Client Experience (CX) Analyst

In Allegheny County, we appreciate people who think big, act boldly, and care about making a difference. You don’t have to be from here to feel at home, or to make your mark. With only 1.3 million people in the County, it’s small enough for motivated people to get things done. Allegheny County’s Department of Human Services (DHS) is a perfect place to get things done that directly affect people in need in a positive and lasting way.

Overview

DHS, located in downtown Pittsburgh, serves over 200,000 children, youth and adults each year—providing programs that help people in crisis (like homelessness or mental illness), help older people live independently, and help families stay together. We’re nationally known for our focus on preventing harm and effectiveness in responding to crises; and for the way we use data and technology to make our programs better and save money.

Mostly, we want to be known for putting our clients (children, youth, adults) at the center of what we do. That is why DHS is seeking a Client Experience (CX) Analyst—to focus on how to put clients first so that they get the help they need, when they need it. The CX Analyst will be responsible for building the data and technology infrastructure to understand and report the client’s perspective throughout all phases of business initiatives, ensuring the client is at the center of the organization’s most critical business decisions. Leveraging analytical tools such as Qualtrics, Tableau, SQL, and SMS text messaging platforms, the Analyst will create automated processes to collect, analyze, and report data pertaining to the client’s experience and stated preference.

CX Analyst Salary Range Varies Upon Technical Experience
Analyst 1 Level $68k to $74k
Analyst 2 Level $79k to $84k
Analyst 3 Level $90k to $99k

The ideal candidate will have experience analyzing quantitative and qualitative data from a variety of sources to drive business outcomes. The individual will be an outstanding communicator with the ability to persuade stakeholders at all levels of a large organization.

Level 1 Candidates

Candidates at this level should have:

• Demonstrated experience in analyzing both quantitative and qualitative data to inform organizational decision-making and improve customer service.
• Strong communication and facilitation skills, with the ability to engage effectively across all organizational levels.
• Ability to work both independently and collaboratively, with excellent attention to detail and organizational skills.
• Passionate about leveraging data to improve lives and committed to fostering equity and inclusion in all aspects of work.
• Expert proficiency in Microsoft Office applications, particularly Excel and PowerPoint
• Experience in programming and analytics tools (e.g., SQL, R, Python, Tableau)

Level 2 Candidates

In addition to the qualifications above, Level 2 candidates should have:

• Understanding of causal inference and experimental research methods, including designing and analyzing A/B tests and other controlled experiments.
• Experience with survey programming tools like Qualtrics, with the ability to design complex surveys, automate workflows, and leverage advanced features such as embedded data and logic.
• At least two years of experience using programming and analytics tools (e.g., SQL, R, Python, Tableau)

Level 3 Candidates

In addition to the qualifications above, Level 3 candidates should have:

• At least three years of experience developing scalable tools and processes for collecting, analyzing, and reporting CX data
• Hands-on experience using causal inference and experimental research methods
• Experience using APIs for data integration
• Proficiency using Natural Language Processing (NLP) techniques and/or experience working with technology vendors to analyze and report insights from unstructured data.
• Experience using speech analytics tools to assess client experience in call centers, including sentiment analysis, keyword detection, call transcription, and trend identification to measure service quality and agent performance.

Education/Experience Requirements:

Master’s degree from an accredited college/university in public policy or a quantitative field and experience with data visualization also preferred.

-OR-

Bachelor’s degree from an accredited college/university in a related field, plus 2 years of previous relevant experience.

-OR-

Any equivalent combination of education and experience which provides the required knowledge, skills and abilities.

Certificates, Licenses, Registrations

Act 33 and 34 clearances.

About Allegheny County Department of Human Services (DHS)

In Allegheny County, we appreciate people who think big, act boldly, and care about making a difference. You don’t have to be from here to feel at home, or to make your mark. With only 1.3 million people in the County, it’s small enough for motivated people to get things done. Allegheny County’s Department of Human Services (DHS) is a perfect place to get things done that directly affect people in need in a positive and lasting way. We help children grow up safer and healthier, older

 adults remain able to live independently, and neighborhoods to thrive. Our mission is to improve the health and well-being of people in Allegheny County.

Why DHS?

·       It is innovative. Most recently, the national attention and awards we’ve gotten are for how DHS integrates data and uses them to improve the safety and well-being of children through tools that support front-line staff in making decisions (using predictive analytics).

·       DHS is diverse, but we strive to be even more inclusive. Our director has made it her top priority that DHS is “the kind of place where a diverse group of talented people want to come, grow, and do their best work.” This includes equity in hiring and advancement, as well as in unleashing the creativity and ideas of staff at every level of DHS.

·        It has strong, assertive leaders. We do not hire yes-people.

You can make a big impact here. We stand out as one of the best human services organizations in the country. But we need problem-solvers, innovators, and terrific leaders to make sure we are smart in how we use our funding so that we reach the people who most need our help to make their lives better. 

 DHS strives to be the kind of place where a diverse mix of talented people want to come to grow and do their best work.

Salary : $68,000 - $74,000