Customer Experience Program Administrator

Customer Experience Program AdministratorCome 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.Job SummaryAs 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 community. In 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. You'll 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 you're passionate about data-informed service improvement, teamwork, and creating positive experiences for the community, we invite you to apply.Essential Duties and ResponsibilitiesAdminister 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.QualificationsKnowledge, 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 in program 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.Supplemental InformationPhysical 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 department's 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 ProcessThe 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 EmploymentAll 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 check prior to start employmentSome positions may require obtaining a commercial driver's license (CDL), licensures, or additional certifications.At the City of Bellevue, you'll 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. You'll 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. It's 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 425-452-6838 or recruiting@bellevuewa.gov.