FRFS Customer Experience (CX) Analyst

: Company Federal Reserve Bank of Kansas City When you join the Federal Reserve - The nation's central bank - you'll play a key role, collaborating with leading tech professionals to strengthen and protect our economic, financial and payments systems. We dedicate more than $1 billion to technology each year to support the Federal Reserve and our economy, and we're building a dynamic and diverse team for our future. Bring your passion and expertise, and we'll provide the opportunities that will challenge you and propel your growth - along with a wide range of benefits and perks that support your health, wealth, and life. Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, Fedwire®,National Settlement Service (NSS), FedCash®1, FedACH®, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Over time, FRFS will offer an increasingly integrated set of Federal Reserve payment services, incorporating the FedNowSM Service upon its market entry in 2025. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, we will seek to provide a more robust and unified customer experience across our financial service offerings, and we will create new career growth opportunities for FRFS staff. FRFS is looking for a Customer Experience (CX) Analyst to join a new team focused on unifying the organization around a vision and plan for improving the end-to-end experience of Federal Reserve customers. The CX Analyst will play a key role contributing to a range of activities supporting the creation and implementation of a customer experience strategy. This role will work closely with the CX Strategist and across the organization with business partners and groups such as Product, Marketing, Operations, and Employee Experience. The level of work is considered intermediate, and staff must be able to work under general supervision. This position has no direct reports. What You Will Do:

• Plan, direct, and coordinate Customer Experience project activities and resources to ensure project goals are completed on time, within budget and with optimum quality; provides direction, prioritization, and conflict resolution in managing project teams to accomplish project objectives.
• Develop customer experience artifacts and presentations to support the work of the Customer Experience team.
• Develop internal and external communications for stakeholder groups, including use of innovative technologies to reach audiences.
• Collect and analyze customer feedback data to improve the overall experience. Research and develop key metrics and tracking mechanisms for customer experience.
• Provide support for strategic brainstorms, workshops, and journey mapping sessions.
• Supports department business operations, financial processes, budget monitoring, and improvement/efficiency initiatives.

Qualifications:

• Background in customer experience, user experience, research and analytics, digital marketing, and/or process improvement.
• Typically requires at least 3 years of relevant experience.
• Bachelor's degree or equivalent combination of related education and/or experience.
• Ability to manage multiple priorities simultaneously and demonstrate agility.
• Excellent written communication skills and critical thinking skills.
• Demonstrates aptitude to leverage relevant technology and software applications.
• Excellent attention to detail.

This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future. We offer benefits that go beyond the basics, featuring:

• Market-leading Medical, Dental, and Vision Insurance
• Tuition Reimbursement
• 401k/Thrift Plan
• Pension Plan
• Flexible Spending Accounts
• Life Insurance
• Vacation & Personal Time
• Paid Holidays
• Parental Leave
• Adoption Assistance
• Onsite Fitness Center
• Onsite Cafeteria
• Additional Convenience Benefits, Discounts and More…
• Subject to change based on District

Full Time / Part Time Full time Regular / Temporary Regular Job Exempt (Yes / No) Yes Job Category Other Work Shift First (United States of America) The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences. Privacy Notice