The New York City Employees’ Retirement System is recruiting for one (1) Full-Time Customer Experience Analyst. Reporting to the CX Lead, the CX Analyst will be responsible for examining customer journeys and experiences across various touchpoints with NYCERS to assist in identifying areas for improvement. This role involves working closely with the CX Lead to collecting and analyzing data, conducting research, while collaborating with cross-functional NYCERS teams to enhance customer satisfaction and drive a great customer experience for the clients who serve the City of New York.

Key Responsibilities

- Data Analysis: Collect and analyze customer feedback and interaction data using various tools and methodologies. Identify trends, patterns, and insights that inform strategic decisions.
- Customer Journey Mapping: Create and maintain customer journey maps to visualize and understand the customer experience. Highlight pain points and opportunities for improvement
- Reporting: Develop dashboards that communicate findings and recommendations to the CX Lead for presentation to the stakeholders and to initiate corrective action planning.
- Collaboration: Work closely with NYCERS Communications, Business Operations, Innovation and Transformation, IT and Customer Service Teams to implement customer experience improvements and ensure alignment with NYCERS Strategic Goals for customer experience.
- Research: Conduct qualitative and quantitative research, including surveys, interviews, and focus groups, to gather customer insights and feedback.
- Benchmarking: Monitor industry trends and best practices in customer experience to ensure the NYCERS stays competitive and meets customer expectations.
- Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs and preferences in decision-making processes.
- Performance Monitoring: Track key performance indicators (KPIs) related to customer experience and recommend actions to the CX Lead to improve these metrics.

COMMUNITY COORDINATOR - 56058

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

- Experience in data analysis, customer service, customer experience, or related roles. - Proficiency in analytical tools and software (e.g., Excel, CRM systems, data visualization tools). - Strong communication and presentation skills. - Ability to work collaboratively in a team environment. Candidates will be given preferred consideration for the following experience: - Knowledge of customer experience frameworks and methodologies - Experience with customer journey mapping tools - Familiarity with statistical analysis and data interpretation. - Passion for understanding customer needs and enhancing their experience

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.