Customer Experience Strategist & Product Owner

UNAVAILABLE; McLean (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

UNAVAILABLE in McLean, VA seeks a seasoned Customer Experience Strategist / Product Owner to turn feedback into strategic action. You will own CX strategy, measurement, and reporting, translating stakeholder goals into dashboards and governance processes that guide executive decisions.

You will collaborate with leaders, program teams, and platform admins to define success metrics, develop feedback loops, and communicate insights.

Qualifications

• Bachelor's degree and 7+ years of relevant experience.
• Experience leading customer experience, product management, business analysis, service design, or related initiatives.
• Experience defining KPIs, performance metrics, and measurement frameworks.
• Strong ability to synthesize qualitative and quantitative data into actionable recommendations.
• Experience developing executive-level presentations, reports, and briefings.
• Demonstrated ability to facilitate stakeholder discussions and translate business needs into actionable requirements.
• Strong written and verbal communication skills.
• Eligible to obtain and maintain a government security clearance.

Responsibilities

• Partner with stakeholders to define customer experience objectives, success measures, and feedback strategies.
• Design and refine surveys, feedback mechanisms, and measurement approaches to ensure meaningful and actionable data collection.
• Translate business goals and customer experience priorities into reporting requirements and performance metrics.
• Analyze customer feedback, sentiment, and behavioral trends to identify opportunities, risks, and areas requiring intervention.
• Develop executive-ready briefings, presentations, and reports that clearly communicate customer experience outcomes and recommendations.
• Facilitate workshops and stakeholder sessions to gather requirements, prioritize enhancements, and align on business objectives.
• Establish governance processes for customer experience measurement and reporting.
• Collaborate with technical teams to ensure data collection and reporting capabilities support business needs.
• Develop and maintain roadmaps for customer experience improvements and measurement maturity.
• Serve as a trusted advisor to leadership on customer sentiment, engagement trends, and experience optimization opportunities.

Skills

Customer Experience Strategy

Product Ownership

Stakeholder Facilitation

Data storytelling

Executive presentations

Education

Bachelor's degree

Tools

Medallia

Qualtrics

Salesforce Surveys

Job description

UNAVAILABLE in McLean, VA seeks a seasoned Customer Experience Strategist / Product Owner to turn feedback into strategic action. You will own CX strategy, measurement, and reporting, translating stakeholder goals into dashboards and governance processes that guide executive decisions.

You will collaborate with leaders, program teams, and platform admins to define success metrics, develop feedback loops, and communicate insights.