Customer Experience Strategy Lead & Insights Product Owner

Steampunk, Inc.; McLean (VA); On-site; USD 140,000 - 200,000; Full time

Job summary

Steampunk, Inc. is seeking a Customer Experience Strategist / Product Owner to partner with stakeholders and transform feedback into actionable insights that drive improvements.

You will own the CX strategy, measurement framework, and reporting approach to ensure data supports executive decisions. You will collaborate with business leaders, program teams, and platform admins to define success metrics, develop feedback mechanisms, identify trends, and communicate insights that enhance customer

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

• 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

Stakeholder facilitation

Data storytelling

Executive-level communication

Requirements gathering

Leadership

Education

Bachelor's degree, 7+ years experience

Tools

Medallia

Qualtrics

Salesforce Surveys

Job description

Steampunk, Inc. is seeking a Customer Experience Strategist / Product Owner to partner with stakeholders and transform feedback into actionable insights that drive improvements.

You will own the CX strategy, measurement framework, and reporting approach to ensure data supports executive decisions. You will collaborate with business leaders, program teams, and platform admins to define success metrics, develop feedback mechanisms, identify trends, and communicate insights that enhance customer