Customer Experience Program Administrator

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.

As the Customer Experience Program Administrator you will join our Development Services team and play a key role in shaping an exceptional customer experience for the Bellevue this collaborative and forward-focused role you will partner with staff cross-departmental teams and business units to improve customer interactions and enhance service delivery across the organization. You will coordinate special projects for leadership support strategic initiatives and help turn customer feedback into meaningful action.

Your work will include gathering and analyzing customer and employee satisfaction data preparing clear reports and presenting insights that guide decision-making. Youll collaborate with leaders staff and customers to identify service challenges recommend improvements and support changes to processes systems and policies that strengthen our customer-centric culture. If youre passionate about data-informed service improvement teamwork and creating positive experiences for the community we invite you to apply.

• Administer customer experience programs and or internal projects provide support information and recommendations to leadership and cross-departmental teams ensuring alignment with Citywide initiatives.
• Implement action plans as appropriate for a variety of projects and ongoing programs related to customer experience and/or business process. Works closely with department leadership and the Customer & Employee Experience Program Manager in the design and implementation of initiatives and systems that optimize the city and Development Services strategy structure processes and culture.
• Leads and facilitates change management initiatives.

• Partners with cross departmental teams on customer communication and feedback through multiple channels such as meetings research projects satisfaction surveys newsletters focus groups website Intranet etc.
• Regularly monitors the Development Services performance and satisfaction changes by evaluating performance metrics and promoting a culture of customer centric behavior.
• Serves on the Development Services Experience team to conduct research projects design digital engagement feedback loops analyze data create reports and presentations and work to further develop project plans and detailed action plans.
• Works with all levels within Development Services to problem solve develop policy options and recommendations and implement programs and workplan items as needed.

Supervision Received and Exercised:

• Works under the general supervision of the Customer & Employee Experience Program Manager.
• No formal supervisory responsibilities.

Knowledge Skills Abilities and Competencies

• Specific knowledge of research based methodologies and practices designing surveys digital engagement strategies and data management and analysis.
• Knowledge of project management and business process improvement strategies.
• Ability to provide leadership and direction for design of customer engagement and organizational programs.
• Ability to integrate systemic change programs.
• Experience working with management through the executive level and cross functional teams.
• Ability to influence and lead work teams motivate staff work collaboratively and positively influence and persuade others specifically without supervisory authority.
• Ability to establish and maintain cooperative working relationships.
• Skill in facilitation and presentation.
• Skill inprogram and project management.
• Outstanding written verbal and interpersonal communication skills.
• Strong analytical detail-oriented and organizational skills.
• Ability to research complex issues and develop recommended action plans; ability to problem-solve.
• Ability to meet deadlines follow-up and follow-through as required.
• Ability to plan organize and facilitate meetings including agenda preparation minutes and other documentation.
• Experience using survey and experience management technology platforms.

Education Experience and Other Requirements

• Graduation from an accredited four-year college or university with a degree in business or public administration or communications.
• Three to five years of professional related experience in administering programs preferably in the public sector which experience includes analytical duties.
• Or any equivalent combination of education experience and training that provides the required knowledge skills and abilities.

Physical Demands

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work involves walking talking hearing using hands to handle feel or operate objects tools or controls and reaching with hands and arms.
• Vision abilities required by this job include close vision and the ability to adjust focus.
• The employee may be required to push pull lift and/or carry up to 20 pounds.
• The noise level in the work environment is usually moderately quiet.

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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