Customer Experience Analyst - Management Analyst V

Title: Customer Experience Analyst - Management Analyst 5

Location: Tumwater United States

Salary: $76,968.00 - $103,536.00 Annually

Location 

Job Type: Full Time - Permanent

Remote Employment: Flexible/Hybrid

Job Number: 2025-05608

Department: Dept. of Retirement Systems

Job Description:

Are you passionate about improving customer and team member experiences through strategic innovation and data-driven decision making? Do you enjoy leading complex, high-impact projects and collaborating across an organization to improve systems, processes, and both customer and team-member satisfaction? Are you energized by analyzing and solving root causes of systemic issues, and providing clear, actionable recommendations to leadership? If so, the role of Customer Experience Analyst – Management Analyst 5 may be the ideal opportunity for you!

Duties

This recruitment will remain open until filled. Applicants who apply on or before, Sunday, October 5, at 11:59 PST will get first consideration. The hiring manager reserves the right to make a hiring decision at any time during the recruitment process.

The Opportunity:
We are looking for a strategic and collaborative Customer Experience Analyst to lead enterprise-wide initiatives that improve customer satisfaction, employee engagement, and operational excellence. This high-impact role will drive data-informed decisions and coach teams in fostering a culture of continuous improvement.

Some of what you’ll do includes:

• Leading and overseeing complex projects involving agency-wide enterprise initiatives to improve customer satisfaction, employee engagement, business systems, leadership capabilities, and business processes.

• Performing data gathering and root cause analysis and providing expert-level consultation and advice to agency leadership to identify, address, and resolve complex customer service issues.

• Providing expert-level support for large, multi-dimensional, high-visibility business and technology projects involving significant scope and impact to the agency, its members, employers and stakeholders.

• Designing and delivering comprehensive agency-wide continuous improvement training for team members focused on promoting and sustaining a culture centered on customer satisfaction and continuous improvement.

• Building and advancing a Customer Experience Improvement Plan in alignment with YourWashington, established within the Office of the Governor.

• Serving on the agency team that fulfills reporting requirements for YourWashington. 

• Providing expert-level guidance and support for large, multi-dimensional, high-visibility business and technology projects involving significant scope and impact to the agency, its members, employers and stakeholders.

• Facilitating interdepartmental collaboration and performance management activities, using human-centered design and data insights to enhance service delivery.

 

NOTE:  After successful completion of the review period and effectively demonstrating the ability to perform work independently, you may be eligible to telework up to four days per week, at the discretion of the Appointing Authority and with a telework agreement in place. The ability to work remotely is dependent on the nature of the tasks and projects assigned and the presence of a remote work environment that is safe and has an appropriate level of reliable connectivity. You must live within a reasonable commuting distance (less than 50 straight-line miles) to the DRS building in Tumwater, WA, and must be willing and able to adjust your telework schedule, whenever necessary, to complete work assignments, attend mandatory meetings, trainings, etc., at the DRS facility.

Qualifications

What we’re looking for (required qualifications):

Proven leadership, facilitation and oversight in:

• Conducting research and analyzing qualitative and quantitative data, policies, laws, rules and regulations; and
• Preparing detailed and professional reports on research and findings and presenting actionable recommendations.
   

The experience above is typically gained through at least five (5) years of professional experience. A Bachelor’s degree (or higher) in Business Administration, Public Administration, Marketing, Communications, or closely allied field may substitute, year-for-year, for up to four (4) years of experience.

Proven experience with Person-Centered design principles, Customer Experience (CX), User Experience (UX), or Lean, continuous improvement, change management, process improvement principles and methodologies. This experience above is typically gained through at least three (3) years of professional experience;

Proven experience managing change, facilitating, leading teams, training, coaching and mentoring others;

Proven experience developing technical business requirements;

Familiarity with the system development lifecycle and a working knowledge of project management principles and best practices; and 

Demonstrated proficiency in the following competency areas:

Customer Focus
Dedicated to meeting the expectations and requirements of customers. Delivers high quality services and products. Establishes and maintains effective customer relationships. Committed to continuous improvement and always acts with the customer in mind. 

Communication
Effectively conveys information in writing and through the spoken word, using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience. Sees communication as a vital component of high performing teams.

Analysis
Studies and reviews documents and information closely; readily identifies information that is not pertinent and understands when additional or verifying data is needed. Uses data and information in a clear and rational thought process to assess and understand issues, evaluate options, form accurate conclusions, and make recommendations/decisions.

Facilitating Others
Effectively organizes, coordinates and leads small groups and/or projects to accomplish specific goals. Manages change by providing the needed structure and environment for interactions to be effective. Is an effective communications link and reliable source of information for others. 

Researching and Gathering Information
Effectively identifies, collects, organizes and documents relevant data and information in ways that make the information most useful for subsequent assessment, analysis, and investigation. 

Planning
Accurately scopes and estimates the length and difficulty of tasks and projects. Identifies clear goals, objectives, and outcomes. Breaks down work into process steps; develops schedules and assignments and anticipates and adjusts for problems and roadblocks. Measures performance against goals and evaluates results.

Commitment to Diversity
 Recognizes the value of diversity. Helps create an environment that embraces and supports diversity, equity, and inclusion.

Supplemental Information

Other perks include: 

• Flexible work schedules
• Infants at Work Program
• Tuition reimbursement
• Opportunities for professional growth
• Access to LinkedIn Learning
• Commitment to team member safety and wellness
• Community involvement and charitable giving opportunities
• Commute Trip Reduction Program
• Free Parking & and EV Chargers available