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On Assignment - Fairfax, VA
posted 2 months ago
Full-time - Mid Level
Fairfax, VA
Administrative and Support Services
About the position
ECS is seeking a Customer Experience Specialist to enhance the end-to-end customer experience for the Continuous Diagnostics and Mitigation (CDM) Cyber data solution. This role involves collaborating with various stakeholders to develop a customer experience vision and strategy, ensuring high-quality service delivery and customer satisfaction within a dynamic and collaborative environment.
Responsibilities
- Develop and implement a holistic customer experience vision and strategy that prioritizes customer satisfaction.
- Assist in creating a roadmap of customer experience goals.
- Collaborate with CX professionals, developers, and program managers to ensure a seamless customer experience across services.
- Support the maturity of customer experience activities by embedding customer-oriented thinking into daily operations.
- Plan and conduct customer outreach and research activities, including interviews and surveys.
- Develop and execute standards for collecting and analyzing customer data and feedback.
- Utilize customer research to provide actionable insights for development teams.
Requirements
- US citizenship with the ability to obtain Public Trust Suitability.
- 3+ years of professional experience in customer experience, design thinking, human-centered design, and federal consulting.
- Strong problem-solving skills with high standards for quality and accuracy.
- Expertise in crafting key customer experience deliverables such as customer journey maps and service blueprints.
- Ability to interpret customer research and analytics to produce insights and recommendations.
- Experience collaborating with UX/UI designers and technical teams for prototyping and testing.
- Excellent written and oral communication skills for facilitating workshops and presenting updates.
- Service-oriented approach to addressing customer dissatisfaction and delivery issues.
- Strong attention to detail and organizational skills, with the ability to manage multiple priorities.
- Familiarity with Agile delivery methodologies and tools like Atlassian Jira and Confluence.
Benefits
- Health insurance
- 401k plan
- Paid holidays
- Flexible scheduling
- Professional development opportunities
