Customer Experience (CX) Program Analyst

City of San Jose • San Jose, CA

14h

About The Position

The City Manager’s Office provides strategic leadership that supports the Mayor and City Council in making public policy decisions and ensures the organization is delivering cost-effective services that meet the needs of our community with the highest standards of customer service. The City Manager’s Office also serves to guide fiscal and change management, the building and development of our workforce, and development of long term, data driven strategies to invest in the City’s future. The City Manager has designated five foundational strategic support areas aimed at ensuring organizational health and improving service delivery to the community. These five foundational strategic support areas include: delivering excellent customer service; closing racial and social inequities; structurally balancing the General Fund; driving organizational performance and making San José a great place to work. The Customer Experience (CX) Transformation Team is leading a multi-year enterprise modernization initiative focused on improving how residents, businesses, and other stakeholders experience City services across departments and service channels. This work includes technology implementation, operational improvement initiatives, business process redesign, organizational change management, and cross-department coordination to support a more connected and customer-centered service delivery model. This position is limit-dated through June 30, 2028.

Requirements

• Bachelor’s degree from an accredited college or university and four (4) years of professional level analytic and/or administrative experience.
• A master’s degree in public administration, business administration or related field is preferred, and can be substituted for one year of the required experience.

Nice To Haves

• Experience supporting customer experience transformation, operational modernization, organizational change management, data-informed decision making, and public-facing engagement initiatives.
• Experience developing customer experience and operational performance measures, analyzing service delivery results and customer feedback, and translating findings into actionable recommendations that improve service outcomes.
• Experience documenting and analyzing business processes, customer journeys, and service workflows to identify improvement opportunities and support implementation of operational changes.
• Experience developing, managing, or governing customer-facing content, knowledge management resources, service information, website content, or digital communications, with an understanding of user-centered design, accessibility, and customer experience best practices.
• Experience creating communication materials, presentations, web content, or customer-facing resources that translate complex information into clear, accessible, and actionable messaging
• Experience planning and executing stakeholder engagement, customer education, public outreach, community engagement, or marketing initiatives
• Experience supporting customer experience, service modernization, technology implementation, or other enterprise transformation initiatives
• Understanding of public sector operations, governance, and service delivery environments
• Prosci, CCMP, or other Organizational Change Management certification preferred
• Lean Six Sigma certification preferred

Responsibilities

• Develop and maintain customer experience performance measures, adoption metrics, and implementation success indicators
• Monitor customer feedback, service trends, and operational data to identify opportunities for improvement and inform decision-making
• Conduct process mapping, customer journey analysis, and operational assessments to identify service delivery improvement opportunities and support implementation of recommended changes.
• Lead the development, governance, and maintenance of customer-facing content, knowledge base materials, service information, scripts, and digital content to ensure accuracy, consistency, accessibility, and customer-centered design
• Coordinate public outreach, customer engagement, public awareness campaigns, and marketing activities supporting service improvements and CX Transformation initiatives
• Support governance meetings, action tracking, risk management, and cross-workstream coordination
• Support implementation teams by tracking progress, coordinating stakeholder activities, and monitoring organizational readiness efforts
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level