CX Strategy Analyst (Customer Experience)

The Judge Group; Chicago (IL); On-site; USD 95,000 - 135,000; Full time

Job summary

The Judge Group is seeking a CX Strategist for a financial services client in Chicago to improve employee experience across Enterprise Technology Services. This role focuses on Customer Experience (CX) through data, journey mapping, employee insights, and service management best practices across IT services, ServiceNow workflows, and enterprise platforms.

Key responsibilities include analyzing IT services, creating journey maps, developing CX metrics, and presenting roadmaps to leadership.

Qualifications

• 5+ years in CX, Employee Experience, Service Design, or Experience Management.
• Strong quantitative background with CX metrics reporting.

Responsibilities

• Analyze employee experiences across IT services, ServiceNow, help desk, and apps.
• Create journey maps, service blueprints, user flows, and process docs.
• Develop CX measurement frameworks (NPS, CSAT, staff satisfaction, adoption metrics).
• Design and analyze VoC surveys and feedback programs.
• Lead workshops, focus groups, interviews, and design-thinking sessions.
• Evaluate ServiceNow and ITSM processes from an employee experience perspective.
• Present findings and roadmaps to leadership.

Skills

CX Experience

Analytics

Workshop facilitation

Executive communication

Tools

SurveyMonkey

Qualtrics

Medallia

InMoment

Power BI

Tableau

Job description

Our financial services client is seeking a CX Strategist to improve the employee experience across Enterprise Technology Services (ETS). This role focuses on Customer Experience (CX), not traditional UX, leveraging data, journey mapping, employee insights, and service management best practices to identify friction points and drive measurable improvements across IT services, ServiceNow workflows, and enterprise technology platforms.

Key Responsibilities

• Analyze employee experiences across IT services, ServiceNow, help desk operations, infrastructure, and enterprise applications.
• Create customer journey maps, service blueprints, user flow diagrams, and process documentation to identify experience gaps and improvement opportunities.
• Develop and monitor CX measurement frameworks, including NPS, CSAT, employee satisfaction metrics, service adoption metrics, and executive dashboards.
• Design, administer, and analyze Voice of Customer (VoC) surveys and feedback programs.
• Facilitate workshops, focus groups, stakeholder interviews, and design-thinking sessions to gather insights and drive alignment.
• Evaluate and optimize ServiceNow and ITSM processes from an employee experience perspective.
• Present findings, recommendations, and improvement roadmaps to business and technology leadership.

Required Qualifications

• 5+ years of experience in Customer Experience (CX), Employee Experience, Service Design, Human-Centered Design, or Experience Management.
• Strong quantitative and analytical background with experience measuring CX outcomes and reporting performance metrics.

Experience creating:

• Customer Journey Maps
• User Flow Diagrams
• Process Flow Documentation
• Proven experience leading workshops, focus groups, stakeholder interviews, and collaborative working sessions.
• Experience designing and analyzing surveys using platforms such as SurveyMonkey, Qualtrics, Medallia, or InMoment.
• Strong communication, storytelling, and executive presentation skills.

Preferred Qualifications

• Formal training or certification in Human-Centered Design methodologies, including IDEO Design Thinking, Double Diamond, Stanford d.school, or equivalent frameworks.
• Experience building or helping establish an internal CX/Experience Management practice from the ground up.
• Experience with ServiceNow and IT Service Management (ITSM) environments.
• Experience in financial services or other highly regulated industries.
• Proficiency with:
• FigJam, Figma, Miro, or Mural for workshop facilitation and collaboration
• Lucidchart or Microsoft Visio for process and workflow documentation
• UXPressia, Smaply, or TheyDo for journey mapping and enterprise journey management
• Power BI, Tableau, or similar analytics platforms for dashboarding and reporting
• Understanding of enterprise technology functions, including end-user computing, infrastructure, network services, collaboration tools, and IT support operations.