Customer Experience Analyst
Rochester, MN Rochester, MN Full-time Full-time $100,713 a year $100,713 a year POSITION DESCRIPTION The City of Rochester invites applications for the position of:
Customer Experience Analyst Development Services & Infrastructure The City of Rochester is committed to a community where all members feel a sense of belonging.
We commit to recognizing the diversity of our community members, listening to ALL voices and providing equitable services to create an inclusive place to live, play and work.
We believe EQUITY should be at the center of all our work.
We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.
It takes us all working together Nature of Work The Customer Experience Analyst will work collaboratively with teammates to deliver a positive customer experience by optimizing the efficient and effective delivery of services.
This position will evaluate customer interactions and implement strategies to create successful outcomes by leveraging customer service practices, data and technology to build and improve processes.
Typical duties include, but are not limited to:
planning and performing process improvement initiatives; developing service delivery reports and success measurements; and supporting Development Services and Infrastructure (DSI) software systems.
This role will provide project management support in the implementation of solutions.
2023 starting salary of $71,337 to $83,928, depending on qualifications, with advancement to $100,713 per year.
Review of applications will begin on June 29, 2023.
Applications will be accepted until the position is filled.
DUTIES AND RESPONSIBILITIES Optimize the customer experience journey through the efficient and effective delivery of services Gather and analyze customer and service delivery data to identify root causes of problems and inform process improvements.
Diagram and analyze current DSI process and workflows.
Plan, perform and implement process improvement initiatives through methods such as Six Sigma.
Collaborate and coordinate with administrative services and other City teammates associated with the customer experience to identify and minimize redundancies, workflow transfers, and customer touch points.
Identify resource constraints and prioritize solution implementation.
Assist in developing metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
Measure performance against process requirements.
Survey and analyze best practices for customer experience strategies.
Improve service in collaboration with the Office Services Supervisor.
Provide project management and support Lead cross-functional projects that enable a better overall customer experience by enhancing our existing operational processes.
Chair and participate in projects; manage or work collaboratively to develop project plans, scope and specifications.
Facilitate discussions and coordinate schedules for meetings and tasks to optimize execution and minimize disruptions.
Monitor project execution and produce periodic reports to communicate status in clear and unambiguous terms to stakeholders.
Monitor and maintain appropriate metrics to enable evaluation and continuous improvement.
Maintain, troubleshoot and enhance delivery of electronic services to customers.
Develop, update and maintain online forms and electronic customer communications.
Resolve and monitor customer concerns and track patterns.
Assist with general software concerns, upgrades, and electronic equipment.
Maintain and update DSI website to improve customer experience.
Provide technical support for board and commission meetings.
Support and maintain business processes that utilize DSI databases, including EPLAN, Accela, Agency Counter, and Laserfiche.
Develop and maintain daily, weekly, and monthly reports on service delivery, including but not limited to customer requests, turnaround times and completion rates.
Undertake regular reviews to ensure reporting accuracy.
Review, organize and update database information to enhance accessibility by end users.
Develop and provide training to teammates on software systems, including reporting capabilities and data entry requirements.
Identify and resolve software and hardware issues; provide support to teammates as needed.
Coordinate and implement system and software updates with vendors and users.
Provide management requested data for budgeting, grants, developing RFP's, equipment assessment and purchasing purposes.
Track metrics for budget performance indicators.
Perform other duties as assigned or necessary.
Provide administrative support to divisional teams as needed.
ESSENTIAL FUNCTIONS MINIMUM QUALIFICATIONS Education and Experience A Bachelor's degree in Business Administration, Project Management, Information Technology, Customer Relations, or closely related field AND one (1) year of relevant experience providing technical support in customer software applications.
OR An Associate degree in Business Administration, Project Management, Information Technology, Customer Relations, or closely related field AND three (3) years of relevant experience providing technical support in customer software applications.
Desirable Qualifications Six Sigma Certification or related process improvement certifications.
ADDITIONAL INFORMATION KNOWLEDGE, SKILLS AND ABILITIES Knowledge of:
customer service practices; specialized policies, regulations, statutes, procedures and practices pertaining to development process; statistical techniques; project management procedures; computer and software systems including Microsoft Office products, Accela, EPLAN, Agency Counter, and Laserfiche Skill in:
customer relations management; effective communication in both oral and written formats; developing strong working relationships; organization; presenting complex material in an understandable manner Ability to:
develop and support a customer focused systematic process to achieve goals; see the big picture while being a creative, strategic, and innovative thinker; exercise initiative, good judgment and decision making within the scope of assigned authority; work with upset customers and work towards a resolution of the problem; solve complex problems while maintaining strong relationships with teammates, customers and internal partners; work independently and complete assignments from minimal information and under general instructions; work effectively with teammates; prepare clear, concise and competent reports, correspondence, and other written materials.
PHYSICAL AND ENVIRONMENTAL CRITERIA In compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position.
The employee must be able to perform the essential functions with or without accommodation.
In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work:
Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time.
Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Physical demands that may be required continuously (2/3 or more of the time), frequently (1/3 to 2/3 of the time), and occasionally (up to 1/3 of the time) are noted below:
Frequent demands:
Sitting and Fine Dexterity Occasional demands:
Standing, Walking Sensory requirements necessary in the performance of the essential functions of this position include:
sight, hearing, touch.
Environmental conditions that may exist in the performance of the essential functions of this job include:
NONE (not substantially exposed to environmental conditions) EMPLOYEE BENEFIT AND RETIREMENT SUMMARY.
Estimated Salary: $20 to $28 per hour based on qualifications.
Customer Experience Analyst Development Services & Infrastructure The City of Rochester is committed to a community where all members feel a sense of belonging.
We commit to recognizing the diversity of our community members, listening to ALL voices and providing equitable services to create an inclusive place to live, play and work.
We believe EQUITY should be at the center of all our work.
We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.
It takes us all working together Nature of Work The Customer Experience Analyst will work collaboratively with teammates to deliver a positive customer experience by optimizing the efficient and effective delivery of services.
This position will evaluate customer interactions and implement strategies to create successful outcomes by leveraging customer service practices, data and technology to build and improve processes.
Typical duties include, but are not limited to:
planning and performing process improvement initiatives; developing service delivery reports and success measurements; and supporting Development Services and Infrastructure (DSI) software systems.
This role will provide project management support in the implementation of solutions.
2023 starting salary of $71,337 to $83,928, depending on qualifications, with advancement to $100,713 per year.
Review of applications will begin on June 29, 2023.
Applications will be accepted until the position is filled.
DUTIES AND RESPONSIBILITIES Optimize the customer experience journey through the efficient and effective delivery of services Gather and analyze customer and service delivery data to identify root causes of problems and inform process improvements.
Diagram and analyze current DSI process and workflows.
Plan, perform and implement process improvement initiatives through methods such as Six Sigma.
Collaborate and coordinate with administrative services and other City teammates associated with the customer experience to identify and minimize redundancies, workflow transfers, and customer touch points.
Identify resource constraints and prioritize solution implementation.
Assist in developing metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
Measure performance against process requirements.
Survey and analyze best practices for customer experience strategies.
Improve service in collaboration with the Office Services Supervisor.
Provide project management and support Lead cross-functional projects that enable a better overall customer experience by enhancing our existing operational processes.
Chair and participate in projects; manage or work collaboratively to develop project plans, scope and specifications.
Facilitate discussions and coordinate schedules for meetings and tasks to optimize execution and minimize disruptions.
Monitor project execution and produce periodic reports to communicate status in clear and unambiguous terms to stakeholders.
Monitor and maintain appropriate metrics to enable evaluation and continuous improvement.
Maintain, troubleshoot and enhance delivery of electronic services to customers.
Develop, update and maintain online forms and electronic customer communications.
Resolve and monitor customer concerns and track patterns.
Assist with general software concerns, upgrades, and electronic equipment.
Maintain and update DSI website to improve customer experience.
Provide technical support for board and commission meetings.
Support and maintain business processes that utilize DSI databases, including EPLAN, Accela, Agency Counter, and Laserfiche.
Develop and maintain daily, weekly, and monthly reports on service delivery, including but not limited to customer requests, turnaround times and completion rates.
Undertake regular reviews to ensure reporting accuracy.
Review, organize and update database information to enhance accessibility by end users.
Develop and provide training to teammates on software systems, including reporting capabilities and data entry requirements.
Identify and resolve software and hardware issues; provide support to teammates as needed.
Coordinate and implement system and software updates with vendors and users.
Provide management requested data for budgeting, grants, developing RFP's, equipment assessment and purchasing purposes.
Track metrics for budget performance indicators.
Perform other duties as assigned or necessary.
Provide administrative support to divisional teams as needed.
ESSENTIAL FUNCTIONS MINIMUM QUALIFICATIONS Education and Experience A Bachelor's degree in Business Administration, Project Management, Information Technology, Customer Relations, or closely related field AND one (1) year of relevant experience providing technical support in customer software applications.
OR An Associate degree in Business Administration, Project Management, Information Technology, Customer Relations, or closely related field AND three (3) years of relevant experience providing technical support in customer software applications.
Desirable Qualifications Six Sigma Certification or related process improvement certifications.
ADDITIONAL INFORMATION KNOWLEDGE, SKILLS AND ABILITIES Knowledge of:
customer service practices; specialized policies, regulations, statutes, procedures and practices pertaining to development process; statistical techniques; project management procedures; computer and software systems including Microsoft Office products, Accela, EPLAN, Agency Counter, and Laserfiche Skill in:
customer relations management; effective communication in both oral and written formats; developing strong working relationships; organization; presenting complex material in an understandable manner Ability to:
develop and support a customer focused systematic process to achieve goals; see the big picture while being a creative, strategic, and innovative thinker; exercise initiative, good judgment and decision making within the scope of assigned authority; work with upset customers and work towards a resolution of the problem; solve complex problems while maintaining strong relationships with teammates, customers and internal partners; work independently and complete assignments from minimal information and under general instructions; work effectively with teammates; prepare clear, concise and competent reports, correspondence, and other written materials.
PHYSICAL AND ENVIRONMENTAL CRITERIA In compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position.
The employee must be able to perform the essential functions with or without accommodation.
In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work:
Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time.
Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Physical demands that may be required continuously (2/3 or more of the time), frequently (1/3 to 2/3 of the time), and occasionally (up to 1/3 of the time) are noted below:
Frequent demands:
Sitting and Fine Dexterity Occasional demands:
Standing, Walking Sensory requirements necessary in the performance of the essential functions of this position include:
sight, hearing, touch.
Environmental conditions that may exist in the performance of the essential functions of this job include:
NONE (not substantially exposed to environmental conditions) EMPLOYEE BENEFIT AND RETIREMENT SUMMARY.
Estimated Salary: $20 to $28 per hour based on qualifications.
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