Customer Experience Analyst - Remote

Overview

The Customer Experience Analyst is an integral part of the Operations and Security Services department, which resides on the Stakeholder Engagement team and reports to the Senior Manager of Customer Experience. The primary focus of the Customer Experience Analyst (CXA) role is to strategize, design, test, survey, support, and conduct other experience management duties. This role will be responsible for partnering with business units across CIS to shape and execute initiatives to provide a best-in-class customer experience (CX) for the CIS community. The Customer Experience Analyst will collaborate with internal stakeholders, experience management (Qualtrics) technical resources, and customer experience vendors to deliver a meaningful and positive impact for our members across all touchpoints. This is a highly visible position that will work closely with the CIS leadership, Sales, Marketing, Product Management, Support, and Operations teams to meet organization objectives.

This is a hands-on role with the goal of ensuring customer centric thinking and best practices are applied throughout the organization. You must have a deep interest in both qualitative and quantitative research, and you are able to think in customer journeys. You understand how different types of data and research methodologies can contribute to painting a wholistic picture of how the customer experiences their journey. You are detail oriented and forward thinking, with the tenacity and energy to solve complex challenges under demanding time constraints. You are skilled at creating simple, engaging, and actionable insights out of a wide range of data sets.

The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry-leading best practices for securing IT systems and data. CIS is also a trusted resource for cyber threat prevention, protection, response, and recovery for U.S. State, Local, Tribal, and Territorial (SLTT) government entities and election offices.

CIS has an award-winning reputation for investing in its people (click here to learn more), as well as continuous learning and development. We offer our employees diverse opportunities to expand their impact personally and professionally, in their local communities, and among one another. Core Leadership Principles drive our employees at every level of the organization, empowering them to be leaders in everything they do.

• Base salary is determined on a number of factors including, but not limited to, education, experience and skills
• Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
• $500 wellness card for Health Coverage Participants
• 401(k) with 4% Company Match, vested from the first day of hire
• Flexible Spending Account (FSA) & Dependent Care Account (DCA)
• Life Insurance
• Bonding Leave
• Paid Volunteering Program
• Bonus eligibility
• Paid Time Off (PTO) inclusive of vacation, personal and sick time
• Paid Holidays
• Wellness Program
• Employee Engagement Activities
• Professional Development Opportunities
• Tuition Reimbursement
• Student Loan PayDown Program
• Employee Referral program
• Employee Assistance Program

What You'll Do

• Ownership of survey and intake requirements for all CX project activities including Jira intake management, concept, assessment, customer journey mapping, customer personas, requirements drafting, design, development, communication, and implementation
• Gather feedback at scale, analyze data, and create dynamic reporting, insight readouts, and dashboards through Power BI, and other reporting tools
• Prepare insights, readouts, and communications and provide status for key projects and metrics
• Proactively collaborate with cross-functional partners to mitigate issues and risks by planning and implementing solutions with a sense of urgency
• Produce high-quality project documentation, SWOT analysis, and ability to apply to subsequent projects
• Proactively collaborate and build relationships with cross-functional teams to measure CX across their end-to-end journeys
• Collaborate with internal and external teams to define and track CX metrics
• Drive clear outcome-driven strategies that support organizational goals and priorities
• Create iterative CX improvement strategies, testing and learning, and optimizing based on results
• Demonstrate knowledge of and supports mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior
• Evangelize customer centricity and customer experience best practices
• Other tasks and responsibilities as assigned

What You'll Need

• Bachelor’s degree with focus and/or experience relevant to the above duties*
• 2+ years’ experience:
  • Designing and developing surveys and dashboards
  • Developing customer journey maps
  • Designing and executing customer research and data analysis
• SaaS experience, specifically in Qualtrics platform
• Ability to manage multiple concurrent projects on time and against the defined objectives
• Strong program management experience
• Strong experience influencing cross-functional multidisciplinary teams
• Ability to rapidly assess high-level and ambiguous problems, define scope and options, then evaluate and recommend partnership strategy to address critical business issues
• Exceptional conceptual thinking and analytical problem-solving abilities 
• Ability to effectively interface with senior management and staff
• Must be authorized to work in the United States

It's a Plus if You Have:

• Certification: Qualtrics Platform Essentials Certification Journey L1

*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.