Customer Experience Analyst

Are you passionate about customer-centricity and experience management? Do you have professional experience working on data analytics and insights, process improvement, and technology projects and initiatives to improve the experience of customers across their full journey of interactions and touchpoints with an organization? If YES, then apply now for an opportunity to use your skills with an organization that truly makes a difference in hundreds of thousands of lives!

What We're Looking For: We are seeking a Customer Experience Analyst to support our agency’s strategic direction and vision for creating an exceptional experience for our employer and member participant customers. The ideal candidate will have a combination of business, technical, analytical, and communication skills to ensure customer experience perspectives are integrated into everything we do. We’re looking for someone who is driven to achieve quality results, has experience motivating cross-functional teams, and is skilled in planning and aligning work to meet organizational goals.

What We Offer: This is an excellent opportunity to develop a meaningful and rewarding career with ETF. Our employees have access to an excellent comprehensive benefit and compensation package, including generous paid time off so you can truly have work/life balance! If you have student loans and work full time in a public service job (like this one!) you may be eligible for the Public Service Loan Forgiveness Program.

Who We Are: The Department of Employee Trust Funds (ETF) manages retirement, insurance, and other benefit programs for 670,000 state and local government employees and retirees of the WRS. Our members are at the center of everything we do, and we're committed to enhancing their well-being by delivering expert guidance, strong, sustainable benefit programs, and an exceptional customer experience. We're looking for talented people who are active learners that build strong collaborative customer relationships (whether internal or external) and recognize the value different perspectives and experiences bring to our organization.

Where We're Located: ETF located in the award-winning city of Madison. Located just off University and Sheboygan Avenues, at 4822 Madison Yards Way, within walking distance to several parks, restaurants, and Hilldale Shopping Center.

As a Customer Experience Analyst, you’ll be performing advanced comprehensive program planning, development, implementation, evaluation, and related research and data analytics in support of the agency strategic direction and North Star exceptional Customer Experience (CX) vision that applies to the full employer and member customer lifecycle journey with all ETF-administered pension, insurance, and other benefit plans.

Your responsibilities include leading a cross-functional business/technical workgroup in CX roadmap planning for all components including strategic alignment & governance, technology & data, policies & processes, employee experience, customer understanding through quantitative and qualitative data, and customer-centric culture.

Please review the position description for more information.

This position is in classification Program & Policy Analyst-Adv (pay schedule/range 07-03), with an annual salary of $78998 - $92206, plus excellent benefits.

Pay for current and new state employees will be set in accordance with the Wisconsin State Compensation Plan in effect at the time of appointment.

To learn more about ETF’s total compensation package, please visit our Total Rewards Calculator!

ETF offers hybrid remote/office work. The selected employee(s) must report to ETF’s office on the first day of employment, at least once a week, and as operational needs require. All employees are expected to be headquartered and work within the state of Wisconsin.

ETF does not sponsor work visas. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check to determine whether the circumstances of any conviction may be related to the duties required of the position.

A 12-month probationary may be required.

Minimally Qualified candidates will have experience in all of the following:

• Participating in efforts to evaluate, measure, and improve the overall experience of a group of people interacting with an organization (e.g., customers, employees, vendors, stakeholders, etc.)
• Performing data management functions (e.g., collecting data, validating data integrity, conducting analysis, providing actionable insights, creating data visualizations, etc.)
• Performing product ownership activities (e.g., defining the vision for a technology solution product or service offering, managing product features, collaborating with cross-functional teams to deliver improved business value, etc.)

In addition, Highly Qualified candidates will also have experience with some of the following:

• Creating and/or executing customer experience strategic roadmaps and blueprints
• Participating in business process management projects (e.g., business process mapping (value stream, SIPOC), process measurement, implementing improvements through workflows or automation, etc.)
• Working with employee benefit programs (e.g., insurance, retirement, disability, etc.)

To apply, click “Apply for Job” to start the application process. Follow the steps outlined in the application process and submit your application. To be considered for this position, you must attach a resume and letter of qualifications addressing your training and experience with the qualifications listed above.

Your letter of qualifications and resume are very important parts of your application and are used during our evaluation process to determine your eligibility for further consideration. For helpful tips, please review our instructions for developing your resume and letter of qualifications.

Online applications that do not include all requested materials may not be considered. Submitted materials will be evaluated by a panel of job experts and the most qualified applicants will be invited to participate in the next step of the selection process.

Permanent classified state employees who are eligible for transfer, voluntary demotion, or reinstatement should complete the application process described above by the stated deadline.

Qualified veterans with a 30% or greater service-connected disability should send your cover letter, resume, DD-214 (honorable discharge), and documentation of your service-connected disability rating (dated within 12-months) to ETF Human Resources: ETFJobs@etf.wi.gov. Current State employees are not eligible for non-competitive appointment.

For applicant questions or employment inquiries contact ETF Human Resources: ETFJobs@etf.wi.gov, 608-267-2199. Please see the Frequently Asked Questions for general wisc.jobs user information and technical assistance.

ETF is an Equal Opportunity and Affirmative Action employer seeking a diverse and talented workforce. Veterans, women, people of color, LGBTQIA , and people with disabilities are encouraged to apply. We provide reasonable accommodations to qualified applicants and employees with disabilities.

Application materials are due by 11:59 pm on February 24, 2025.