Why you’ll love this position:
The Operational Excellence (OpEx) team is part of the Office of Administration and a resource for the executive agencies. We support Operational Excellence efforts across the state and focused on improving how we deliver services to meet our citizen’s needs and be as good as any organization.
We are seeking a Citizen Experience Analyst that will partner with agencies to provide solutions to improve customer experiences. The primary focus of this role is to strategize, design, test, survey, support, and conduct other experience management duties with the Director of Citizen Engagement. The analyst will collaborate with internal stakeholders, experience management technical resources, and customer experience vendors to deliver a meaningful and positive impact across all touchpoints.
If you are interested in being part of an expanding team, with a mission to provide excellent customer service, every time, this is the team and role for you.
What you will do:
- Manage the Qualtrics Customer Experience platform
- Build relationships and collaborate with cross-functional teams to measure the customer experience across their end-to-end journeys
- Design and draft surveys, dashboards, and reporting
- Provide guidance on methods to distribute surveys, setting up automations as needed
- Use data to implement, analyze and report on data and standards that define desired customer experience measurements and seek new and relevant industry measures to drive continuous improvement
- Collaborate with leadership, service owners, and other partners to design and implement surveys using tools like Qualtrics
- Support the survey management operating model to include survey standards, governance, survey performance, closed-loop model, and survey lifecycle
- Collaborate with stakeholders to design portals, platforms, surveys, training needs, and data collection/analysis approaches
- Monitor our customer experience contract for the statewide enterprise usage
Knowledge, Skills, and Abilities:
- Ability to work in a team environment to drive problem-solving
- Detail oriented and organized, with excellent time management skills
- Exceptional written and verbal communication skills, from one-on-one to working with large, diverse groups
- Ability to market ideas and initiatives in ways that build interest and encourage buy-in and participation among employees at all levels
- Develop and meet key performance indicators and deliverables while multi-tasking several responsibilities
- Gather and analyze feedback via Qualtrics or other survey tools
- Assess infrastructure mechanisms and methodologies to capture operational and experience data.
- Identify customer and employee touchpoints in the employee experience and determine gaps and deficiencies in processes.
- Ability to rapidly assess high-level & ambiguous problems, define scope and options, then evaluate and recommend partnership strategy to address critical business issues
All you need for Success:
Minimum Qualifications:
- BA or BS degree
- Experience developing, implementing, and monitoring multiple projects simultaneously
- Experience designing and building surveys with Qualtrics or other survey tools and establishing integrations with other organizational tools
- CustomerXM Expert or similar certification
- Proficiency with Trello, Monday.com, or other project planning software
Successful background check results are required for employment in this position. This may include background checks involving a candidate’s name and/or fingerprints and other screenings as needed for the specific position.
More reasons to love this position:
The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .
If you have questions about this position please contact:
Recruiter@oa.mo.gov
The State of Missouri is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.