CX Qualtrics Analyst

Aretum•McLean, VA

6d•$90,000 - $110,000•Remote

About The Position

Aretum is seeking a CX Qualtrics Analyst to conduct research and analysis into stakeholder needs, experiences, and opportunities for improvement. The role applies customer experience methods, strategic communications, and stakeholder engagement to translate insights into recommendations that improve products, services, and user experiences. The work supports a federal government contract and may involve handling Controlled Unclassified Information (CUI) in accordance with applicable safeguarding and compliance requirements. The position is remote, with occasional travel expected to be less than 10% based on project needs. The analyst supports the CB CX Federal Lead in establishing and operating the CB Survey Request process, including its rollout, master survey calendar, request workflows, survey approvals, survey creation and finalization, and analysis of survey data. The role also programs and maintains CB surveys in Qualtrics, ensures appropriate notifications, identifies tools for analyzing and displaying survey insights, and integrates those insights with other CB CX analysis efforts. Candidates must have a bachelor’s degree and 5–7 years of relevant experience, or an equivalent combination of education and experience. Experience supporting customer experience, service design, or organizational improvement initiatives in government, consulting, or a large enterprise is also described. Only U.S. citizens are eligible. The position requires the ability to obtain and maintain a Public Trust or Suitability Determination, depending on agency requirements.

Requirements

Bachelor’s degree and 5–7 years of relevant experience, or an equivalent combination of education and experience.
Experience supporting customer experience, service design, or organizational improvement initiatives in a government, consulting, or large enterprise environment.
Experience using customer experience research and performance data to influence product, service, or operational strategy.
Must be a U.S. citizen.
Must be able to obtain and maintain a Public Trust or Suitability Determination, depending on agency background investigation requirements.
Must adhere to applicable safeguarding and compliance requirements when handling Controlled Unclassified Information (CUI).

Nice To Haves

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

Responsibilities

Conduct stakeholder interviews, surveys, user research, and other qualitative and quantitative research to identify needs, challenges, and opportunities.
Develop customer journey maps and experience assessments to identify pain points, gaps, and opportunities for process or product improvement.
Analyze product and service performance data to evaluate customer experience, identify trends, and develop actionable insights.
Engage internal and external stakeholders to gather feedback, build alignment, and support customer-focused initiatives.
Develop findings, recommendations, presentations, and other communications for leadership and strategic decision-making.
Assist the CB CX Federal Lead in establishing, managing, and executing the CB Survey Request process, including process rollout and creation and management of a master survey calendar.
Lead day-to-day operations of the CB Survey Request Management Process, including overseeing workflows, triaging requests, obtaining additional information as needed, and routing requests for approval.
Advise on customer experience matters in support of decisions to approve or deny survey requests, survey design, and timeline distribution.
Program CB surveys in Qualtrics, including initial creation, modification, review, and finalization.
Establish appropriate Qualtrics notifications for requesting teams and CB CX regarding survey responses and data insights.
Support the CB CX Federal Lead in developing and executing a data analysis initiative for information gathered through the CB Survey Request Management Process.
Identify capabilities within Qualtrics and other tools for analyzing and displaying survey data insights.
Integrate survey data insights into other CB CX data analysis efforts.