CX Strategist & Product Owner: Data-Driven Impact

Steampunk, Inc.; McLean (VA); On-site; USD 140,000 - 170,000; Full time

Job summary

Steampunk, Inc. seeks a Customer Experience Strategist / Product Owner to partner with stakeholders and transform customer feedback into actionable insights that drive organizational improvement.

You will own the CX strategy, measurement framework, and reporting approach to ensure feedback programs generate meaningful data supporting executive decisions. You will collaborate with business leaders, program teams, and platform administrators to define success measures, develop feedback mechanisms,

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.
• Translate business goals into reporting requirements and performance metrics.
• Analyze customer feedback, sentiment, and behavioral trends to identify opportunities and risks.
• Develop executive-ready briefings, presentations, and reports.
• Facilitate workshops and stakeholder sessions to gather requirements and align on objectives.
• Establish governance processes for CX measurement and reporting.
• Collaborate with technical teams to ensure data collection and reporting capabilities.
• Develop and maintain roadmaps for CX improvements and measurement maturity.
• Serve as a trusted advisor to leadership on sentiment and engagement trends.

Skills

CX strategy

Product management

Business analysis

Stakeholder facilitation

Executive presentations

Data storytelling

Agile delivery

Education

Bachelor's degree

Tools

Medallia

Qualtrics

Salesforce Surveys

Job description

Steampunk, Inc. seeks a Customer Experience Strategist / Product Owner to partner with stakeholders and transform customer feedback into actionable insights that drive organizational improvement.

You will own the CX strategy, measurement framework, and reporting approach to ensure feedback programs generate meaningful data supporting executive decisions. You will collaborate with business leaders, program teams, and platform administrators to define success measures, develop feedback mechanisms,