Experience Operations Lead - Hybrid CX & Performance

Everforth, Inc.; Arlington (VA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Everforth ECS in Arlington, VA is seeking an Experience Operations Lead to blend customer experience strategy with data-driven analysis to improve stakeholder outcomes across JCDC and Cybersecurity Division programs. This hybrid role partners with stakeholders to define needs, measure performance, and implement scalable improvements in a mission-focused cybersecurity environment.

Responsibilities include stakeholder interviews, surveys, and journey mapping; analyzing data to identify trends;

Qualifications

• Minimum 5 years of experience in customer experience, business analysis, or process improvement.
• Experience conducting stakeholder interviews, surveys, and data analysis.
• Proven ability to translate insights into actionable process improvements.
• Strong proficiency with data visualization and reporting tools (Excel, PowerPoint).
• Experience with SOP development and knowledge management.

Responsibilities

• Lead stakeholder research and interviews to understand user needs and experiences.
• Analyze performance data and define KPIs to measure success.
• Develop and implement SOPs to improve consistency and efficiency.
• Partner with cross-functional teams to translate insights into improvements.
• Create and maintain knowledge repositories and training materials.
• Generate regular performance reports and executive briefings.

Skills

Stakeholder research

Data analysis

Process improvement

Customer experience

KPI definition

SOP development

Tools

Excel

PowerPoint

Data visualization

Job description

Everforth ECS in Arlington, VA is seeking an Experience Operations Lead to blend customer experience strategy with data-driven analysis to improve stakeholder outcomes across JCDC and Cybersecurity Division programs. This hybrid role partners with stakeholders to define needs, measure performance, and implement scalable improvements in a mission-focused cybersecurity environment.

Responsibilities include stakeholder interviews, surveys, and journey mapping; analyzing data to identify trends;