Library Patron Insights Manager

Overview:

A career with Johnson County Government is more than just a job, it is an opportunity to serve a diverse and expanding community in meaningful ways. We challenge ourselves to be a different kind of government because we care deeply about our community and each other. Committed to our shared values, we provide excellent public service, seeking always to improve ourselves and our organization. We offer wonderful benefits, retirement plans, wellness incentives, a great organizational culture, and much more! If you’re searching for something more than just a job, something akin to a calling, then consider the challenge and opportunity of being a member of Johnson County Government!

Johnson County Library is a 14-branch suburban library system with a long history in our community.  A suburb of the Kansas City metro area, our county is growing and diversifying. We serve neighborhoods ranging from urban to suburban to on-the-edge-of rural.  We prize innovation and commitment to learning.  We are a fun, forward-thinking organization with a mission to enrich people's lives.

Johnson County Library seeks engaged, qualified candidates to fill the position of Patron Insights Manager as part of the Customer Experience team.  The Patron Insights Manager will improve the patron experience by gathering patron data and feedback through strategically collecting data, analyzing results, and developing actionable insights. This position will also be responsible for establishing standardized processes to collect and review patron data. The Patron Insights Manager will monitor industry best practices and benchmarking data, using all findings to identify enhancement opportunities in the Library’s in-branch, online or community outreach experiences, inclusive of marketing and materials strategies. This position will also serve as an internal consultant to colleagues across the organization to help ensure Library standards, services and program decisions are patron-centric and data-driven. The Patron Insights Manager will manage a team of professionals working in business intelligence, web content development, marketing, and community relations.  First review of applications will take place on November 4, 2024.  Other duties include:

• Works with Library Administration to develop, manage, and educate staff on a strategy for data management and analytics that is aligned to the Library and County’s strategic priorities; establishes strategies, processes and governance for data collection, management and analysis related to patron use and satisfaction of the Library; spearheads the execution and implementation of these strategies and processes in a formalized manner across the organization; participates on Library project teams, as necessary, and, based on experience and/or need, may be considered to lead a Library project.
• Oversees and leads data collection efforts; manages relevant datasets and resources such as County demographic dashboards—age, income level, race/ethnicity, education levels, etc., demographic trend reports or growth projections, regional planning organization resources, branch-specific demographic profiles and forecasts, patron feedback via surveys, focus groups, written feedback submissions, internet reviews, etc.; oversees the analysis of relevant data to generate insights for colleagues across the organization for use in their day-to-day work and strategic planning efforts; oversees the creation of data visualizations to increase efficacy of data content and insights.
• Communicates analytics to represent the “voice of the patron” to the Library Administration team to support strategic planning efforts, data-driven decision making, and an ongoing focus on patron experience and needs; presents community demographic trends, patron satisfaction drivers, and recommendations on areas of focus for the Library; collaborates with and serves as a thought partner to internal partners (Program, Branch Services, Development, in particular) to conduct community needs assessment, program or service impact analyses, charitable gift reporting or analyses; collaborates and communicates with County and community partners to expand the Library’s capacity to meet the program needs of its patrons; collaborates with all organizational managers in their functional areas of expertise in order to synchronize patron feedback with adjustments to services and programs based on data-driven decision making.
• Develops and maintains expertise in data management and gathering by attending meetings, conferences, workshops, and training sessions and reviews publications and other materials to become and remain current on principles, practices, and new developments in assigned work areas.
• Oversees and administers department budget and monitors expenditures; supports budget by following contract procedures, providing proper documentation, and following county budget policy and procedures; maintains a working knowledge of grants and grant writing.

Minimum Job Requirements:

A master's degree in Business Administration, Data Analytics, Customer Engagement Management, Marketing, or relevant field is required.  Five (5) years of experience in customer engagement strategy, user experience strategy, data analytics strategy, or relevant field AND five (5) years of experience leading, directing, supervising, or coordinating the work of others are also required.

Johnson County Government requires reference/background screening for all positions. Specified criteria may vary by Department/Agency.

Education/Experience Substitutions:

Experience may be substituted for education.

Preferred Qualifications:

Three (3) years of experience with public library systems or public service and/or development of strategic planning is preferred.

Physical, Environmental, and Special Working Conditions:

All County employees may be called upon to assist other departments in a declared emergency situation.