Shire Jobs

Are you passionate about improving the customer experience and elevating their satisfaction through actionable insights derived from customer interactions? Would you thrive leading dynamic and inquisitive focus groups dedicated to growth in delivering exceptional service? Are you an exceptional communicator who enjoys producing clear and engaging content and reports? And, is working in a culture of diversity, inclusion, accessibility and belonging, important to you? If your answer is Yes, this role as the *Customer Experience Manager -- Management Analyst 5 *may be the perfect opportunity for you!

Duties:

This recruitment will remain open until filled. Applicants who apply prior to December 15, will get first consideration. The hiring manager reserves the right to make a hiring decision at any time during the recruitment process. 

The Opportunity: *We are looking for a results-driven *Customer Experience Manager. This pivotal role will be responsible for leading the agency in improving the overall customer experience. You will be responsible for expanding the agency's customer experience program, leading and overseeing complex cross-functional and cross agency focus and project groups, and providing recommendations to the agency's Executive Leadership Team.

Some of what you'll do includes:

• Planning, organizing, leading, and facilitating customer focus groups and/or complex projects involving agency-wide initiatives focused on improving the customer experience at Department of Retirement Systems (DRS).
• Collecting and analyzing data from customers, focus groups, and a variety of surveying touch points to identify key themes and insights and reporting findings, potential improvements, interventions, and actionable recommendations to agency leadership.  
• Improving correspondence, outreach, and other materials, including, but not limited to, crafting and conducting engaging and comprehensive customer feedback surveys, producing relevant focus group discussion guides and materials, and preparing thorough and clear reports and recommendations.  
• Providing expert-level advice and consultation across agency departments and with outside organizations to identify and resolve complex, unprecedented issues related to the agency's strategic plan and initiatives. 
• Monitoring and evaluating the effectiveness of changes implemented based on customer feedback, making further adjustments as necessary. 
• Staying informed about industry best practices and emerging trends in customer experience management, applying relevant knowledge to the organization's strategies to bolster effectiveness and efficiency. 

NOTE: * *This position is remote during the typical workweek. *The ability to work remotely is dependent on the presence of a remote work environment that is safe and has an appropriate level of reliable connectivity. You must live within a reasonable commuting distance (within 50 miles radius) to the DRS building in Tumwater, WA, and must be willing to adjust your telework schedule to attend in-person mandatory meetings, in-person focus groups, trainings, etc., at the DRS facility.*

Qualifications:

*What we're looking for (required qualifications): *

Proven leadership, facilitation and oversight in: 

Planning, designing and facilitating engaging customer focus groups or feedback sessions; and

Designing and administering targeted feedback surveys across multiple platforms, ensuring high response rates and data reliability; and

Co