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Customer Technology, Channels & Products Principal Analyst

Salary

$118,560.00 - $166,920.00 Annually

Location

Tacoma, WA

Job Type

Non-Classified

Remote Employment

Flexible/Hybrid

Job Number

P1160-25

Department

Customer Experience & External Affairs

Division

TPU External Affairs

Opening Date

10/13/2025

Closing Date

10/27/2025 5:00 PM Pacific

+ Description

+ Benefits

+ Questions

Position Description

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.

Key Responsibilities

Customer Technology Strategy & Product Ownership

+ 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.

Strategic Collaboration & Leadership

+ 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.

Analysis, Compliance & Staff Management

+ 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.

Qualifications

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

Selection Process & Supplemental Information

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.

Apply

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.

Compensation & Benefits

Pay Details:

Hourly Rate: $57.00 - $80.25

Annual Salary: $118,560.00 - $166,920.00

Employee Benefits | City of Tacoma (https://tacoma.gov/government/departments/human-resources/employee-benefits/)

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.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

01

Do you have an equivalent combination to a bachelor's degree in business administration, marketing, mathematics, statistics, economics, or related field AND 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

+ Yes

+ No

02

Describe a time you successfully developed and gained leadership buy-in for a multi-year customer technology roadmap. What was the most significant challenge you faced in implementing it, and how did you overcome it?

03

One of the City's Principles that guides us is Equity. Describe what equity means to you and describe any experience you have working with diverse groups of people.

04

Please tell us how you learned about this job opening.

+ Job Interest Card notification

+ Professional organization

+ Military organization

+ City of Tacoma employee

+ Online job board posting

+ Word of mouth

+ LinkedIn

+ Indeed

+ Facebook

+ Instagram

+ Careers in Government

+ Government Jobs

+ Outreach Event

+ National Diversity Network

+ African American Job Network

+ Asian Job Network

+ Disability Job Network

+ Latino Job Network

+ Retirement Job Network

+ LGBT Job Network

+ Veteran Job Network

+ Other

05

Please provide specific information regarding how you learned about this job opening. Your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings. Thank you.

Required Question

Employer

City of Tacoma

Address

Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764

Phone

253-591-5400

Website

http://www.tacoma.gov

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