Customer Experience Analyst (CX)

The Judge Group; Chicago (IL); Hybrid; USD 55,000 - 75,000; Part time

Job summary

The Judge Group is seeking an experienced Customer Experience (CX) Specialist for a long-term contract in Chicago, with a hybrid schedule of three days on-site. You will conduct interviews and surveys, facilitate workshops with senior stakeholders, and build CX measurement programs to track trends.

You will analyze qualitative and quantitative data to produce actionable insights and narratives that drive improvements in employee experiences across services and support functions.

Qualifications

• 2+ years of experience in CX.
• Experience in ITSM, help desk operations, or enterprise support environments is a plus.
• Experience with SurveyMonkey and similar survey tools.
• Familiarity with journey mapping or service design tools (Miro, Mural, FigJam, Figma, Lucidchart, UXPressia, or similar).

Responsibilities

• Conduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience services day-to-day
• Facilitate complex workshops with senior stakeholders and cross-functional teams (e.g., journey mapping, service blueprinting, co-creation sessions)
• Design and manage CX measurement programs, including surveys, listening posts, dashboards, and trend analysis
• Analyze and synthesize qualitative and quantitative data into actionable insights and compelling narratives

Skills

Customer Experience

Workshop facilitation

CX measurement

Data analysis

ITSM familiarity

Tools

SurveyMonkey

Miro

Mural

FigJam

Figma

Lucidchart

UXPressia

Job description

We are seeking an experienced Customer Experience (CX) Specialist

This is a long term contract to start that is hybrid 3 days per week in Chicago

Key Responsibilities

• Conduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience services day-to-day
• Facilitate complex workshops with senior stakeholders and cross-functional teams (e.g., journey mapping, service blueprinting, co-creation sessions)
• Design and manage CX measurement programs, including surveys, listening posts, dashboards, and trend analysis
• Analyze and synthesize qualitative and quantitative data into actionable insights and compelling narratives

Qualifications

• 2+ years of experience in CX
• Experience in IT Service Management (ITSM), help desk operations, or enterprise support environments a plus
• Experience with SurveyMonkey, etc
• Familiarity with journey mapping or service design tools (Miro, Mural, FigJam, Figma, Lucidchart, UXPressia, or similar)