Customer Experience (CX) Analyst

Great Lakes Behavioral Research Institute

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The Customer Experience (CX) Analyst will bring skills and experience in analytics, human centered design, and product/program development, as well as a desire to make a difference in the lives of children and adults in need (our customers).

The Analyst will work as part of a Customer Experience (CX) team that is continually gathering customer experience across a number of touchpoints, and then collaborating 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:

  • Conducting CX research and design; applying analytics and CX tools to uncover customer insights and identify opportunities for improving service quality and needs for help. The analysts will use data analysis, journey mapping, human centered design, and survey methods; and will collaborate with DHS analytics, technology, planning and program staff to use information and insights to develop new approaches to providing customers with the services they need.

 

  • Developing CX strategy; joining forces with the CX team that develops the organization’s approach to understanding and improving customer experience. The strategy they develop will choose effective actions for collecting insights; customer satisfaction/loyalty objectives and metrics; processes for tracking results; and ways of 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).

 

  • Sparking and supporting quality improvement; distilling CX and other information, and working with program offices to design and implement improvements in the quality of their programs, processes, and systems. This includes facilitating cross-organizational working groups to design/re-design programs and processes, ensuring they create quality, actionable work products.

 

  • Coaching/supporting stakeholders in using CX tools; playing an important role in building a culture of placing customers at the heart of what DHS does. This will be accomplished by informally coaching staff in the organization in how to use human centered design and analytics to make decisions about programs and processes.

 

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.

Requirements

Bachelor’s degree from an accredited college/university in a related field, plus 2 or more years’ previous experience in using CX research and design to improve programs, processes, and systems. The ideal candidate will have experience in human centered design, product/program design, HCI, data analytics, and working with an operational unit to implement, design and use research and analytics. Candidate will also value and build trusting relationships, as well as be able to communicate effectively and persuasively.

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.

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