CX Research Analyst

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

📋 Description

• Conduct stakeholder interviews, surveys, user research, and various qualitative and quantitative research activities to uncover needs, challenges, and opportunities.

• Create customer journey maps and experience assessments to pinpoint pain points, gaps, and areas for process or product enhancement.

• Analyze performance data related to products and services to assess customer experience, identify trends, and generate actionable insights.

• Collaborate with both internal and external stakeholders to collect feedback, foster alignment, and support initiatives centered around customer needs.

• Produce clear findings, recommendations, presentations, and other communications to inform leadership and assist in strategic decision-making.

⛳️ Requirements

• DHS Suitability Required.

• Bachelor’s degree and 5 years of relevant experience, or an equivalent combination of education and experience.

• Proven experience in supporting customer experience, service design, or organizational improvement initiatives in a government, consulting, or large enterprise setting.

• Experience leveraging 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 software.

• Experience applying customer experience (CX) principles, methodologies, and research techniques to enhance user or stakeholder experiences.

• Demonstrated proficiency in stakeholder engagement, including conducting interviews, facilitating discussions, and gathering actionable feedback.

• Experience utilizing user research methods such as surveys, interviews, journey mapping, and both qualitative and quantitative analysis.

• Strong strategic communication skills, capable of translating complex research and analysis into clear, concise recommendations.

• Strong analytical, collaboration, and presentation skills with the capacity to work effectively with a diverse range of stakeholders.

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

• Must have the ability to obtain and maintain a Public Trust or Suitability Determination.

🏝️ 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