The Supervising Analyst of User and Customer Experience Analytics is a highly diverse role for researching, analyzing and reporting on client feedback across the organization. Incumbent will oversee implementing both a user experience (UX) and a customer experience (CX) research strategy by defining objectives via identifying needs of various stakeholders (e.g., research, program, community, leadership), facilitating a process for collecting data through multiple methods and translating those findings into actionable outcomes and following through on insights, ensuring they result in improved client experiences. Additional responsibilities will include:
Collaborating with cross-functional teams that include designers, developers, content strategists and project managers from program offices across DHS to improve and enhance client experiences.
Continuously advancing the customer experience measurement program; defining the UX and CX benchmarks or key performance indicators.
Overseeing all aspects of customer experience research including project design, data collection, analysis and reporting across multiple program offices.
Writing survey questions and discussion guides to collect actionable client data that will answer key organizational questions.
Working with stakeholders to collaboratively design and execute research studies that span the entire program development process.
Mentoring and training others to conduct user experience research.
Performing general duties related to coordinating and expediting projects.
Participating in the interview and selection of prospective staff.
Representing DHS on task forces, advisory boards and other community committees and agencies.
Supervising and providing guidance to up to two (3) Analysts:
Assigning deliverable job priorities and reviewing work produced for quality and efficiency.
Verifying staff time and attendance for accuracy and approving staff time, schedules (vacation, sick, personal and compensatory time) and travel requests.
Preparing, completing and signing-off on staff performance evaluations.
Master’s degree in a relevant field, plus five or more years’ professional level responsibility in human service programs or human development programs, including three years’ service in either program evaluation, quality assurance or data analysis (or a combination of these), plus previous supervisory experience. Valid driver’s license and access to a reliable vehicle are required.
About Allegheny County Department of Human Services (DHS):
DHS helps children grow up safer and healthier, older adults remain able to live independently, and neighborhoods to thrive. Its mission is to improve the health and well-being of people in Allegheny County.
DHS is the largest agency in Allegheny County government, with a budget of nearly $1 billion. DHS serves over 200,000 people a year through services that include: Protecting children and youth from abuse and neglect and preventing future occurrences of maltreatment; improving child wellness through family support, home visiting, early intervention and in-home services; providing treatment for behavioral health issues such as substance use disorders and mental illness; managing the care of adults with intellectual disabilities; preventing unnecessary nursing home stays; and services that prevent homelessness and provide shelter and housing for families and individuals.
Marc Cherna, the nationally-recognized Director of DHS, formed the department in 1997. He integrated several large organizations into one, which entailed integrating budgets, programs, information, and decision-making.
It is innovative. Most recently, the national attention and awards we’ve gotten are for how DHS integrates data and uses them to improve the safety and well-being of children, through tools that support front-line staff in making decisions (using predictive analytics).
DHS is diverse, but we strive to be even more inclusive. Our director has made it his top priority that DHS is “the kind of place where a diverse group of talented people want to come, grow, and do their best work.” This includes equity in hiring and advancement, as well as in unleashing the creativity and ideas of staff at every level of DHS.
It has strong, assertive leaders. Our director expects independent thinking by his team—which has an average tenure of 15 years of working together. He does not hire yes-people.
You can make a big impact here. We stand out as one of the best human services organizations in the country. But we need problem-solvers, innovators, and terrific leaders to make sure we are smart in how we use our funding so that we reach the people who most need our help to make their lives better.
In Allegheny County, we appreciate people who think big, act boldly, and care about making a difference.
You don’t have to be from here to feel at home, or to make your mark. With only 1.3 million people in the County, it’s small enough for motivated people to get things done.
But it’s large enough to enjoy amazing culture—from the August Wilson Center for African American Culture to the City of Asylum and the Museum of Beer and Pittsburgh Symphony Orchestra. If you play sports, you’ll find public courts and running trails and fields and rinks at nearly every turn. If you care about great education, you’ll find it at Carnegie Mellon University, the University of Pittsburgh and our other 50+ universities and colleges, and in our K-12 schools, including the Blue Ribbon Schools in eight of our school districts.
We’re one of the top places to live, buy a home, and raise a family:
Pittsburgh is the number one city in America to buy your first home (Business Insider)
During 2014, Pittsburgh was named the Most Livable City in the continental U.S., the second time since 2009 (The Economist)
We are the 3rd best city to live in, and the 2nd best city for millennials, from among 62 cities (WalletHub)
Our Children’s Museum is one of the Nation’s Ten Best Museums for Families
Our transformation from steel city to “Cool Town U.S.A.” (yes, we’ve been called that) took a lot of work. But there is so much more to do if Allegheny County is to be a great place for everyone who lives here.
That’s why Allegheny County is seeking talented people who care. Maybe they could earn a lot more money working for a corporation or for a large consultant or government. But they care about kids and social justice and communities. And they want to use their brains and skills to make life better for people who weren’t born on second base.
Those are the kinds of leaders we need, here at the Allegheny County Department of Human Services.