CX Research Analyst

Aretum•McLean, VA

1d•Remote

About The Position

DHS Suitability Required About Aretum Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront. Job Summary Aretum is seeking a CX Research 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 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.

Nice To Haves

Applying customer experience (CX) principles, methodologies, and research techniques to understand and improve user or stakeholder experiences.
Demonstrated expertise in stakeholder engagement, including conducting interviews, facilitating discussions, and gathering actionable feedback.
Experience with user research methods such as surveys, interviews, journey mapping, and qualitative or quantitative analysis.
Strong strategic communication skills, with the ability to translate complex research and analysis into clear, concise recommendations.
Strong analytical, collaboration, and presentation skills with the ability to work effectively with diverse stakeholders.

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.