Customer Experience Analyst

ECS Tech Inc•Work from home, Virginia

7h•$105,000 - $115,000•Remote

About The Position

Everforth ECS is seeking a talented Customer Experience Analyst to join our dynamic data team supporting the Department of Homeland Security (DHS) Office of the Chief Information Officer (OCIO). Our team will support a migration of Atlassian products into the Atlassian Government Cloud environment. The Customer Experience Analyst will be responsible for user research about end user needs and supporting users in understanding and using the new environment.

Requirements

Bachelor's Degree
Ability to obtain a DHS Public Trust
7+ years experience
Experience with Atlassian Jira and Confluence
Ability to audit and validate how data is presented in the UI to ensure accuracy, compliance with policies, and consistency across dashboards.
Ability to identify, develop, and implement UX improvements that streamline reporting and analytic workflows.
Strong problem-solving skills, with a focus on translating complex data and requirements into simple, usable interfaces.
Strong fluency in Figma and modern design tooling, including an appetite for AI-assisted workflows.
Hands-on experience integrating usability testing and product analytics into your design process.
Working knowledge of accessibility standards (WCAG 2.2) and a track record of designing to them by default.
The ability to operate with autonomy — turning vague problems into shipped, high-quality solutions without heavy oversight.

Responsibilities

Create user friendly designs that enhance usability and optimize the overall user experiences, identify design challenges and propose elegant, effective solutions
Develop innovative approaches to complex design problems presenting your ideas through mockups, presentations and detailed design specifications.
Conduct user research, interviews, and usability testing to understand user behavior and pain points.
Iterate on designs based on stakeholder feedback and evolving requirements.
Create user flows, journey maps, wireframes, and prototypes that communicate design concepts clearly.
Apply UX best practices to ensure accessibility, clarity and ease of use.
Develop high fidelity mockups and interactive prototypes using tools like Figma, Sketch, or ADOBE XD.
Maintain and evolve design specifications, component libraries and style guides