CX Qualtrics Analyst

Aretum•McLean, VA

1d•$90,000 - $110,000•Remote

About The Position

Aretum is seeking a CX Qualtrics Analyst that conducts research and analysis to understand stakeholder needs, experiences, and opportunities for improvement. This role uses customer experience methods, strategic communications, and stakeholder engagement to translate insights into actionable recommendations that improve products, services, and overall user experiences. Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Requirements

BS/BA 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.
Familiarity with customer experience measurement tools, journey mapping platforms, or data visualization tools.
DHS Suitability Required
U.S. citizens are eligible for this position.
Ability to obtain and maintain a Public Trust or Suitability Determination, depending on the agency’s background investigation requirements.

Responsibilities

Conduct stakeholder interviews, surveys, user research, and other qualitative and quantitative research activities 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 with internal and external stakeholders to gather feedback, build alignment, and support customer-focused initiatives.
Develop clear findings, recommendations, presentations, and other communications to inform leadership and support strategic decision-making.
Assist CB CX Fed Lead in establishing, managing, and executing the CB Survey Request process including process roll-out, master survey calendar creation and management, and survey creation and finalization.
Lead the day-to-day operations of the CB Survey Request Management Process including workflow oversight, triaging requests and additional information as needed, and routing for approval.
Serve as first-line advisement on matters related to CX in support of approving or denying survey requests, survey design, and timeline distribution.
Program CB surveys within Qualtrics including initial creation, modification and review, and finalization.
Ensure proper notifications are established within Qualtrics for requesting team and CB CX notifications on survey responses and data insights.
Support the CB CX Federal Lead in developing and executing a data analysis initiative for information gathered via the CB Survey Request Management Process.
Identify tooling capabilities, within Qualtrics and others, to analyze and display survey data insights.
Ensure integration of survey data insights into other CB CX data analysis efforts.