King County

Compensation

Full Description

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.