Customer Technology, Channels & Products Principal Analyst na City of Tacoma, WA

About the Department

Join Tacoma Public Utilities (TPU) in a critical leadership role that helps shape the future of our customer experience! We're seeking an experienced and visionary Customer Technology, Channels & Products Principal Analyst to drive our customer technology strategy and deliver a seamless, personalized experience for our customers for this new team.

As the subject matter expert and leading role for customer-facing technologies, you will be responsible for developing and implementing TPU’s customer technology strategy and roadmap. This is a principal-level role that requires a strategic thinker with deep expertise in digital platforms and customer experience (CX) technologies. You'll serve as the product owner for major customer-facing systems, ensuring they align with our CX vision, operational needs, and security standards. This role will advise senior leadership across TPU on strategic technology improvements.

• Develop and lead the implementation of TPU's customer technology strategy and roadmap.
• Serve as the product owner for large, complex customer-facing digital platforms including:
  • Integrated Voice Response (IVR)
  • TPU Customer Engagement Portal
  • Customer notification systems
  • Lobby queuing and reservation systems
  • CXEA telephony program
• Identify gaps between the current and desired omnichannel future state, recommending and advocating for new technologies, channels, or services to improve both CX and operational efficiency, always through an equity lens.

• Partner with senior leadership across Customer Service, IT, Communications, and other departments to ensure a seamless, consistent, and personalized customer experience across all channels.
• Ensure products, platforms, and applications are designed with security in mind in partnership with cybersecurity, protecting highly sensitive customer information.
• Lead cross-functional project teams, developing project plans, schedules, and budgets; manage deliverables and progress toward project goals.
• Collaborate with the Journey Mapping & Process Improvement Senior Analyst to establish cross-channel listening points and stakeholder feedback loops to monitor customer satisfaction and effort.

• Develop and manage performance metrics, policies, and procedures to evaluate effectiveness and ensure compliance.
• Research, compile, and analyze complex strategic, operational, and financial data; present findings and provide recommendations to management.
• Lead the gathering of business and technical requirements for technology RFPs and purchasing, and lead business cases for technology projects.
• Manage assigned staff, including interviewing, selecting, conducting performance evaluations, coordinating training, and fostering a continuous learning and development culture.

Position Duties

Minimum Education*
Bachelor's degree in business administration, marketing, mathematics, statistics, economics or related field

Minimum Experience*
5 years of market research and analysis and product development experience including at least 1 year of project management experience

*Equivalency: 1 year of experience = 1 year of education

Desired Qualification
Supervisory experience

Other Qualifications

City of Tacoma Commitment to Diversity and Inclusion

At the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We're committed to eliminating racial and other disparities, and we actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all.

The City of Tacoma believes that diversity of thought, background, and experience contributes to our success and innovation. If you’re passionate about this role and our mission, we encourage you to apply. If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.

Interested individuals should apply online by completing the application and attaching a resume and cover letter by the closing date and time listed on the job announcement. Applications received without attaching the required materials may not progress in the selection process.

Get Assistance

For assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.

For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.

Communication with the City of Tacoma

We primarily communicate via email during the application process. Emails from Tacoma.gov and/or governmentjobs.com should be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.