The Customer Experience and Analytics Lead will be a visionary thinker excited by the chance to make a difference in the lives of children and adults in need (our customers). The Lead will bring skills and experience in analytics, human-centered design, product/program development, and the ability to lead and facilitate teams across an organization.
The Lead will be responsible for building a practice of continually gathering customer experience across a number of touchpoints, and then working with partners at Allegheny County Department of Human Services (DHS), and its contracted providers to design ways of meeting or exceeding customer expectations. These improvements may be through improving processes, redesigning programs, or figuring out ways to connect people or technology. Additional responsibilities will include:
- Implementing and advancing a Customer Experience (CX) strategy that creates a compelling picture of the destination. The strategy will also establish customer satisfaction/loyalty objectives and metrics; processes for tracking results; and strategies for supporting program offices in quality improvement (e.g., how to select priorities; ways of regularly engaging staff and customers in selecting strategies for improving quality, when data/CX indicate this is important).
- Being part of a leadership team focused on quality improvement at DHS. This includes working with program offices to distill CX and other information to be used in designing and implementing quality improvements. This will consist of developing ways of building understanding and mobilizing front-line staff.
- Leading and growing the CX staff. They already have developed new ways of extracting insights from customers about their experience, applying CX tools to uncover opportunities for improving service quality and needs for help, and putting a structure to surveying so that we are asking questions in the right way, of the right people. This team, skilled in data analysis, journey mapping, human-centered design and survey methods, already has improved the way DHS delivers its services. (See examples section, below.) The Lead will support them by: defining team goals/priorities and reinforcing its collaborative culture; ensuring they have opportunities to develop their skills, including leadership skills, through mentoring/coaching, training, and ongoing feedback on performance.
- Assembling cross-organizational working groups to design/re-design programs and processes; and facilitating those groups so they produce quality, actionable work products.
- Executing CX research and design; conducting and presenting research and work with DHS analytics, data, IT, planning and program staff to use information and insights to develop new approaches to providing customers with the services they need.
- Training/mentoring program staff so that they can apply CX research and design with increasing sophistication; and working with stakeholders to collaboratively design and execute research studies.
- Working with IT and other leaders in analytics, technology and planning to establish a vision for CX that draws upon technology, data and analytics, best practices in the field, and staff/customer insights to improve customer satisfaction. This vision may include: delivering personalized experiences, across varying contexts; delivering messages and alerts; establishing more ways for customers to get information that allow them to take the next best action and solve problems.
Examples of CX work at Allegheny County DHS
The CX team has tested approaches for reaching customers and learning about their experiences through:
Journey mapping and HCD. One example is the journey mapping of the drug and alcohol treatment services in the county; and the human-centered design process used to elicit insights/ideas: Substance Use Treatment-Journey
This work, which involved leaders at the highest level in DHS, helped spark a re-design of the “front door” to treatment and other services for people with substance use disorders.
Customer Surveys: The team led surveys of youth in foster care, to determine if they are able to do what most teens can (Youth in foster care); feedback using kiosks allowed DHS to determine points of lower/higher satisfaction in its homeless programs (Quick feedback); and texting surveys of people in lower-income communities led DHS to determine how to allocate a share of its federal funding.
Master’s/Bachelor’s degree from an accredited college/university in a related field, plus 5-7 years of professional experience in CX or a related field, including three years’ service in either program evaluation, quality assurance or data analysis (or a combination of these). Previous supervisory experience is preferred.
The ideal candidate is an innovator who will have experience in analytics, process improvement, human-centered design, HCI that discovers customer needs, and in working with an operational unit to implement, design and use research and analytics. This person will also have the ability to translate insight and strategy, build trusting relationships, and communicate effectively and persuasively. The Lead will possess strong analytical skills and have demonstrated success in CX research and design.
While we are seeking candidates who are inclined to action/with a sense of urgency, an essential characteristic is the ability to listen and learn from customers and staff in an understanding and respectful manner. Valid driver’s license and access to a reliable vehicle are needed to navigate in the community for work related assignments.
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.
DHS is the largest agency in Allegheny County government, with a budget of nearly $1 billion. DHS serves over 200,000 people a year through services that include: Protecting children and youth from abuse and neglect and preventing future occurrences of maltreatment; improving child wellness through family support, home visiting, early intervention and in-home services; providing treatment for behavioral health issues such as substance use disorders and mental illness; managing the care of adults with intellectual disabilities; preventing unnecessary nursing home stays; and services that prevent homelessness and provide shelter and housing for families and individuals.
- 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 his 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.