Customer Experience Program Administrator

City of Bellevue, WA • Bellevue, WA

27d • Hybrid

About The Position

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 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.

Requirements

• 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.
• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Executive, Legislative, and Other General Government Support
• Number of Employees: 501-1,000 employees