The Customer Experience 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.
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.
If hired for a position, candidates would work for Allegheny County, Department of Human Services and be employed by Great Lakes Behavioral Research Institute.
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.
“DHS strives to be the kind of place where a diverse mix of talented people want to come to grow and do their best work.”
-From the organization’s statement on Equity and Inclusion
-From the organization’s statement on Equity and Inclusion
AN EQUAL OPPORTUNITY EMPLOYER - M/F/V/D