What are the responsibilities and job description for the Customer Experience (CX) Program Analyst position at City of San Jose?
The City Manager’s Office provides strategic leadership that supports the Mayor and City Council in making public policy decisions and ensures the organization is delivering cost-effective services that meet the needs of our community with the highest standards of customer service. The City Manager’s Office also serves to guide fiscal and change management, the building and development of our workforce, and development of long term, data driven strategies to invest in the City’s future. The City Manager has designated five foundational strategic support areas aimed at ensuring organizational health and improving service delivery to the community. These five foundational strategic support areas include: delivering excellent customer service; closing racial and social inequities; structurally balancing the General Fund; driving organizational performance and making San José a great place to work.
The Customer Experience (CX) Transformation Team is leading a multi-year enterprise modernization initiative focused on improving how residents, businesses, and other stakeholders experience City services across departments and service channels. This work includes technology implementation, operational improvement initiatives, business process redesign, organizational change management, and cross-department coordination to support a more connected and customer-centered service delivery model.
The Customer Experience (CX) Program Analyst (Senior Executive Analyst) will support implementation and operational coordination activities associated with the City’s Customer Experience (CX) Transformation initiative.
This position serves as the primary lead for customer experience performance management, customer engagement, content strategy, and continuous service improvement activities associated with the City's Customer Experience (CX) Transformation initiative. The successful candidate will develop performance measurement frameworks, analyze customer feedback and service trends, facilitate process mapping and customer journey assessments, support implementation of operational improvements, and help departments enhance service delivery and customer experience outcomes.
This position is limit-dated through June 30, 2028.
Key Responsibilities
Key responsibilities include, but are not limited to:
- Develop and maintain customer experience performance measures, adoption metrics, and implementation success indicators
- Monitor customer feedback, service trends, and operational data to identify opportunities for improvement and inform decision-making
- Conduct process mapping, customer journey analysis, and operational assessments to identify service delivery improvement opportunities and support implementation of recommended changes.
- Lead the development, governance, and maintenance of customer-facing content, knowledge base materials, service information, scripts, and digital content to ensure accuracy, consistency, accessibility, and customer-centered design
- Coordinate public outreach, customer engagement, public awareness campaigns, and marketing activities supporting service improvements and CX Transformation initiatives
- Support governance meetings, action tracking, risk management, and cross-workstream coordination
- Support implementation teams by tracking progress, coordinating stakeholder activities, and monitoring organizational readiness efforts
- Other duties as assigned
Bachelor’s degree from an accredited college or university and four (4) years of professional level analytic and/or administrative experience. A master’s degree in public administration, business administration or related field is preferred, and can be substituted for one year of the required experience.
Desired Qualifications:
The ideal candidate will possess experience supporting customer experience transformation, operational modernization, organizational change management, data-informed decision making, and public-facing engagement initiatives. Successful candidates will be equally comfortable analyzing data, facilitating improvement efforts, coordinating implementation activities, and developing communications that support employee and customer adoption of change.
Desired qualifications for this position include:
- Performance Measurement & Data-Informed Decision Making - Experience developing customer experience and operational performance measures, analyzing service delivery results and customer feedback, and translating findings into actionable recommendations that improve service outcomes.
- Process Improvement & Customer Journey Analysis - Experience documenting and analyzing business processes, customer journeys, and service workflows to identify improvement opportunities and support implementation of operational changes.
- Content Strategy & User-Centered Design - Experience developing, managing, or governing customer-facing content, knowledge management resources, service information, website content, or digital communications, with an understanding of user-centered design, accessibility, and customer experience best practices.
- Strategic Communications & Information Design - Experience creating communication materials, presentations, web content, or customer-facing resources that translate complex information into clear, accessible, and actionable messaging
- Stakeholder Engagement & Community Outreach - Experience planning and executing stakeholder engagement, customer education, public outreach, community engagement, or marketing initiatives
- Organizational Change & Transformation Support - Experience supporting customer experience, service modernization, technology implementation, or other enterprise transformation initiatives
- Public Sector Operations & Governance - Understanding of public sector operations, governance, and service delivery environments
Preferred Certifications:
- Prosci, CCMP, or other Organizational Change Management certification preferred
- Lean Six Sigma certification preferred
Job Competencies
The ideal candidate will demonstrate the following competencies:
- Analytical Thinking: Approaches a problem or situation by using a logical, systematic, sequential approach.
- Communication Skills: Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills; displays openness to other people's ideas and thoughts.
- Problem Solving: Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.
- Initiative: Exhibits resourceful behaviors toward meeting job objectives; anticipates problems, is proactive, and avoids difficulties by planning ahead; displays willingness to assume extra responsibility and challenges; pursues continuing education opportunities that promotes job performance.
- Digital Fluency: Effectively leverages digital tools, technologies, and platforms, utilizing a forward-thinking mindset to drive organizational goals, enhance processes, lead innovation, make data-informed decisions, and foster a culture of adaptability and continuous improvement in a dynamic digital landscape.
- Multi-Tasking: Can handle multiple projects and responsibilities simultaneously; has handled a wide variety of assignments in past and/or current position(s)
- Teamwork & Interpersonal Skills: Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.
Selection Process
The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to job-specific questions. Candidates with the most relevant qualifications and experience will be invited to participate in the interview process. First round interviews are tentatively scheduled for the week of July 20, 2026. Second round interviews, if needed, are tentatively scheduled for the week of July 27, 2026.
If you have any questions regarding the duties for this position or the recruitment process, please contact Edwin Huertas, CMO Senior Executive Analyst, at 408-535-8100 or Edwin.Huertas@sanjoseca.gov.
You MUST answer all job-specific questions in order to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. Answers referring to a resume will be considered non-responsive and result in disqualification.
Supplemental Questions
- We recognize that Artificial Intelligence (AI) is becoming part of daily life and can be a valuable tool for learning, research, and professional growth. We encourage candidates to use AI responsibly as a support in preparing application materials, live assessments, and interviews. However, we value authenticity, accuracy and truthfulness. Application responses and interview answers must reflect the candidate’s own knowledge, skills, and experiences. While AI can supplement preparation, it cannot replace the originality and judgment we look for in our employees. This ensures fairness, transparency, and equity for all applicants in the hiring process.
- A. Yes, I acknowledge that I have read and understand the above statement regarding the use of AI in the application and interview process.
- Describe your experience analyzing or improving a business process, customer journey, or service delivery workflow. What approach did you use, what stakeholders were involved, and what improvements resulted from your efforts?
- Describe your experience developing communications, outreach strategies, marketing campaigns, or customer-facing content. How did you ensure your message was clear, effective, and reached the intended audience?
- The Customer Experience Transformation Team is responsible for measuring success, supporting organizational change, and helping employees and residents understand new ways of accessing City services. Why does this work interest you, and how has your experience prepared you to contribute in this environment?
Salary : $114,013 - $174,172