Client Experience Specialist - Data-Driven Impact

alleghenycounty; Pittsburgh (Allegheny County); On-site; USD 65,000 - 71,500; Full time

Job summary

Allegheny County Department of Human Services (DHS) is seeking a Client Experience (CX) Specialist to lead data collection from individuals engaged with DHS programs. The role focuses on interviews, surveys, and focus groups to capture unstructured client feedback for service improvements.

You will manage data collection workflows, ensure trauma-informed approaches, and collaborate with program teams to translate insights into actions. Bachelor’s degree required and DHS experience is a plus.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Ability to design and implement data collection protocols.
• Experience with interviews and focus groups.
• Trauma-informed, culturally humble approach to client work.
• Experience in human services or DHS familiarity is a plus.

Responsibilities

• Lead qualitative data collection through interviews, focus groups, and other methods.
• Administer surveys by phone, in-person, or other channels and record responses.
• Build rapport with participants in a respectful, empathetic way.
• Evaluate and scale new tools for data collection and storage.
• Create SOPs for data collection, storage, and QA to ensure consistency.

Skills

Qualtrics

Survey administration

Focus groups

Data collection

Microsoft Office

Education

Bachelor's degree

Tools

SurveyMonkey

Job description

Allegheny County Department of Human Services (DHS) is seeking a Client Experience (CX) Specialist to lead data collection from individuals engaged with DHS programs. The role focuses on interviews, surveys, and focus groups to capture unstructured client feedback for service improvements.

You will manage data collection workflows, ensure trauma-informed approaches, and collaborate with program teams to translate insights into actions. Bachelor’s degree required and DHS experience is a plus.