New

Customer Experience Analyst - Management Analyst 5

Washington State Department of Retirement Systems
$76,968.00 - $103,536.00 Annually
medical insurance, dental insurance, life insurance, vision insurance, flexible benefit account, vacation time, paid holidays, sick time, retirement plan
United States, Washington, Tumwater
6835 Capitol Boulevard South (Show on map)
Sep 12, 2025
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 Be sure to read this entire section - We promise, it'll be helpful! How to Apply: Interested applicants who meet the qualifications and competencies in this announcement are encouraged to apply. To be considered for this position, pleasebe sure to attach the following to your online application: (Applications without these required attachments will not be accepted). A cover letter clearly describing how your knowledge, skills and abilities align with the job duties and qualifications of this position. A chronological resume outlining your experience to-date. Please keep in mind that professional or verifiable volunteer experience may be relevant. Be sure to complete all sections of the on-line application and answer all supplemental questions. The work history section of the on-line application should be completed fully. Application fields that say "see resume/attachment" will not be considered. Only those applicants whose background and experience most closely matches the desirable qualifications and competencies of this position will be considered for this opportunity. References, Personnel File Review, and Background Checks If you are the preferred candidate for this position, a professional reference from your current or most recent supervisor will be required; If you are a current or recent state employee, we will also review your personnel file as part of our selection process; A job offer is contingent upon completion of a background check that includes a criminal record review. Work Authorization Candidates who are offered a job with DRS must possess work authorization that does not require sponsorship by the employer for a visa now or in the future; DRS complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment. DRS does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit www.uscis.gov. Persons legally authorized to work in the U.S. under federal law, including Deferred Action for Childhood Arrivals recipients, are eligible for employment unless prohibited by other state or federal law. Why Work for DRS? 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. Our customers include fire fighters, teachers and school employees, state and local government employees, and public safety and law enforcement officers. Regardless of what our specific duties may be, we are all dedicated to one purpose: ensuring our members have the information, tools, expertise and services that ensure they receive the retirement benefits earned while in public service. We foster a diverse and inclusive environment where team members are fully engaged and supported in meeting (and exceeding) our customers' expectations. All DRS leaders are focused on providing the coaching, mentoring, resources and support that team members need to be successful. DRS offers a generous benefits package that includes membership in the Public Employees Retirement System; health, dental and vision coverage and participation in the Deferred Compensation Program. Also, as a public service employee you may also be eligible for student loan forgiveness. (See the Benefits tab at the top of this post for more 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 Veteran's Preference: Applicants wishing to claim Veteran's Preference should attach a copy of their DD214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or redact any personally identifiable information such as social security numbers and year of birth. For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here. The Washington State Department of Retirement Systems is an equal opportunity employer supporting diversity, equity and inclusion. DRS does not discriminate on the basis of age, sex, marital status, sexual orientation, gender identity, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental or physical disability or the use of a trained dog guide or service animal by a person with a disability. If you need assistance with the online application or have questions regarding the recruitment, please contact Human Resource office at drs.recruitment@drs.wa.gov . Persons of disability needing assistance in the application process, or those needing this announcement in an alternate format, may call the Human Resources Office at (360) 664-7309 or TTY Relay Service at 711. Come join the DRS team!