State of Washington Dept. of Retirement Systems - Tumwater, WA
posted 8 days ago
Full-time - Mid Level
Remote - Tumwater, WA
About the position
The Customer Experience Manager - Management Analyst 5 role is pivotal in enhancing the overall customer experience at the Department of Retirement Systems (DRS). This position involves leading the agency's customer experience program, facilitating focus groups, analyzing customer feedback, and providing actionable insights to the Executive Leadership Team. The role emphasizes a commitment to diversity, inclusion, and accessibility while striving to improve customer satisfaction through effective communication and strategic initiatives.
Responsibilities
- Plan, organize, lead, and facilitate customer focus groups and complex projects focused on improving customer experience.
- Collect and analyze data from customers and focus groups to identify key themes and insights.
- Report findings and actionable recommendations to agency leadership based on customer feedback.
- Improve outreach materials and conduct comprehensive customer feedback surveys.
- Provide expert-level advice and consultation across agency departments to resolve complex issues.
- Monitor and evaluate the effectiveness of changes implemented based on customer feedback.
Requirements
- Proven leadership and facilitation experience in planning and conducting customer focus groups.
- Experience in designing and administering targeted feedback surveys across multiple platforms.
- Ability to collect and analyze qualitative data from various sources to identify insights.
- Experience in preparing detailed reports and presenting actionable recommendations.
- A Bachelor's degree in Business Administration, Public Administration, Marketing, Communications, or a closely allied field may substitute for up to two years of experience.
Nice-to-haves
- Experience in customer experience management best practices.
- Familiarity with industry trends in customer service and engagement.
Benefits
- Flexible work schedules
- Free parking
- Commute Trip Reduction Program
- Infants at Work Program
- Tuition reimbursement
- Eligibility for Public Service Loan Forgiveness
- Opportunities for professional growth
- Subscription to LinkedIn Learning
- Commitment to team member safety and wellness
- Community involvement/charitable giving
