Salary: $6,046.00 – $8,133.00 Monthly
Location : Thurston County – Olympia, WA
Job Type: Full Time – Permanent
Job Number: 2023-COM-003
Department: Dept. of Enterprise Services
Division: Communications
Opening Date: 08/28/2023
Closing Date: 9/11/2023 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step
Description
Voice of Customer Manager
(Management Analyst 5)
Monday – Friday | 8am – 5pm | HYRBID
Who we are:
The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government. We do this by creating overall operating efficiencies so our state’s government entities can focus on their core missions. Our buying power, economies of scale and years of experience help government get the best value for the products and services they need to support their missions. We value Respect, Integrity, Excellence, Diversity, Equity and Inclusion. We seek new team members who share our commitment to be an equity-driven and antiracist organization. We listen to customers and team members to understand what they need and expect. We promote creativity, learning and improvement to meet those needs and adapt to the ever-changing business environment. We measure our results and seek feedback to improve our performance.
What you will be doing:
As the Voice of Customer Manager, you will serve as the principal management analyst and consultant for the Customer Experience Program within the Communications Division. This role stands at the forefront of shaping unparalleled customer satisfaction. Your passionate dedication to customer experience will drive strategic consultation, providing insightful analysis on multidimensional challenges that resonate agency wide. Collaborating closely with both internal teams and external partners, you will weave captivating stories through data, showcasing your exceptional data visualization skills. Your analytical prowess will shine as you lead the evaluation of customer experience initiatives and business requirements. Coordinating intricate analytical projects and generating comprehensive reports, you will guide DES management and foster positive relationships with stakeholders at all levels. Your ability to distill complex DES program outputs into compelling narratives will not only enrich internal collaboration but also enhance engagement with state client agencies and elected officials. Your role will be instrumental in crafting an exceptional customer journey that leaves a lasting impact.
The Department of Enterprise Services offers:
- A great total compensation and
- Paid
- An agency-wide commitment to diversity, equity, inclusion and respect, and leaders who encourage all employees to bring their authentic selves to work
- Access to several state business resource groups including the Rainbow Alliance and Inclusion Network, Veteran Employee Resource Group, Latino Leadership Network, Blacks United in Leadership and Diversity, Disability Inclusion Network, and Washington Immigrant Network
- Supported growth and development opportunities
- Opportunities to serve your community through meaningful work
Duties
Some of the duties include:
- Plan, coordinate, and analyze customer interactions and business activities agencywide.
- Assess intricate customer needs and requests across diverse DES divisions.
- Lead complex interdisciplinary research for operational enhancement.
- Identify research requirements, collect and interpret data, present insights.
- Deliver consultative guidance on customer experience to DES leadership.
- Conduct specialized research studies for program evaluation and improvement.
- Prepare and present comprehensive reports and recommendations.
- Embrace a “One DES” approach for seamless government solutions.
- Enable communication among diverse groups, conveying outcomes to agency executives, division leads, and pertinent stakeholders.
- Present findings and recommendations to DES executive leadership and diverse audiences, fostering collaboration and informed decision-making.
- Other duties as assigned.
Qualifications
Required Qualifications:
To be eligible for this position, a candidate must also possess one (1) of the following education and experience options:
- (OPTION 1): Bachelor’s degree (four-year degree) in business administration, public administration, or related field.
- (OPTION 2): Associate degree (two-year degree) AND Two (2) years of experience in related fields working directly with customer experience processes (experience may be concurrent with education).
- (OPTION 3): Four (4) years of experience in related fields working directly with customer experience processes.
- (OPTION 4): Four (4) years of comparable combination of work and educational experience, directly working and/or learning about customer experience processes.
In addition to the education and experience options above, a candidate must possess the following in order to be eligible for the role:
- Five (5) years of demonstrated experience in two or more of the following areas (experience may be concurrent with education/experience requirement):
- Conducting research.
- Analyzing laws, policies, rules, or regulations.
- Conducting business analysis and developing requirements.
- Leading business projects.
- Managing business operations.
- Business policy development.
Desired Qualifications:
- Master’s degree in business administration, public administration, law, public health, health administration, or a related field and two to three years of experience conducting research and analyzing policies, laws, rules, or regulations or comparable combination of graduate education and experience. Experience may be earned concurrently with education.
- Advanced data visualization skills and knowledge of PowerBI.
- CCXP certification or similar certification, education.
Supplemental Information
Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position:
- A letter of interest that shows your personality and voice to describe why you are the successful candidate and how you meet the specific qualifications for this position
- A current resume,detailing experience, and education
- A current list of at least three (3) professional references with current contact information (attached or available to provide at the time of interview)
Please Note: By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not be substitute for completing the “duties summary” section of the online application. Please do not refer to the resume for detail or your application may be disqualified.
Background Check Notice: Prior to any new appointment into The Department of Enterprise Services, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
Opportunity for All:
The Department of Enterprise Services celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.
Contact Information:
For questions about this recruitment or to request a reasonable accommodation in the application process, contact Jowi Deguzman via email at Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
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More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That’s why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees’ Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems’ web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022
01
Are you currently employed by Department of Enterprise Services (DES)?
- Yes
- No
02
Are you willing to undergo a background check as a condition of employment?
- Yes
- No
03
How many years of experience do you have in at least two (2) of the following areas: Conducting research; Analyzing laws, policies, rules, or regulations; conducting business analysis and developing requirements; leading business projects; managing business operations; and business policy development.
- Less than 1 year
- 1 or more years
- 2 or more years
- 3 or more years
- 4 or more years
- 5 or more years
- 6 or more years
- I do not have this experience.
04
Please indicate which areas of experience you have regarding your answer in the previous question (question 3).
- Conducting research
- Analyzing laws, policies, rules, or regulations
- Conducting business analysis and developing requirements
- Leading business projects
- Managing business operations
- Business policy development
05
What is your level of education?
- Some or no college
- 1 year of college (30 semester or 45 quarter credits) in business administration, public administration, or related field.
- 1 year of college (30 semester or 45 quarter credits) in an unrelated field.
- Associate’s degree OR 2 years of college (60 semester or 90 quarter credits) in business administration, public administration, or related field.
- Associate’s degree OR 2 years of college (60 semester or 90 quarter credits) in an unrelated field.
- 3 years of college (90 semester or 135 quarter credits) in business administration, public administration, or related field.
- 3 years of college (90 semester or 135 quarter credits) in an unrelated field.
- Bachelor’s degree with major study in business administration, public administration, or related field.
- Bachelor’s degree with major study in an unrelated field.
- Master’s degree (or higher) in business administration, public administration, law, public health, health administration, or a related field.
- Master’s degree (or higher) in an unrelated field.
- None of these apply.
06
How many years of professional experience do you have working directly with customer experience processes?
- Less than 1 year
- 1 or more years
- 2 or more years
- 3 or more years
- 4 or more years
- 5 or more years
- I do not have this experience.
07
How many years of experience do you have conducting research and analyzing policies, laws, rules, or regulations?
- Less than 1 year
- 1 or more years
- 2 or more years
- 3 or more years
- 4 or more years
- 5 or more years
- I do not have this experience.
08
Please indicate which computer software programs you can operate with an advanced competency:
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Outlook
- I do not have an advanced competency in any of these computer software programs.
09
Please briefly explain what customer experience means to you.
10
How did you hear about this job posting?
- Careers.wa.gov
- Friend
- Indeed
- Job Fair
- Job Board
- Other
11
We would like to know where you heard about this position.If you selected College Job Board, Job Fair, Job Board, or Other, please let us know the specific name of the college, job board, or place you heard about this position.If you selected a specifically named job board or webpage (listed above), please enter “n/a”.
Required Question