Customer Experience Manager

The Customer Experience Manager is responsible for representing and promoting the City’s commitment to the A.C.E. Initiative (Accurate, Courteous, and Easy customer service) as part of our responsibilities to residents, guests, businesses and other members of the community. The position is also responsible for managing and executing designated activities regarding the perceptions and expectations of customers, as well as making recommendations on potential improvements. To be successful in this position, this person must always be able to deliver exceptional service and serve as a role model to other employees in attitude and performance representing the City of Somerville with professionalism, enthusiasm and respect.
 

Essential Functions:

• Plan and coordinate departmental role or functions at select City-Sponsored events, including: promotion of services, important announcements, customer surveys, etc.
• Plan and coordinate Customer-focused events with department head to improve service delivery such as identification of key touchpoints, developing customer journey maps, service blueprints and Voice of Customer-related initiatives
• Work with department head to provide direct customer experience trainings within city
• Work with Constituent Services staff to identify and resolve concerns that will improve user experiences, making internal recommendations for future improvements
• Work with Communications staff to promote engagements through social media (primarily Facebook and Twitter) to gather better customer feedback and suggestions
• Coordination with Somerstat staff to integrate customer data such as: Net Promoter Score (NPS), Customer Satisfaction (CSAT) and other customer insights such as behavioral analysis to drive improvements
• Successful identification, support and delivery of solutions that support improved customer experience and service delivery within 3-1-1/Constituent Services and our business partners

• Knowledge, Abilities and Skill

Knowledge: Understand the importance of Customer Experience within the City’s core values and know how develop opportunities into tangible improvements. Complete knowledge and mastery of Microsoft Office Suite, including Word, Excel, and PowerPoint; superior knowledge of front-end interface and backend analytics of Facebook, Twitter and other social media tools.

Abilities: Ability to work independently and under pressure; ability to maintain, manage, and organize complex data sets; ability to clearly articulate this information in verbal, written and visual presentations; ability to handle problems effectively in response to day-to-day crises; ability coordinate events; ability to train and coach others on best practices in customer service; ability to operate a computer; ability to deal appropriately with all customers, internal and external.  Ability to understand and meet the demands of a customer-centric environment that coordinates with multiple internal teams and promote A.C.E. values. Able to have difficult conversations, clearly explain complex initiatives and policies to gain better understanding and support

Skill: Excellent interpersonal, organizational and team-building skills; excellent technical skill in the use of web-based applications and all work-related software applications; excellent planning. Demonstrates high personal standards, able to identify positive outcomes in bad situations, and serve as a role model for service and logistical coordination, and meeting facilitation skills.  Strong conceptual, analytical, verbal and written communication skills; ease with creative thinking, idea generation, and brainstorming.

Work Environment                                                                                                  

The work environment involves everyday discomforts typical of offices, with occasional exposure to outside elements and travel within the City.  This may include: other city and school buildings, business and residencies. Noise or physical surroundings may be distracting, but conditions are generally not unpleasant.  Employee may be required to work beyond normal business hours in response to attend evening meetings, weekend events or complete work assignments with set deadlines.

The physical demands 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 position’s essential functions.

Physical Skills

Minimal physical demands are required to perform the work. Work effort principally involves sitting to perform work tasks, with intermittent periods of stooping, walking, and standing. There may also be some occasional lifting of objects such as office equipment or photocopy paper (up to 30lbs.).

Motor Skills

Duties are largely mental rather than physical, but the job requires minimal motor skills for activities such as moving objects, operating a telephone, personal computer, peripherals, and/or most other common office equipment.

Visual Skills

Visual demands require constantly reading documents for general understanding and analytical purposes.

 This position will remain open until filled. Send your resume and cover letter to:

City Hall Personnel Office
93 Highland Avenue
Somerville MA 02143
Fax: 617-666-4426
TTY: 1-866-808-4851
Email: employment_opportunities@somervillema.gov

City of Somerville residents are especially encouraged to apply.

The City of Somerville is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, sex, religion, age, national origin, disability or any other protected category. Women, minorities, veterans, and persons with disabilities are encouraged to apply. Auxiliary aids and services, written materials in alternative formats, and reasonable modifications in policies and procedures will be provided to qualified individuals with disabilities free of charge, upon request.

Individuals with disabilities who need auxiliary aids and services for effective communication, written materials in alternative formats, or reasonable modifications in policies and procedures, in order to access the programs and activities of the City of Somerville or to attend meetings, should contact the City’s ADA Coordinator, Nency Salamoun, at 617-625-6600 x2323 or NSalamoun@somervillema.gov.