Customer Experience Project Specialist

General Position Summary

Job Number 2026-00042

King County Library System is seeking a detail-oriented and proactive Customer Experience Project Specialist to join our team. The Customer Experience Project Specialist develops, implements, and manages assigned projects and programs that enhance library services and community engagement. This position collaborates with internal and external stakeholders to design and execute initiatives that align with strategic priorities. While all incumbents have an assigned focus area of project-based work, some responsibilities may include overseeing ongoing programs using project planning and oversight functions under Coordinator supervision.

Required: Applicants must attach a current resume and cover letter which addresses relevant work experience, education, and training as it relates to this position.

About King County Library System (KCLS)

KCLS has a vision of a world where knowledge allows diverse communities to prosper and grow. In order to support this vision, we create opportunities through meaningful connections by acting as the knowledge sharing center for over 1.5 million diverse patrons, providing an unparalleled collection of library materials, resources, technology, services, and programs.

Approximately 1,000 engaged and passionate staff provide service in 50 community library locations and patron engagement using direct outreach, programs, and virtual assistance. Our service area includes cities, towns, tribal lands, and unincorporated districts of King County, with the exception of the city of Seattle.

From a 2021-2022 comprehensive Diversity, Equity, and Inclusion (DEI) Assessment Demographics and Language Report, of the more than 1.5 million residents who live within the KCLS service area, almost half identify as Black, Indigenous, or People of Color (BIPOC). Moreover, roughly one-third of the KCLS community speaks a language other than English as their first language.

The King County Library System values the diverse perspectives, lived experiences, and cultures of all qualified individuals. We seek applicants that reflect the diversity of the communities we serve and encourage individuals of all backgrounds to apply, including BIPOC (Black, Indigenous, and other people of color), immigrants, refugees, women, LGBTQIA , individuals with disabilities, veterans, etc.

KCLS welcomes reasonable accommodations for persons with disabilities as an opportunity to assist qualified individuals to participate in the job application or interview process and/or perform the essential functions of the position upon hire.

Need an accommodation to apply or interview? Call (425) 369-3224 or email employment@kcls.org .

KCLS ensures equal opportunities and consideration for all job applicants, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. KCLS does not tolerate discrimination or harassment during any stage of employment, including in recruiting, hiring, promotion, termination, leave of absence, compensation, or training.

Examples of Duties

Essential Duties

The items listed in this section are the key duties and responsibilities for this job and do not represent an exhaustive list. Our organization is dynamic and therefore duties may change based on business necessity; however, any new duties will remain within the scope of the job.

• Designs, delivers, manages, and evaluates projects and programs that support the library’s mission and service goals.
• Partners with departmental team members to develop and implement projects, programs, and services that address community needs and align with strategic priorities.
• Serves as a subject matter expert in assigned focus area, providing insight and guidance on best practices, trends, and innovations.
• Assists with training development and delivery, including content creation and production of training manuals and materials, to support staff and stakeholders in project execution.
• Cultivates strategic partnerships with service departments, community libraries, and external organizations such as schools, neighborhood associations, and service groups to expand program reach and impact.
• Leads and supports volunteer coordination, vendor relationships, and independent contractor engagement assigned projects and programs.
• Identifies and recommends new projects, policies, and service strategies, and services that align with KCLS priorities and enhance public service delivery.
• Assists in planning, promoting, and evaluating departmental grant work, ensuring alignment with funding requirements and objectives.
• Collaborates with team members and leadership to schedule and optimize project and program delivery, addressing challenges proactively.
• Manages budget tracking and reporting related to assigned work.
  
  

Secondary Duties

• Conducts clerical duties associated with project/ program activities.
• Attends and actively participates on internal and external committees.
• Maintains professional expertise to provide relevant subject matter expertise.
• Performs other related duties as assigned.
  
  

Core Competencies

Each KCLS position has job-specific competencies. These competencies describe characteristics needed for optimum performance in the position. In addition, there are organizational competencies applicable to all positions at KCLS that encompass the culture and set expectations for how work is performed.

Organizational Competencies

• Valuing Diversity
  
  

Manages relationships with all kinds and classes of people inclusively and equitably. Respects, values, and encourages the unique dimension each employee adds to the organization and each member of the community brings to the whole. Seeks opportunities to learn about differences.

• Customer Focus
  
  

Primarily focused on customer needs. Able to deliver high-quality, value-added services. Constantly strives to find new ways to increase customer satisfaction and understanding, foster equitable services, and forge meaningful connections.

• Ethics, Values and Judgement
  
  

Exercises best judgment, trustworthiness, and professional standards of conduct. Consistently demonstrates organization’s values, moral principles, and accountability in behavior, character, and action. Defends intellectual freedom and confidentiality.

• Professional and Technical Knowledge
  
  

Demonstrates proficiency in professional and technical skills and/or knowledge in position-related areas. Purposely keeps up with current developments and trends in areas of expertise, in order to better foster personal success and connections for others.

Job-Specific Competencies

• Interpersonal Savvy
  
  

Relates well to all kinds of people at all levels, both internally and externally. Builds appropriate relationships. Interactions are often purposeful and constructive.

• Organizing and Planning
  
  

Establishes courses of action for self. Can influence others to ensure that work is efficient. Appropriately sensitive to real restraints on time and resources. Willing to take a risk.

• Dealing with Ambiguity
  
  

Can shift gears comfortably. Can decide and act without the total picture and comfortably handle risk and uncertainty. Does not exhibit excessive need to control or track. Can ‘let go’ and move forward in uncertainty.

• Teamwork/Collaboration
  
  

Works cooperatively and productively with others to achieve goals and deliverables. Is aware of, utilizes and celebrate their own and team member’s strengths and differences.

Desired Minimum Qualification

Education And Experience

The items listed below are the minimum requirements for the job and are relevant to this position. The organization values both work experience and education and realizes that individuals take different paths to acquire knowledge.

• Bachelor’s degree from an accredited school in education, social sciences, social work, or related field.
• Three years of experience in facilitating project-based solutions, developing training, and/or managing volunteers.
• Any equivalent combination of education and experience that provides the necessary qualifications to successfully perform the duties of the position will be considered.
  
  

Knowledge and Skills

• Proficiency in software programs including PowerPoint, Word, and Excel.
• Skills to manage time and prioritize work to meet deadlines.
• Skills to work on several activities at the same time while keeping track of progress and challenges.
• Model for customer service mindset and delivery.
• Highly organized and detail oriented.
• Flexible and adaptive to changing needs and priorities.
• Project development and management skills.
• Effectively designs, implements, and evaluates programs and services.
• Well-developed verbal, active listening, and written communication with various and diverse audiences.
• Develop and maintain cooperative working relationships.
  
  

Professional Licenses and Certifications

A valid Washington driver’s license

Physical Demands & Work Environment

Work Environment

Work is performed in a typical office environment. Work schedule may include occasional early morning and/or evening meetings or commitments. Occasional travel within service area is required. Incumbent may be permitted hybrid telework schedule upon request.

Physical Demands

While performing the duties of this job, the employee will:

• Constantly sit throughout work shift and frequently will stand and walk.
• Frequently reach out at chest level with hands and arms and occasionally reach up or down.
• Constantly use hands in conjunction with frequent finger use. Keyboarding may be repetitive up to frequently.
• Rotate neck up to occasionally.
• Change tasks depending upon the shift.
• Require extensive close work, including use of a computer monitor.
• Occasionally operate foot controls.
• Occasionally lift and carry up to 10 lbs. and seldom lift and carry up to 20 lbs.
• Seldom push or pull carts and wheeled equipment with light force