Client Experience (CX) Specialist

Summary
The Client Experience Specialist will lead data collection efforts from individuals who have interacted with DHS and DHS-funded programs. They will play a hands-on role in all aspects of data collection, from recruitment and survey administration to focus group facilitation. The position is ideal for someone with lived or professional experience in human services who is passionate about using data to drive change. The Client Experience Specialist is an integral part of the Analytics, Technology and Planning (ATP) analytics team.  

The Client Experience Specialist is supervised by the Chief Experience Analytics Manager, Office of Analytics, Technology and Planning (ATP), and is indirectly supervised (employment practices) by a Great Lakes Behavioral Research Institute liaison.


Essential Duties and Responsibilities

• Lead qualitative data collection processes by designing and implementing protocols for gathering unstructured client experience data through interviews, focus groups, and other engagement methods.
• Administer surveys over the phone, in-person, and through other channels as needed, and accurately record responses.
• Build rapport with participants, ensuring respectful, empathetic, and trauma-informed engagement.
• Experiment and evaluate new tools and processes that scale collection and storage of unstructured data.
• Develop and maintain Standard Operating Procedures (SOPs) for data collection, storage, and quality assurance to ensure consistency and compliance with organizational standards.
• Manage incoming and outgoing communications through a shared CX email.
• Collaborate with internal stakeholders to leverage client experience insights for service improvement.
• Assist in organizing and storing qualitative data for downstream analytics, ensuring data integrity and accessibility for research and program teams.
• Enter and manage data using online data collection tools (Qualtrics), Microsoft Office Suite, and other technologies.
• Collaborate with program and research staff to adjust outreach strategies and improve response rates.

• Ability to interact with clients respectfully, clearly, and with empathy.
• Excellent verbal and written communication skills, with the ability to translate client feedback into actionable recommendations.
• Strong organizational and time management skills; ability to work independently and collaboratively in field and remote settings.
• Ability to work effectively with diverse populations, including cultural humility and sensitivity.
• Personal or professional experience with the human services system, and the ability to draw on this perspective in a productive and professional manner.
• Familiarity with local human services and social support programs (e.g., housing assistance, behavioral health, public benefits), and ability to connect individuals to appropriate resources as needed.
• Intermediate proficiency with Microsoft Office (Word, Excel, Powerpoint, Outlook), experience with survey software (Qualtrics, SurveyMonkey), and eagerness to learn other data collection tools or mobile applications.

Certificates, Licenses, Registrations
Act 33 and 34 clearances.


Salary and Benefits
The salary range for this position is $65,000 - $71,500 per year. 

GL benefits include:

• Medical, dental and vision insurance
• Generous paid time off: vacation, sick, personal, and bereavement
• Group term life and AD & D insurance
• Short- and long-term disability
• Employee Assistance Program
• 401K/403B Matching Plan
• Flexible Spending Accounts (FSA)

If hired for a position, candidates would work in the Allegheny County Department of Human Services as an employee of Great Lakes Behavioral Research Institute.

AN EQUAL OPPORTUNITY EMPLOYER - M/F/V/D