What are the responsibilities and job description for the Customer Experience Manager (Management Analyst 5) position at State of Washington Dept. of Enterprise Services?
Description
Customer Experience Manager
(Management Analyst 5)
Monday - Friday | 8:00 AM – 5:00 PM | Flexible/Hybrid
NOTE: The hiring authority reserves the right to offer the position at any time after the required posting period, and during the recruitment process. It is to the applicant's advantage to apply as early as possible. This position will operate in a hybrid work setting, with the requirement to come into the office as needed. Some evening and weekend work may be required depending on business demands. Additionally, this role requires travel between the agency’s locations, as well as to other state agency offices.
Who We Are:
The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.
About the Strategy & Engagement Division:
The Strategy & Engagement plays a crucial role in implementing overarching DES strategy. It also oversees our agency's strategic identity, shaping how we present ourselves to our employees, customers, and external partners, while investing in an engaged workforce through strategic initiatives and support.
Strategy & Engagement offers a comprehensive agency approach to minimize risks and maximize opportunities. The division streamlines program work and aligns strategy development with implementation. Its goal is to effectively engage audiences and ensure that customers and employees are aligned with the agency's mission, vision, values, and strategy.
About the Opportunity:
As the Customer Experience Manager, you will be responsible for creating and coordinating customer interactions with DES products and services. A Customer Service Manager looks at the whole customer experience, from initial awareness to post-purchase interactions, ensuring that systems, processes, and standards are aligned with agency best practices and customer needs. You will collaborate with divisional Customer Service and Experience resources to standardize and streamline customer interactions across the organization to help provide seamless access to our services. In this role, you will design and manage customer feedback and navigation systems, as well as develop and implement a strategy for outreach alignment with our key customers. Working closely with strategic communications partners, you will ensure that all outreach and education materials, and tools, are user-centered and effectively communicate key messages. You will collaborate both the agency-wide level and with individual divisions and business lines to ensure alignment with the agency’s overall approach.
Duties
Some of What You’ll Enjoy Doing Includes:
- Collaborating with executive-level business management in divisions to assess and determine customer needs.
- Coordinating and producing high-quality proposals and presentations.
- Documenting, evaluating, and prioritizing service requests by working closely with agency program managers and staff.
- Leading and facilitating outreach alignment efforts to ensure consistent approaches when responding to multiple, concurrent service requests.
- Providing business development support to facilitate customer interactions by agency customer service staff, including tactical planning and tracking.
- Determining key customer engagement strategies and developing mechanism for effective connection.
- Providing input and recommendations to management regarding customer offerings.
- Working with internal programs to analyze trends and refine service offerings.
- Developing and implementing a comprehensive customer feedback strategy to monitor usage data, identify improvement opportunities, and enhance retention.
- Creating a customer navigation strategy to provide valuable business solutions and access to services.
- Other duties as needed.
Qualifications
Required Qualifications:
- Nine (9) years of demonstrated experience in two or more of the following areas: conducting research, conducting business analysis and developing requirements, leading business projects, and managing business operations
OR
- A Bachelor’s degree in business administration, marketing, public administration, or a related field; AND
- Five (5) years of demonstrated experience in two or more of the following areas: conducting research, conducting business analysis and developing requirements, leading business projects, and managing business operations.
OR
- A Master’s degree in public administration, marketing, business administration; AND
- Three (3) years of demonstrated experience in two or more of the following areas: conducting research, analyzing policies, laws, rules, or regulations, conducting business analysis and developing requirements, leading business projects, managing business operations, and business policy development.
OR
- Any combination of relevant education and relevant experience totaling nine (9) years will be considered.
Preferred Qualifications:
- Ability to organize and facilitate complex projects and deal with multiple high priorities under deadline.
- Three or more years of experience including working at the management level with a variety of public and private agencies, organizations, and/or levels of government.
- Three or more years of coordination and consultation with a variety of public and private agencies, organizations, and/or levels of government and supervisory experience.
Diversity Equity and Inclusion (DEI) Competencies:
Incumbents to this position must possess and demonstrate the following competencies:
- Able to learn and understand the language and concepts of our DES DEI culture and commit to being a part of creating and maintaining a diverse, equitable, respectful and inclusive workplace.
- Demonstrate a commitment to growth, learning and self-awareness when provided training and opportunities to participate in improving our work environment.
- Participate and behave in a manner that creates trust and builds working relationships, promoting teamwork and collaboration in the work environment.
- Demonstrate the understanding that all people are valued; contribute to an equitable, inclusive and respectful environment when working with members of the group, team, organization or community.
- Commit to being an active participant in continually evaluating and improving strategies that promote equity and inclusion in our organization.
Supplemental Information
How to Apply:
Interested? We would love to hear from you! Click “Apply” at the top of this page to start your application. You can save the application and come back to it, if needed. Be sure to complete the application fully to include a full work history and responses to the supplemental questions.
Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position:
- A letter of interest, describing your experience working with customer service initiatives, focusing on how you’ve contributed to improving the overall customer journey, enhancing customer satisfaction, and developing strategies to optimize customer interactions
- A current resume, detailing experience, and education
- A current list of at least three (3) professional references with current contact information
Please Note: By submitting these materials, you are indicating that all information is true and correct. The state may verify the information provided. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not substitute for completing the “duties summary” section of the online application. Please do not refer to the resume for details, or your application may be disqualified.
Background Check Notice: Prior to any new appointment into the Department of Enterprise Services, a background check including criminal record history will be conducted as a condition of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
Opportunity for All:
The Department of Enterprise Services celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws. You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.
Contact Information: For questions about this recruitment or to request a reasonable accommodation in the application process, contact Aggie Swanson via email at jobs@des.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
Follow DES on LinkedIn, Twitter and Facebook | Subscribe to DES job alerts
