Customer Experience Analyst – Management Analyst 5

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?...

• 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.

• 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.
• Proven experience with Person-Centered design principles, Customer Experience (CX), User Experience (UX), or Lean, continuous improvement, change management, process improvement principles and methodologies.
• Proven experience in 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.

• Health insurance
• Deferred Compensation Program
• Student loan forgiveness
• Flexible work schedules
• Infants at Work Program
• Tuition reimbursement
• Access to LinkedIn Learning
• Commitment to team member safety and wellness
• Community involvement and charitable giving opportunities
• Commute Trip Reduction Program
• Free Parking & EV Chargers available

At DRS, we are one team. We administer eight public retirement systems, 15 retirement plans, and the Deferred Compensation Program, and we serve over 930,000 current and former public employees in Washington.