Customer Experience Delivery Manager
- Summary
Please note that Special Duty opportunities are only available to King County Career Service employees who have passed their initial probation period. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty assignment. We encourage you to discuss this with your current supervisor/manager before applying.
King County Department of Information Technology (KCIT) is seeking a Customer Experience (CX) Delivery Manager. The Customer Experience Delivery Manager will partner with the Senior Customer Experience Manager in developing and leading the overall management of our CX initiatives, based on customer feedback and insights.
The Customer Experience Delivery Manager will collaborate with partners across King County to help identify, track, and communicate progress against quality deliverables and outcomes. This requires a high level of organization, timeliness, and accuracy of communications (written and verbal). The Customer Experience Delivery Manager will leverage data gathered to highlight compelling customer feedback and communicate to internal and external partners, with a focus on informing product, service, support, marketing, and customer engagement, ultimately leading to increased customer and employee satisfaction. Embracing a culture of innovation, ownership & accountability will be key as we strive to infuse the customer experience mindset into every action taken.
King County Department of Information Technology (KCIT)
KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation.
KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx
Teleworking Requirement
The work associated with this position will be performed through a combination of teleworking complemented with onsite work and meetings as needed. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.
Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required, including the wearing of masks in some situations. King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.
King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will be joining an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.
Duration
This Special Duty Assignment is estimated for a duration of 2 years.
Work Schedule
The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is salaried and is eligible for overtime pay.
Questions
If you have questions regarding this recruitment, please contact Shannon Hoeper, shoeper@kingcounty.gov or 206-263-6957.- Job Duties
- Lead the work of professional staff; develop performance measures and conduct performance evaluations.
- Design, implement and manage a CX management framework for KCIT.
- Participate in creating, training and orienting an organization’s customer experience team.
- Define and implement standards/procedures for ensuring an optimal customer experience.
- Advocate on behalf of customers and identify customer experience improvement opportunities.
- Develop and conduct surveys to gather information on customer opinion of rendered services.
- Understand the King County Business Model inside and out to create initiatives that drive KPIs around customer and King County business results.
- Evaluate and improve the customer insight communication and tracking process (including dashboards or scorecards), ensuring adherence to evolving standards and best practices.
- Monitor the activities of the customer service teams to ensure acceptable standards of customer service.
- Utilize customer and employee insights to define and prioritize experience requirements and opportunities.
- Experience, Qualifications, Knowledge, Skills
- Experience: At least 3 years' experience working as a customer experience specialist or analyst, or in a similar customer experience delivery role.
- Communication Skills: Must be well versed in effectively interacting with customers including strong verbal and listening skills.
- Customer Service Skills: Must be able to courteously interact with customers to ensure a positive customer experience
- Skilled at implementing customer experience improvements, that ultimately lead to increased customer and employee satisfactions.
- Skilled in Data management and analytics
- Proficiency in MS O365 suite
- Exceptional interpersonal skills and a client-centered approach
- Superb communication, collaboration, listening, and problem-solving skills
- Strong attention to detail
- Ability to prioritize and execute on tasks
- Skilled in building consensus and coming to a resolution among a diverse group of individuals with differing viewpoints
- Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, and is easily coachable
- CX Certification
- Basic understanding of SAFe and product teams
- Understanding of Equity and Social Justice principles
- Supplemental Information
Forbes recently named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
COVID-19 Vaccination Requirement
King County Executive Branch employees are required to be fully vaccinated against COVID-19. If you are the successful candidate for the position you applied for, the County will send you a conditional offer letter.
As a condition of employment, prior to a final offer of employment, you will be required to:- submit proof of vaccination, or
- have an approved request for medical or religious exemption and an approved accommodation. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.
People are considered fully vaccinated against COVID-19 two weeks after receiving the final dose of a vaccination approved by the Center for Disease Control and Prevention (CDC).
The Executive Branch includes employees in the Executive branch, the Assessor's Office, Elections, the King County Sheriff's Office, and the Executive Office.
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
Application Requirements
A completed King County Application, Resume and Cover Letter are required for consideration. Applications submitted without all material will not be considered.
The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies.
(For internal use only: Classification: IT Enterprise Manager I (1230100))
Union: This position is represented by L117: IT Managers and Supervisors
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 10 paid holidays each year (plus 2 personal holidays)
- Generous vacation and paid sick leave
- Paid parental leave, family and medical leaves, and volunteer leave
- Flexible Spending Account
- Wellness programs
- Onsite gyms and activity centers
- Employee giving program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
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01Please note that Special Duty opportunities are only available to career service employees who have passed their initial probation period. Are you a current King County Career Service employee who has passed their initial probation?
- Yes
- No
Required Question