XM Program Analyst

Come Join the City of Bellevue!

Please fill out your application as fully as possible. The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. Read the Hiring Process section below to learn more.

New hires typically receive between minimum and midpoint however we may go slightly higher based on experience internal equity and market.

The Experience Management (XM) Program Analyst supports the development implementation and continuous improvement of the Development Services strategic and continuous improvement initiatives. This role focuses on enhancing both customer and employee experiences through data-driven insights stakeholder engagement and strategic program support. The role involves researching planning and presenting recommendations to enhance employee skills and organizational performance. The analyst will work cross-functionally to ensure that feedback mechanisms are effective actionable and aligned with organizational goals.

Essential Duties and Responsibilities

• Research collects analyzes and interprets customer and employee feedback data to identify trends and opportunities for improvement.
• Supports the design and execution of surveys focus groups and other feedback tools to capture meaningful experience data.
• Maintains reports and dashboards to assess performance highlight experience gaps and track progress on strategic and continuous improvement initiatives.
• Collaborate with department staff to translate insights into actionable recommendations that improve service delivery and employee engagement.
• Working with cross-departmental teams analyze and identify training needs and align with strategic plan goals and initiatives.
• Working with XM team coordinates the delivery of training programs from a variety of resources.
• Supports the coordination and execution of cross-departmental initiatives and ensure alignment with strategic priorities.
• Provides a variety of administrative support and assists department staff as needed

Supervision Received and Exercised:

• Works under the general supervision of a manager.
• Does not have formal supervisory duties but may lead others in the coordination of a specific system service or program.

Knowledge Skills Abilities and Competencies

• Strong analytical skills with the ability to interpret complex data and present insights clearly in presentations and reports

• Knowledge of the principles and practices of public sector organization and program operations.
• Knowledge of project planning scheduling monitoring and problem solving.
• Knowledge of current trends and practices in continuous improvement and experience management programs.
• Ability to establish and maintain effective working relationships with city staff and the community.
• Ability to communicate clearly and effectively both verbally and in writing.
• Ability to learn and interpret applicable federal state and local laws and regulations.
• Skill in collaboration working in a diverse environment and developing partnerships.
• Skill in responding to questions and concerns to provide excellent customer service.
• Experience working with Experience Management platforms such as Qualtrics or other survey tools preferred.
• Skill in operating a personal computer and using software like Outlook Excel PowerPoint and Acrobat. Skill in creating engaging content using software tools such as Canva and Camtasia.

Core Competencies

• Customer Focus: We are focused on the needs of the customer and on developing strong relationships with our customers.
• Instills Trust: Through authenticity integrity and honesty we gain the trust and respect of all of those with whom we work.
• Communicates Effectively: We understand the need to develop multimode forms of communication to address the needs of all of the audiences with whom we are engaging.
• Cultivates Innovation: We are focused on generating new and creative ways for our organization to be successful.
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.

Education Experience and Other Requirements

• Graduation from a college or university with a degree in business public administration/policy communications or another related field.
• Two or more years of experience in customer service data analysis or program coordination.
• Or the equivalent combination of education experience and training that provides the required knowledge skills and abilities.

Physical Demands

• Work involves moving communicating operating objects tools or controls and reaching.
• Vision abilities required by this job include close vision distance vision peripheral vision depth perception and the ability to adjust focus.
• The employee may be required transport position install and/or move objects up to 20 pounds.
• The noise level in the work environment is usually moderately quiet while in the office or moderately loud when in the field.

FLEXIBLE/HYBRID WORKING

A hybrid work schedule is available for this position after an orientation period. Remote work for this position is subject to the departments operational needs and will be discussed with candidates during the selection process. Full-time remote work is not an available option. Once hired employees must reside in the State of Washington and within reasonable commuting distance to Bellevue City Hall.

HIRING PROCESS
The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. To evaluate all candidates fairly and equitably the City will make all applicants anonymous when we are screening the applications. We will redact information from our application such as your name address and other demographics. To help us please complete the online application form as fully as possible.

• Answer the Supplemental Questions when requested which can be found on the Questions tab of the Job posting.
• We do not accept resumes and cover letters during the anonymous application screening stage unless otherwise stated in the job description.
• Applicants advancing to the next stage may be required to provide a cover letter resume writing sample and references.

CONDITIONS OF EMPLOYMENT

• All candidates will be required to establish employment authorization and identity at the time of hire. The City is not able to sponsor work visas.
• All positions require the completion of references checks including at least one prior supervisor.
• Some positions may require completion of a criminal background checkprior to start employment
• Some positions may require obtaining a commercial drivers license (CDL) licensures or additional certifications.

At the City of Bellevue youll be part of a team committed to providing exceptional customer service upholding the public interest and advancing the community vision. The six essential and enduring principles that guide our individual actions our interactions and our decision making in the City of Bellevue organization is: Exceptional Public Service Stewardship Commitment to Employees Integrity Innovation and Diversity Equity & Inclusion. Youll work in an environment that is innovative collaborative future focused and committed to excellence. Bellevue welcomes the world. Our diversity is our strength. We embrace the future while respecting our past. Its what makes the City of Bellevue an exciting place to work live and explore.

Have we piqued your interest yet Come join our team! The City of Bellevue supports workplace diversity. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation marital status national origin genetic information disability age veteran status or any other protected status. Persons needing assistance with the application process may call the Human Resources Office at or .If you are invited to participate in the selection process and need ADA accommodations please notify HR before you are scheduled for an interview or testing.

The City of Bellevue participates in the E-Verify program. Learn more about the E-Verify program.

any technical difficulties with your application please contact the NEOGOV support line at .

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