Program Analyst – Communication and Customer Experience

Leidos

1d•$92,300 - $166,850•Hybrid

About The Position

Leidos Digital Intel IT sector is seeking a Program Analyst – Communications & Customer Experience (CX) to support the U.S. Coast Guard programs by leading communications, stakeholder engagement, and customer experience initiatives across mission, technical, and operational teams. This role focuses on translating complex program activities into clear, actionable communications while improving service delivery, user satisfaction, and program transparency. The analyst works closely with government leadership, program managers, and technical teams to ensure consistent messaging, effective management, and positive end-user experiences aligned with USCG priorities. This is a Hybrid position with the expectation of 2 days onsite at CGHQ.

Requirements

Bachelor’s degree in Communications, Business, Public Administration, Information Systems, or a related field (or equivalent experience)
8+ years of experience supporting federal programs as a program analyst, communications specialist, or CX professional
Strong written and verbal communication skills, including experience briefing senior government stakeholders
Experience developing executive-level communications, reports, and presentations
Experience with Process planning Mapping and automation
Experience supporting customer experience (CX), stakeholder engagement, or change management initiatives
Strong analytical and organizational skills with attention to detail
Experience with ServiceNow
Experience working in Agile, hybrid, or traditional federal program environments
Experience using collaboration and project management tools (e.g., MS Teams, SharePoint, Jira, Confluence)
Must be a U.S. citizen and able to obtain a DHS Public Trust

Nice To Haves

Prior experience supporting DHS or U.S. Coast Guard programs
Experience supporting IT, data, cloud, or digital modernization programs
Familiarity with customer experience frameworks and human-centered design principles
Experience with federal reporting, governance, or PMO functions

Responsibilities

Develop and execute communications strategies supporting USCG programs, initiatives, and modernization efforts
Create and maintain program communications products including briefings, executive summaries, newsletters, and status reports
Serve as a liaison between program leadership, technical teams, and stakeholders to ensure clear and consistent messaging
Support customer experience (CX) initiatives by gathering feedback, analyzing user needs, and recommending improvements
Develop customer journey maps, stakeholder engagement plans, and change management materials
Track and analyze program performance metrics related to communications effectiveness and customer satisfaction
Support program governance activities including meeting coordination, action item tracking, and decision documentation
Ensure communications and CX efforts align with USCG policies, branding, and reporting standards
Contribute to continuous process improvement efforts across program operations and service delivery