Customer Technology, Channels & Products Principal Analyst

City of Tacoma (WA)•Tacoma, WA

40d

About The Position

Join Tacoma Public Utilities (TPU) in a critical leadership role that helps shape the future of our customer experience! We're seeking a skilled and visionary Customer Technology, Channels & Products Principal Analyst to drive our customer technology strategy and deliver a seamless, personalized experience for our customers for this new team. As the subject matter expert and leading role for customer-facing technologies, you will be responsible for developing and implementing TPU's customer technology strategy and roadmap. This is a principal-level role that requires a strategic thinker with deep expertise in digital platforms and customer experience (CX) technologies. You'll serve as the product owner for major customer-facing systems, ensuring they align with our CX vision, operational needs, and security standards. This role will advise senior leadership across TPU on strategic technology improvements.

Requirements

Bachelor's degree public or business administration, information technology or directly related field
5 years of progressively responsible analytical and/or functional analyst, user support or database work in area related to assignment including 1 year prior at senior, lead and/or supervisory level
Relevant education and experience may substitute for one another on a year-for-year basis.

Nice To Haves

Supervisory experience

Responsibilities

Develop and lead the implementation of TPU's customer technology strategy and roadmap.
Serve as the product owner for large, complex customer-facing digital platforms including: Integrated Voice Response (IVR) TPU Customer Engagement Portal Customer notification systems Lobby queuing and reservation systems CXEA telephony program
Identify gaps between the current and desired omnichannel future state, recommending and advocating for new technologies, channels, or services to improve both CX and operational efficiency, always through an equity lens.
Partner with senior leadership across Customer Service, IT, Communications, and other departments to ensure a seamless, consistent, and personalized customer experience across all channels.
Ensure products, platforms, and applications are designed with security in mind in partnership with cybersecurity, protecting highly sensitive customer information.
Lead cross-functional project teams, developing project plans, schedules, and budgets; manage deliverables and progress toward project goals.
Collaborate with the Journey Mapping & Process Improvement Senior Analyst to establish cross-channel listening points and stakeholder feedback loops to monitor customer satisfaction and effort.
Develop and manage performance metrics, policies, and procedures to evaluate effectiveness and ensure compliance.
Research, compile, and analyze complex strategic, operational, and financial data; present findings and provide recommendations to management.
Lead the gathering of business and technical requirements for technology RFPs and purchasing, and lead business cases for technology projects.
Manage assigned staff, including interviewing, selecting, conducting performance evaluations, coordinating training, and fostering a continuous learning and development culture.