King County

Analyze customer feedback and operational data to identify trends, develop reports, and recommend improvements to enhance customer experience. | Over 5 years of experience in customer experience or data analytics, familiarity with CX platforms, and skills in process improvement and reporting. | This position is open to Internal King County employees and eligible Priority Placement participants ONLY. Only current King County employees and eligible Priority Placement participants will be considered. 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. As a member of the CX team, you will collaborate cross-functionally with Product, Operations, and Customer Support to identify pain points, uncover opportunities, and influence improvements that enhance customer satisfaction, loyalty, and business outcomes. This role will be critical to the success of implementing a systematic approach to improving the way KCIT interacts with, and provides value to, its customers and employees. Listening to what our customers are saying, and acting on those insights will ultimately lead to increased customer and employee satisfaction. Embracing a culture of innovation, ownership & accountability will be key as we strive to infuse the customer experience mindset into every action taken. King County Department of Information Technology (KCIT) uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation. KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx Applying equity, racial, and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work. • 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 • 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 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. King County has a robust collection of tools and resources to support when working remotely. Classification: Business Systems Analyst-Senior - 7308300 Union: This position is represented by Protec17: Information Technology Work Schedule: The normal work week 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 FLSA Exempt and is not eligible for overtime pay. 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? Come join the team dedicated to serving one of the nation's best places to live, work and play. Guided by our "True North", 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. Are you ready to APPLY!? The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies. A completed King County Application, Resume and Cover Letter are required. Applications submitted without all material will not be considered. Questions: If you have questions regarding this recruitment, please contact Shannon Hoeper @shoeper@kingcounty.gov or 206-263-6957.

Provide strategic advice and support to the Deputy Director, lead cross-divisional projects, manage communications, and coordinate equity initiatives within the Housing and Community Development Division. | At least six years of relevant experience in housing, community development, or human services, strong project management and communication skills, ability to navigate complex programs and relationships, and proficiency in Microsoft systems. | Summary King County's Department of Community and Human Services (DCHS) provides equitable opportunities for people to be healthy, happy, and connected to community. The Housing and Community Development Division (HCD) has an exciting career service opportunity to join the team as a Senior Advisor to the Deputy Director, Project/Program Manager IV. We are looking for an experienced and organized leader to support our Deputy Director. This position will advise and support the HCD Deputy Director across their portfolio, supporting well-informed decision-making, supporting division members in report development, and collaborating with internal and external partners. This position will also offer strategic advice to the Deputy Director and lead cross-divisional and cross-departmental special projects. Job Duties To be considered minimally qualified, applicant must demonstrate a background that provides the knowledge, skills and ability to: • Advise and assist the Deputy Director in the resolution of policy and programmatic issues and, as necessary, represent the Deputy in meetings with other County departments, community-based organizations, and other partners. • Provide strategic advice to Deputy Director on complex matters. • Provide recommendations to Deputy Director on structure and content of regularly scheduled meetings including but not limited to management team and staff. • Apply an equity and social justice mindset to all aspects of the work in partnership with team members, other Division and DCHS staff, the HCD Equity, Inclusion and Belonging (EIB) team, and internal and external partners. • Draft communications for Deputy Director, with attention to detail, brevity, and political sensitivity. • Lead special projects across multiple sections, divisions, or departments, ensuring transparent communication and clear project timelines. • Support Division Contracting and Procurement processes, including adherence to the Housing Engagement Plan with County Council, DCHS Decision Team process, and alignment with Department contract management and monitoring policies and processes. • Work with Section Leads (e.g. Housing Stability, Major Initiatives, Housing Capital Investment, Community Capital Investment, and Policy, Planning and Special Projects) to facilitate efficient and well-informed decision-making by the Deputy Director for program and policy-related matters. This may include pre-meetings to clarify context and decision points, as well as drafting decision memoranda. • In collaboration with DCHS Government Relations team and project leads, offer structure, writing, editing, and framing assistance to HCD team members supporting report and other document development. Brief Deputy Director regularly on report status, flagging potential challenges early. • Create systems for and provide guidance to HCD team members on all items requiring Deputy Division Director signature. Facilitate timely decision making and signatures. • Track reporting, communications and all contract related projects in coordination with project leads. • Coordinate division’s equity and social justice initiatives and projects. • Other duties as assigned. Experience, Qualifications, Knowledge, Skills WE ARE LOOKING FOR CANDIDATES WHO HAVE: • At least six years of experience in affordable or supportive housing, community development, or homelessness/human services or any equivalent combination that provides the knowledge, skills, and abilities necessary to perform the job. • Recent demonstrated experience effectively navigating complex programs and relationships at a large (50+ employee) organization or government, with an emphasis on collaborative problem solving. • Excellent written communication and analytical skills, including experience drawing key insights from quantitative and qualitative data, crafting clear, compelling narratives, editing, and providing feedback on others’ work to achieve these goals. • Demonstrated and applied knowledge of integrating equity and social justice into housing, homelessness/human service, or community development programs or policies. • Demonstrated experience managing complex projects. • Extensive background and knowledge of affordable housing and community development programs and policies, including capital, services, and planning issues. • Proven ability to work collaboratively on sensitive issues where parties may not agree. Ability to facilitate decision-making processes, identify and resolve tensions and conflicts, and elevate unresolved issues to leadership. • Excellent project management skills, including the ability to track multiple projects and deadlines, and gather project status information from senior leadership in an efficient and professional manner. • Must be proficient in Microsoft systems and demonstrate the ability to learn and utilize new software. DESIRED QUALIFICATIONS: • Knowledge of housing and community development landscape in King County. • Experience working in the public sector. • Experience working with legislative processes. • Project management experience. • Experience facilitating meetings. • Experience supervising staff. • Experience supporting leadership. ADDITIONAL POSITION INFORMATION: • This position has been designated Non-Mission Critical. Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency. • The work associated with this position will be performed or conducted through a combination of teleworking and onsite work and meetings. This position is expected in the office one (1) day a week. The frequency of onsite work may vary based on business or operational needs and be adjusted accordingly. The primary onsite location is Chinook, 401 5th Ave, Seattle, WA 98104. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours. • This position is exempt from the provisions of the Fair Labor Standards Act and is not eligible for overtime. Typical hours are Monday - Friday, 8am - 5pm. • This position is represented by PROTEC17 (C23). • Classification: Project/Program Manager IV WHO MAY APPLY: This position is open to all qualified candidates that meet the minimum qualifications. First round interviews for this selection process will take place on or around October 20, 2025. Candidates who wish to be considered for this position must submit an online King County application and cover letter. Your cover letter should describe how you meet or exceed qualifications for the position, including experience in: • affordable and supportive housing, community development, or homelessness/human services • integrating equity and social justice into housing, homelessness/human service, or community development programs or policies, and • navigating complex programs and relationships at a large (50+ employee) organization or government. Your application may be rejected as incomplete if you do not include the requested and relevant information in the online application and supplemental questionnaire. Applications and/or supplemental questionnaires that state, "see my resume" are considered incomplete and will not be considered to be competitive. If you have any questions, please contact Phitsamai Xaxouthep, phxaxouthep@kingcounty.gov. 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? Come join the team dedicated to serving one of the nation's best places to live, work and play. Guided by our "True North", 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.

Provide project management support for gun violence prevention initiatives including contract management, event coordination, data evaluation, and partner collaboration. | Requires 2+ years relevant experience or equivalent, knowledge of gun violence prevention and public health approaches, strong organizational and project management skills, and proficiency with Microsoft Office and collaboration tools. | Summary The Health Sciences division of Public Health is dedicated to improving the health and well-being of residents through innovative, evidence-based programs and services. The Regional Office of Gun Violence Prevention (ROGVP) is housed within the division and takes a public health approach to addressing gun violence in King County. The ROGVP team collaborates with community leaders, local and state agencies, and national subject experts to coordinate and align community violence prevention and intervention efforts, partner across systems, and build capacity to sustain lasting community-led and evidenced-backed solutions to end gun violence. The ROGVP team supports two key initiatives: 1) Regional Peacekeepers Collective (RPKC) comprised of a coalition of community-based organizations serving South King County and 2) the Hospital-Based & Community-Linked Intervention. These initiatives are part of nationally recognized Community Violence Intervention (CVI) best practices, and provide a suite of services within an intervention, prevention, and restoration framework to elevate CVI as a core pillar of holistic public safety and gun violence reduction. ROGVP is a member of the National Offices of Violence Prevention Network (NOVPN). This position provides critical project management support across a broad spectrum of ROGVP activities and initiatives, including work with a variety of external community and government partners, contract management, conference and event planning and coordination, and support for evaluation, trainings, and partner capacity building. Temporary opportunity. Term-Limited Temporary positions are "at-will" positions but are eligible for benefits. This TLT is currently anticipated to last 24-MONTHS or more. However, funding sources for this work remain uncertain and dependent upon decisions actively being made at both the federal and local levels. As a result, the end date of this position may be adjusted based on those decisions. The County and the Department continue to work to secure long term funding sources. This vacancy can also be filled as a Special Duty opportunity. For Special Duty Assignment interest, you must be a Career Service, Career Service Exempt or other regular (non-temporary) employee in King County who has completed their initial County probation. You must have supervisor approval prior to taking a Special Duty Assignment. Commitment To Equity and Social Justice Named after Dr. Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures. The county government has a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all – in our workplaces and our communities. With this commitment, King County has adopted a pro-equity agenda to advance regional change and ensure that residents from all communities are incorporated into our emergency planning and public outreach efforts. We recognize that structural racism consists of principles and practices that cause and justify an inequitable distribution of rights, opportunities, and experiences across racial groups. Since declaring Racism is a Public Health Crisis in June 2020, King County and Public Health committed to being intentionally anti-racist and accountable to Black, Indigenous and People of Color communities. To learn more, please visit http://www.kingcounty.gov/elected/executive/equity-social-justice.aspx Work Schedule This position typically works 8 hours per day, Monday through Friday, 40 hours per week anytime between 8 am and 5 pm. This position is subject to the Fair Labor Standards Act and is overtime eligible. Work Location The work associated with this position will be performed through a combination of remote and onsite work. The successful candidate may be expected to report to the office for onsite work typically 1 time per week The frequency of onsite work may vary based on business or operational needs and be adjusted accordingly. The primary onsite location is Chinook Building - 401 5th Ave Seattle, WA 98104. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours. Job Duties Community Partnerships and Contract Management: • Develop and monitor both fiscal and programmatic elements of approximately 3-5 contracts with hospital and community-based partners to ensure smooth execution and alignment with program goals. • Provide support with Requests for Proposals, contract scopes of work, invoice review, contract monitoring, and reporting. • Coordinate internal and external meetings: prepare agendas, collect and/or create meeting documents, manage meeting logistics, and take meeting notes. Assign, track, and follow up on action items. • Provide performance measurement and evaluation support by co-developing, implementing, and maintaining systems for storing, reviewing, and tracking data, including troubleshooting issues or questions with reports received from contracted RPKC providers. • Serve as lead contact for ROGVP contracted community and hospital-based intervention partners • Serve as lead project manager on all ROGVP grant applications, from initial planning to final submission. Coordinating events, meetings, and trainings: • Support Community Violence Intervention (CVI) program implementation and provide contract and partner management for Regional Peacekeepers Collective (RPKC) and CVI Academy. • Co-facilitate meetings, manage communication with local and national partners, coordinate trainings, and collaborate with community partners to plan and deliver CVI focused events. • Collaborate with key partners and external contractor(s) on the annual Together We End Gun Violence events. • Manage logistics and planning for safe storage lockbox giveaways in the community, including events related to National Gun Violence Awareness, Suicide and Mental Health Awareness Day/Week/Month etc. • Work with partners to plan and deliver events and record data to support regular enterprise-level reporting on this strategic priority. • Provide support and serve as a back-up to ROGVP’s Community Engagement Specialist in planning and facilitating advisory group and community safety meetings. Experience, Qualifications, Knowledge, Skills Ideal Candidate: • Bachelor's Degree in any field AND two (2) years of relevant experience OR any equivalent combination of experience and education that provides the applicant with the skills, knowledge, and abilities required to perform this job. • Direct experience in the field of gun violence prevention, including work supporting implementation and promotion of Community Violence Intervention (CVI) models. • Knowledge of a public health approach to address gun violence. • Strong organizational and project management skills. • Ability to manage and prioritize multiple shifting priorities and work under deadlines while being flexible to changing needs. • Demonstrated experience providing project management support for multidisciplinary teams, including experience creating, adjusting, and monitoring workplans and timelines. • Demonstrated ability to work collaboratively and successfully with a diverse group of both internal and external partners, including contracted community- and hospital-based partners, law enforcement, criminal legal system representatives, and municipal leaders. • Demonstrated experience managing planning and logistics for large-scale conferences, meetings, and events. • Experience project managing grant proposal development with internal and external partners under tight timelines, ensuring the proposal meets the funder’s requirements and that all required components of the application are submitted. • Deep knowledge of equity and social justice principles and practices and understanding of the effects of place, race, and policy and systems-based inequities on communities and populations that have been marginalized and most directly impacted by gun violence. • Proficiency in Microsoft Outlook, Word, and Excel. - Proficiency using and supporting teams to effectively utilize SharePoint and Microsoft Teams. Desired Candidate: • Familiarity with grant making and contract development, including developing request for proposals (RFPs), scopes of work, budget development, contract management, and invoicing. • Experience navigating the impacts of gun/community violence, systemic inequities, or trauma—particularly in ways that inform a deep understanding of the root causes and potential solutions to gun violence. 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? Come join the team dedicated to serving one of the nation's best places to live, work and play. Guided by our "True North", 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. Who May Apply This full-time TLT/special duty position is open to all qualified applicants. Application Process The following items are required to be considered for this vacancy: • NeoGov Job Application (The responses on your job application should be thorough and complete and will be used in the screening process) • Supplemental Questions (The responses to the supplemental questions should be thorough and complete and will be used in the screening process) • Resume • Cover Letter/Letter of Interest Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted. Necessary Special Requirements • The selection process may include evaluation of application materials and supplemental questions, interviewing, and testing. You must completely fill out the application with your relevant education and work experience. • The selected candidate must be able to provide proof of Basic Life Support (BLS) / CPR ( if applicable). • The selected candidate must be able to pass a thorough background investigation, but findings may not necessarily disqualify an applicant for employment. (and Pre-employment Physical, if applicable). • For more information on our selection process, please refer to www.kingcounty.gov/depts/health/jobs/hiring. For tips on interviewing, please visit https://www.kingcounty.gov/~/media/audience/employees/learning-and-development/Interview_Tips.ashx?la=en. • Employees are required to protect the privacy and security of protected health information as defined in State and Federal Law. • Public Health relies on office automation (Microsoft Office) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work. • Employees are required to adhere to OSHA/WISHA guidelines including but not limited to completing their mandatory trainings on time and obtaining required immunizations. • Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions. • When Public Health responds to an emergency, and in accordance with relevant CBA language and/or KC policy and procedures, we may assign duties outside your regular job description. This may involve responding at any time, including nights and weekends, with possible deployment to locations other than the department. • If you need a disability accommodation in the application or testing process, please call the contact number listed on the job announcement. Union Membership Non Represented Contact For more information about the application process please contact Alexis Owens at Alowens@kingcounty.gov