadership and stakeholders in a clear, compelling manner.
Plan and perform assessment surveys, develop reports, and make presentations to diverse audiences.
Identify and support development of measurement tools and indicators; collect, analyze and evaluate data to determine inefficiencies or weaknesses; provide recommendations for corrective measures.
Design performance feedback systems and visual management tools to assess the resolution of process deficiencies.
Implement or assist in implementing identified solutions; work with vendors and other external resources where required to ensure successful resolution.
Other duties as assigned.
Experience, Qualifications, Knowledge, Skills
5+ years of experience in customer experience, business intelligence, or data analytics roles.
Experience with CX platforms (e.g., Medallia, Qualtrics, Zendesk, Salesforce).
Knowledge of analysis, design, and development of a variety of business systems.
Knowledge of performance auditing and quality assurance management concepts and tools.
Knowledge of process improvement methods.
Knowledge of group dynamics and change management.
Skilled in leading process improvements.
Skilled as a leader, and facilitator.
Skilled in analyzing information, resolving complex challenges, and making recommendations based on analysis.
Skilled in analytical thinking and collaborative problem solving.
Skilled in communication, including preparing clear, concise reports and making presentations to diverse audiences.
Skilled in building consensus and coming to a resolution among a diverse group of individuals with differing viewpoints.
Skilled in customer service.
Skilled in using current office software programs including word processing, spreadsheet, database, presentation, and email.
Strong attention to detail.
Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, and is easily coachable.
Desired Qualifications
Experience as a mentor and coach.
Knowledge of Equity and Social Justice principles.
Hybrid Work The work associated with this position will be performed through a combination of onsite work and telecommuting. Employees must reside in Washington state and be within a reasonable distance to their King County worksite.
Benefits
Excellent medical, dental, and vision coverage options.
Life and disability insurance.
Retirement: pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred‑compensation plan.
Transportation program and ORCA transit pass.
12 paid holidays each year plus two personal holidays.
Generous vacation and paid sick leave.
Paid parental, family, and medical, and volunteer leaves.
Flexible Spending Account.
Wellness programs.
Onsite activity centers.
Employee Giving Program.
Employee assistance programs.
Flexible schedules and telecommuting options, depending on position.
Training and career development programs.
Equal Employment Opportunity (EEO) Statement 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.
Application Information Complete a King County Application, resume, and cover letter. Applications submitted without all required materials will not be considered. If you have questions regarding this recruitment, please contact Shannon Hoeper at shoeper@kingcounty.gov or 206‑263‑6957.
#J-18808-Ljbffr