Customer Experience Business Systems Analyst

## Overview Serves as the key connector between technology and people, translating complex registration and point-of-sale systems into practical, everyday solutions for frontline staff and patrons. This role requires both technical fluency and the judgment to know how systems decisions affect real operations and the customer experience. Through hands-on system management, staff training, site visits, and continuous process improvement, this position drives efficiency and strengthens relationships across the District. ## Description | **Title** | Customer Experience Business Systems Analyst | | --- | --- | | **Department** | Customer Experience | | **Status** | Full Time | | **Office Location** | Webbs Norman Center | | **Reports To** | Customer Experience & Risk Manager | | **FLSA Status** | Exempt | | **Position Description** | Serves as the key connector between technology and people, translating complex registration and point-of-sale systems into practical, everyday solutions for frontline staff and patrons. This role requires both technical fluency and the judgment to know how systems decisions affect real operations and the customer experience. Through hands-on system management, staff training, site visits, and continuous process improvement, this position drives efficiency and strengthens relationships across the District. | | **ROCKFORD PARK DISTRICT VISION, MISSION AND LEADERSHIP BY VALUES** | | --- | | Agency Vision | To be the best urban parks and recreation system in North America, as measured by national standards and the citizens we serve. | | Agency Mission | The Rockford Park District is in business to “help people enjoy life” by providing a quality park and recreation system. | | Vision & Planning System | The District aligns itself and all its resources to achieve its purpose, vision, mission, and priorities. This successfully drives the strategic plan, operational plans, and performance goals. | | Policy Management & Operations System | Every team member serves as an active contributor in the development of the team’s operational plan; develops job strategies and plans that support the team’s operational goals; identifies timetables for completion; plans daily work activities in an organized manner ensuring effective utilization of time and resources in the completion of job tasks. | | Leadership by Values System | Leadership by Values can only be achieved if all team members believe in and live by these shared values: accountability, integrity, passion, agility, relationship oriented, results driven, service oriented, respectful, and innovative. While all team members share these essential values, our culture is enriched by and welcomes the diverse supporting values of its team members. | | Diversity, Equity, Inclusion and Belonging Statement | The Rockford Park District is committed and accountable to being a place where everyone is invited and belongs, as demonstrated by being an inviting, equitable, and inclusive environment, respectful of all people, embracing diversity, creating accessibility and valuing all team members, partners and community members for their unique experiences and backgrounds. | | **RELATIONSHIPS TO RESULTS CULTURE** | | --- | | Definition | Sustained by long-term, positive, exceptional relationships with stakeholders and team members as our hallmark of success. | | **ONE TEAM, ONE GOAL COMMITMENT** | | --- | | Definition | To work together to achieve the mission, vision, and shared values of the Rockford Park District. | | Connectedness | Departments are truly interconnected to support the mission and vision of the Rockford Park District. | | **ESSENTIAL FUNCTIONS include the following. Other duties may be assigned** | | --- | | **Leadership by Values** Support and ensure a culture of diversity, equity, inclusion and belonging exists in all areas of the Rockford Park District. Establish and maintain a high level of citizen confidence. Demonstrates the principles of One Team, One…