Experience Operations Lead: CX & Performance Innovator

ECS; Arlington (VA); Hybride; USD 130 000 - 150 000; Plein temps

Résumé du poste

ECS, based in Arlington, VA, seeks an Experience Operations Lead to blend customer experience strategy with business and performance analysis in a hybrid office environment. You will work with stakeholders to define success metrics, improve processes, and deliver scalable solutions across JCDC and CSD programs.

The role emphasizes stakeholder research, data visualization, SOP development, and cross-functional collaboration to drive measurable improvements in a mission-focused cybersecurity

Qualifications

• Experience in customer experience and stakeholder engagement.
• Ability to analyze data and translate it into insights.
• Proven skills in documenting processes and SOPs.
• Strong data visualization and reporting capabilities.
• Experience defining success metrics and KPIs.
• Excellent written and verbal communication.
• Ability to juggle priorities across cross-functional teams.
• Sound organizational and problem-solving abilities.
• Familiarity with government or cybersecurity contexts is a plus.

Responsabilités

• Conduct stakeholder interviews and discovery sessions to understand user needs and experiences.
• Develop surveys and feedback mechanisms to capture stakeholder insights.
• Apply CX and human-centered design to improve experiences.
• Support customer journey mapping and stakeholder experience assessments.
• Analyze data to identify trends, bottlenecks, and improvement opportunities.
• Produce monthly, quarterly, and annual performance reports and briefings.
• Lead SOP development to improve consistency and efficiency across programs.
• Collaborate with cross-functional teams to translate insights into practical improvements.
• Design knowledge management systems and enablement resources for stakeholders.

Connaissances

Customer experience

Business analysis

Performance analysis

Stakeholder engagement

Process improvement

Data visualization

KPIs / metrics

Communication skills

Multi-tasking / prioritization

Outils

Excel

PowerPoint

Dashboards

Description du poste

ECS, based in Arlington, VA, seeks an Experience Operations Lead to blend customer experience strategy with business and performance analysis in a hybrid office environment. You will work with stakeholders to define success metrics, improve processes, and deliver scalable solutions across JCDC and CSD programs.

The role emphasizes stakeholder research, data visualization, SOP development, and cross-functional collaboration to drive measurable improvements in a mission-focused cybersecurity