CX Qualtrics Analyst

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Conduct interviews with stakeholders, surveys, user research, and both qualitative and quantitative research activities.

• Create customer journey maps and experience assessments to pinpoint pain points, identify gaps, and uncover opportunities for improvement.

• Analyze data on product and service performance to assess customer experience, recognize trends, and generate actionable insights.

• Collaborate with internal and external stakeholders to collect feedback, foster alignment, and promote customer-centric initiatives.

• Prepare findings, recommendations, presentations, and communications for leadership and strategic decision-making purposes.

• Assist the CB CX Federal Lead in establishing, managing, and executing the CB Survey Request process.

• Develop and oversee the master survey calendar and aid in the creation and finalization of surveys.

• Manage daily operations of the CB Survey Request Management Process, including workflow oversight, request triage, information gathering, and approval routing.

• Provide guidance on CX issues related to survey requests, survey design, and timeline distribution.

• Program CB surveys within Qualtrics, encompassing creation, modification, review, and finalization.

• Set up Qualtrics notifications for requesting teams and CB CX concerning survey responses and data insights.

• Assist in the development and implementation of a data analysis initiative for information collected through the CB Survey Request Management Process.

• Identify tooling capabilities for analyzing and presenting survey data insights and integrating these insights into CB CX data analysis efforts.

⛳️ Requirements

• BS/BA degree with 5 - 7 years of pertinent experience, or an equivalent combination of education and experience.

• Experience in supporting customer experience, service design, or organizational improvement initiatives within a government, consulting, or large enterprise context.

• Proven ability to utilize customer experience research and performance data to influence product, service, or operational strategies.

• Familiarity with customer experience measurement tools, journey mapping platforms, or data visualization tools.

• DHS Suitability Required.

• Only U.S. citizens are eligible for this position.

• Must be able to obtain and retain a Public Trust or Suitability Determination.

• Compliance with applicable Controlled Unclassified Information (CUI) safeguarding requirements is essential.

• Experience with the creation, modification, review, programming, notifications, and finalization of surveys in Qualtrics.

• Background in survey request management, workflow oversight, request triage, approval routing, and survey calendar management.

• Ability to analyze and present survey data insights using Qualtrics and other analytical tools.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k)

• Life Insurance (Basic, Voluntary & AD&D)

• Paid Time Off

• Family Leave (Maternity, Paternity)

• Short Term & Long-Term Disability

• Training & Development