Administrator of Digital Customer Experience & Insights - 353

Administrator of Digital Customer Experience & Insights Leads the coordination of VIA's digital customer experience across platforms and ensures customer feedback is translated into operational action across the organization. Responsible for overseeing digital engagement operations, including monitoring, triage, escalation, and response coordination across digital channels. Coordinates integration of digital customer feedback into Customer Assistance Forms (CAF) workflows, ensuring timely escalation, tracking, and resolution of issues. Analyzes customer sentiment and identifies trends, risks, and systemic issues to inform operational decisions. Develops actionable insights by combining digital feedback with call center and operational data in collaboration with the Call Center Analyst. Engages in client services coordination with agency's Customer Relations social media contractor. Ensures the chatbot platform is monitored and updated to effectively respond to customer queries and that digital and social media channels are operating effectively to serve the needs of the customers. Essential Functions: Serves as a cross-functional connector between Customer Service, Marketing, IT, and Operations to ensure alignment of customer experience across channels. Confers with agency departments to develop accurate and timely responses to customers' inquiries and concerns submitted through digital and social media channels and ensures they are documented within VIA's CAF system. Oversees monitoring of digital channels and supports in-house or vendor-based engagement models as applicable. Develops responses to customer queries and communications that align with VIA's mission, vision, tone, and goals for a positive customer experience. Ensures response quality, accuracy, and consistency while identifying patterns in customer inquiries and confusion. Produces integrated reporting for leadership combining digital engagement, call center performance, and customer sentiment trends. Leads vendor performance management and ensures alignment with operational and customer experience goals. Works with VIA's Customer Relations social media contractor to ensure that their reporting meets VIA's needs and is capturing data, trends, analysis, KPIs and findings important to meeting the goals and effectiveness of the agency's customer relations social media program. Actively monitors the social media contractor to ensure that the contractor is following established guidelines and protocols established by VIA and operational decisions are in the best interest of VIA and apprise contractor as necessary. Serves as the point of contact to review contractor performance reporting to ensure contractor is meeting performance standards. Monitors, researches, and reports on trends and findings from chatbot and digital communications activity. Oversees chatbot performance, escalation pathways, and knowledge base alignment to improve customer self-service outcomes. Monitors customer discussion forums and responds in a timely manner to customers' inquiries and requests. Compiles data and prepares reports on usage statistics and trends. Maintains a working knowledge of VIA services and programs to effectively respond and communicate with customers through the agency's digital and social media channels. Works closely with cross-functional teams to ensure that all customer facing digital and social media channels and technology is operating efficiently and correctly to provide the best customer experience. Reviews digital content for optimal customer engagement. Supports readiness for customer-facing changes by identifying confusion trends and coordinating improvements to messaging, FAQs, and training materials. Identifies recurring issues across customer-facing technologies and ensures insights are shared with appropriate departments for resolution and improvement. Create innovative communications opportunities in response to concerns and information from customers submitted through digital channels in collaboration with the Marketing department as needed. This job description excludes marginal functions that are incidental to performing the job. Other duties may exist. Required Education and Experience: Bachelor's Degree in Communications, Public Administration, Business or related field and three (3) years' experience digital engagement, analytics, and customer experience operations. Experience may be substituted in lieu of education on a year-for-year basis up to four (4) years. Preferred Qualifications: Experience with social media platforms and reporting tools preferred. Additional Requirements: Must have excellent verbal and written communication skills including writing, spelling, proofreading, grammar, punctuation, and development of social content. Must possess strong organization, prioritization, and time management skills. Demonstrated ability to work independently, as well as part of a team. Must be able to work well with a wide range of people and entities. Must be able to communicate effectively with customers and targeted customer groups through the use of VIA's digital and social media channels. Must possess strong analytical and networking skills. Must possess prior experience in online marketing, public relations, and engagement strategies. Must be able to work in a fast-paced environment. Must be able to summarize key points in an oral and written format succinctly. Must have excellent skills in utilizing and managing accounts with digital and social media channels and social media apps. Must be able to develop and interpret analytical reports. Must be able to maintain good work attendance. Safety Accountability Statement: - Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers. - Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security. - Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department. - Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used. Must comply with and support all applicable VIA EEO Policies and Procedures. Physical Requirements: Physical ability required to be mobile, bend, stoop, stand, reach, and occasionally lift 5-25 pounds of objects, such as files, equipment and supplies, and books. Work Environments: Work involves deadlines and multiple, often competing priorities. Works within normal office environment. Frequent evening and weekend work required. VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.