Client Experience Specialist (Closes 6/15/2026)

Client Experience (CX) Specialist Job Description

Department: Allegheny County Department of Human Services Division: Office of Analytics, Technology and Planning (ATP) Location: One Smithfield Street, Pittsburgh, PA 15222

Reports To: Client Experience Analytics Manager (Ben Schenck) Salary Range: $65,000 - $71,500

In Allegheny County, we appreciate people who think big, act boldly, and care about making a difference. You don’t have to be from here to feel at home, or to make your mark. With only 1.3 million people in the County, it’s small enough for motivated people to get things done. Allegheny County’s Department of Human Services (DHS) is a perfect place to directly improve the lives of people in need in a lasting way.

Overview

DHS, located in downtown Pittsburgh, serves over 200,000 children, youth and adults each year—providing programs that help people in crisis (like homelessness or mental illness), help older people live independently, and help families stay together. We’re nationally known for our focus on preventing harm and responding to crises effectively, and for the way we use data and technology to make our programs better and save money.

Mostly, we want to be known for putting our clients (children, youth, adults) at the center of what we do. That is why DHS is seeking a Client Experience (CX) Specialist—to focus on how to put clients first so that they get the help they need, when they need it.

The Client Experience (CX) Specialist will lead data collection efforts from individuals who have interacted with DHS and DHS-funded programs. They will play a hands-on role in all aspects of data collection, from recruitment and survey administration to focus group facilitation. The position is ideal for someone with lived or professional experience in human services who is passionate about using data to drive change.

Key Responsibilities

• Lead qualitative data collection processes by designing and implementing protocols for gathering unstructured client experience data through interviews, focus groups, and other engagement methods.
• Administer surveys over the phone, in-person, and through other channels as needed, and accurately record responses.
• Build rapport with participants, ensuring respectful, empathetic, and trauma-informed
• Experiment and evaluate new tools and processes that scale collection and storage of unstructured data.
• Develop and maintain Standard Operating Procedures (SOPs) for data collection, storage, and quality assurance to ensure consistency and compliance with organizational standards.
• Manage incoming and outgoing communications through a shared CX
• Collaborate with internal stakeholders to leverage client experience insights for service
• Assist in organizing and storing qualitative data for downstream analytics, ensuring data integrity and accessibility for research and program teams.
• Enter and manage data using online data collection tools (Qualtrics), Microsoft Office Suite, and other technologies.
• Collaborate with program and research staff to adjust outreach strategies and improve response

 Knowledge, Skills, and Abilities

• Ability to interact with clients respectfully, clearly, and with
• Excellent verbal and written communication skills, with the ability to translate client feedback into actionable recommendations.
• Strong organizational and time management skills; ability to work independently and collaboratively in field and remote settings.
• Ability to work effectively with diverse populations, including cultural humility and
• Personal or professional experience with the human services system, and the ability to draw on this perspective in a productive and professional manner.
• Familiarity with local human services and social support programs (e.g., housing assistance, behavioral health, public benefits), and ability to connect individuals to appropriate resources as
• Intermediate proficiency with Microsoft Office (Word, Excel, Powerpoint, Outlook), experience with survey software (Qualtrics, SurveyMonkey), and eagerness to learn other data collection tools or mobile applications.

Education/Experience Requirements:

Bachelor’s degree from an accredited college/university in a related field

-OR-

Any equivalent combination of education and experience which provides the required knowledge, skills and abilities.

Certificates, Licenses, Registrations:

Act 33 and 34 clearances.

About Allegheny County Department of Human Services (DHS)

Allegheny County’s Department of Human Services (DHS) is a perfect place to get things done that directly affect people in need in a positive and lasting way. We help children grow up safer and healthier, older adults remain able to live independently, and neighborhoods to thrive. Our mission is to improve the health and well-being of people in Allegheny County. DHS is the largest agency in Allegheny County government, with a budget of nearly $1 billion. DHS serves over 200,000 people a year through services that include: Protecting children and youth from abuse and neglect and preventing future occurrences of maltreatment; improving child wellness through family support, home visiting, early intervention and in-home services; providing treatment for behavioral health issues such as substance use disorders and mental illness; managing the care of adults with intellectual disabilities; preventing unnecessary nursing home stays; and services that prevent homelessness and provide shelter and housing for families and individuals.

Why DHS?

• It is Most recently, the national attention and awards we’ve gotten are for how DHS integrates data and uses them to improve the safety and well-being of children through tools that support front-line staff in making decisions (using predictive analytics).
• DHS is diverse, but we strive to be even more Our director has made it her top priority that DHS is “the kind of place where a diverse group of talented people want to come, grow, and do their best work.” This includes equity in hiring and advancement, as well as in unleashing the creativity and ideas of staff at every level of DHS.
• It has strong, assertive We do not hire yes-people.

You can make a big impact here. We stand out as one of the best human services organizations in the country. But we need problem-solvers, innovators, and terrific leaders to make sure we are smart in how we use our funding so that we reach the people who most need our help to make their lives better. DHS strives to be the kind of place where a diverse mix of talented people want to come to grow and do their best work.