Client Experience Analyst I

The Client Experience Analyst I serves as the primary point of contact for partners using SMHC-developed platforms, products, and materials, providing responsive client support across multiple channels and tracking each request from intake through resolution. The position supports partner onboarding, develops client-facing support materials, and identifies recurring issues to inform improvements to SMHC platforms and services.

The analyst tracks and reports client experience metrics, including request volume, response and resolution time, outreach reach, event attendance, and partner satisfaction, to center leadership, and uses partner feedback and service data to identify friction points and recommend process enhancements. The position also builds and sustains relationships with local, state, and national partners and supports consistent, accessible SMHC branding and outreach materials, ensuring that SMHC services remain responsive, effective, and aligned with USF standards and the center's mission.

The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg and USF Health. In 2025, U.S. News & World Report recognized USF with its highest overall ranking in university history, as a top 50 public university for the seventh consecutive year and as one of the top 15 best values among all public universities in the nation. U.S. News also ranks the USF Health Morsani College of Medicine in the highest tier, placing it as one of the top 16 medical schools in the nation and inside the top 10 among public universities. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $750 million in research funding in 2025 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of nearly $10 billion for the state of Florida. USF’s Division I athletics teams compete in the American Conference. Learn more at www.usf.edu.

Client Support for SMHC Platforms and Products: (50%)
◦ Serves as a first point of contact for partner questions, requests, and issues related to SMHC-developed platforms, products, and materials.
◦ Provides responsive client support through multiple channels, including email, phone, virtual meetings, and support systems, using effective questioning, active listening, and problem-solving to understand needs and resolve issues.
◦ Responds to requests received through shared inboxes, request forms, and support queues, resolving them directly where possible and routing items to the appropriate project lead or developer.
◦ Tracks each request from intake through resolution and follows up with the client to confirm the issue was resolved.
◦ Documents recurring questions and issues, and reports patterns to center leadership and product teams as improvement opportunities.
◦ Develops and maintains client-facing support materials, including onboarding guides, quick-reference documents, FAQs, and short tutorial videos.
◦ Supports partner onboarding to SMHC platforms, including account setup, orientation sessions, and initial troubleshooting.

Partnership Outreach and Engagement: (30%)
◦ Builds and sustains relationships with local, state, and national external partners, including districts, schools, community agencies, state entities, and professional associations, through introductory meetings, a scheduled cadence of check-ins with named partner contacts, and needs-assessment conversations that are documented in the partner contact record.
◦ Identifies opportunities to deepen partner engagement by understanding organizational needs and connecting partners with relevant SMHC services, training, resources, and expertise.
◦ Plans and executes outreach activities, including email campaigns, newsletters, listserv communications, webinars, and conference exhibits.
◦ Represents SMHC at conferences, district events, and professional meetings.
◦ Conducts timely and systematic follow-up with prospective and existing partners to cultivate relationships, understand emerging needs, and support continued engagement with SMHC.
◦ Maintains partner contact records and engagement history so outreach is coordinated and consistent across SMHC projects.
◦ Coordinates training events end-to-end, including scheduling, registration, logistics, participant communication, materials preparation, facilitator support, and post-event evaluation.
◦ Develops progress reports and summaries for partners, advisory groups, and funders, translating project data into clear and accessible formats.
◦ Collects partner feedback across touchpoints using methods such as surveys, interviews, focus groups, and journey mapping, and communicates findings to the SMHC team.
◦ Identifies friction points across the partner lifecycle, from first contact through onboarding, service delivery, and continuation, and recommends changes.

Branding and Marketing Materials: (10%)
◦ Supports the development and expansion of the SMHC brand, including logo usage, color and type specifications, iconography, and reusable templates, within USF brand standards.
◦ Designs one-pagers, service menus, slide and report templates, infographics, conference materials, and other marketing assets.
◦ Maintains the SMHC brand and template library so project teams can produce consistent materials without starting from scratch.
◦ Reviews materials produced across SMHC projects for brand consistency, plain-language clarity, and accessibility before external release.
◦ Develops and maintains web pages, landing pages, and social and email content that support outreach and dissemination.
◦ Ensures materials meet accessibility standards, including WCAG 2.1 AA and Section 508 requirements for color contrast, alternative text, and document structure.
• Process, Metrics, and Standards: (10%)
◦ Tracks client experience metrics, including request volume, response and resolution time, outreach reach, event attendance, and partner satisfaction, and reports them to center leadership.
◦ Documents and improves client support, outreach, and design workflows so they can be used consistently across SMHC projects.
◦ Stays abreast of best practices in client experience, visual communication, and accessible design.
◦ Adheres to USF standards and processes, including branding, records retention, and data privacy requirements.
◦ Performs other duties as assigned.

Process, Metrics, and Standards: (10%)
◦ Tracks client experience metrics, including request volume, response and resolution time, outreach reach, event attendance, and partner satisfaction, and reports them to center leadership.
◦ Documents and improves client support, outreach, and design workflows so they can be used consistently across SMHC projects.
◦ Stays abreast of best practices in client experience, visual communication, and accessible design.
◦ Adheres to USF standards and processes, including branding, records retention, and data privacy requirements.
◦ Performs other duties as assigned.

 

Minimum Education & Experience:
Bachelor’s Degree OR 1-2 years’ experience practicing user-centered design, UX/CX development, testing or related initiatives.

Degree Equivalency Clause: Four years of direct experience for a bachelor’s degree.
• Senate Bill 1310- The Florida Senate (https://www.flsenate.gov/Session/Bill/2023/1310) is conditional upon meeting all employment eligibility requirements in the U.S.
• SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
• A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required, not to exceed:
• (a) Two years of direct experience for an associate degree;
• (b) Four years of direct experience for a bachelor’s degree;
• (c) Six years of direct experience for a master’s degree;
• (d) Seven years of direct experience for a professional degree; or
• (e) Nine years of direct experience for a doctoral degree
• Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.
• Minimum Qualifications that require a high school diploma are exempt from SB 1310.

Preferred Qualifications: 
◦ Bachelor's degree, plus one to two years of experience in client or customer support, partnership and outreach, marketing and communications, graphic design, user-centered design, or related initiatives. At least one year of experience working in or directly with a school, school district, or other K-12 educational setting.

◦ Proficiency with support ticketing systems, CRM databases, data analysis and survey tools (e.g., Excel, Qualtrics), design and web content tools, and virtual meeting platforms; knowledge of WCAG 2.1 AA and Section 508 accessibility standards and data privacy requirements.

◦ Strong written and verbal communication, active listening, and problem-solving skills; customer-service orientation with the ability to build and maintain partner relationships; attention to detail, organization, and follow-through in managing multiple requests and projects; ability to work collaboratively across teams and translate complex information into clear, accessible formats.

◦ Knowledge of school mental health services and K-12 education systems, including districts, schools, community agencies, and state entities; familiarity with university administration and grant-funded project environments; understanding of client experience and customer service best practices; and awareness of data privacy requirements (e.g., FERPA, HIPAA) and accessibility standards applicable to public institutions.