We are seeking a Client Experience Analyst to assist with implementing a customer experience (CX) research strategy by identifying needs of various stakeholders (e.g., research, program, community, leadership), collecting data through multiple methods and translating those findings into actionable insights that will support strategic decision making. Client Experience Analytics is a highly diverse unit for researching, analyzing and reporting on client feedback across Allegheny County’s Department of Human Services (DHS). This position collaborates closely with other analytic and technology units in the research office as well as with program offices and contracted providers. Additional responsibilities include:
Assisting in the development and design of research studies to collect client feedback regarding human service programs administered by DHS. Studies may focus upon programs, cross-system service utilization or consumer groups or service needs. This work may include data collection, cleaning and analysis; performing literature reviews; finding and obtaining secondary data sources; and gathering input from contracted providers, consumers, and DHS staff.
Developing an understanding of DHS’s services and systems and promoting the effective use of data for decision-making.
Sharing knowledge and findings through effective verbal and written presentations, to internal and to external stakeholders; writing detailed research reports describing the methodology, findings and recommendations of completed studies.
Using design thinking to support the development and implementation of service improvement strategies for DHS.
Assisting in the development and implementation of DHS’s client experience research agenda.
Bachelor’s degree from an accredited college/university in a related field, plus 2 years’ previous experience working with human services programs and/or client experience programs. Valid driver’s license and access to a reliable vehicle to navigate in the community for work related assignments.
Quantitative and qualitative research methods; a focus on human centered research is preferred.
Digital and innovative technology for customer feedback including IVR, web, chat, SM, social media, mobile/remote, online ethnography and photovoice/photo-elicitation.