Customer Experience Analyst (CX)

The Judge Group; Dallas (TX); On-site; USD 82,656 - 123,984; Full time

Job summary

The Judge Group is seeking an experienced IT Customer Experience (CX) Specialist on a long-term contracting basis. This hybrid role requires three days per week on the Northwest side of Dallas and offers exposure to enterprise IT service management and CX programs.

You will lead CX strategy initiatives, facilitate workshops with senior stakeholders, and design measurement programs. Candidates should be proficient with ITSM concepts, ServiceNow/CX tooling, and data-driven storytelling to

Qualifications

• Experience in ITSM or enterprise support.
• Experience with surveys and listening programs.
• Familiarity with ServiceNow (Employee Center, ITSM, or CSM) from a CX perspective.
• Experience designing and running CX/VoC measurement programs.

Responsibilities

• Lead end-to-end CX strategy initiatives using HCD.
• Facilitate workshops with senior stakeholders and cross-functional teams.
• Design and manage CX measurement programs with surveys and dashboards.
• Analyze and translate qualitative and quantitative data into actionable insights.

Skills

CX strategy

Stakeholder workshops

Data analysis

UX/CX metrics

Tools

SurveyMonkey

ServiceNow

Job description

Overview

We are seeking an experienced IT Customer Experience (CX) Specialist

This is a long term contract to start that is hybrid 3 days per week on the Northwest side of Dallas

Key Responsibilities

• Lead end-to-end CX strategy initiatives using human-centered design (HCD) principles, including research, synthesis, ideation, and iterative design
• Facilitate complex workshops with senior stakeholders and cross-functional teams (e.g., journey mapping, service blueprinting, co-creation sessions)
• Design and manage CX measurement programs, including surveys, listening posts, dashboards, and trend analysis
• Analyze and synthesize qualitative and quantitative data into actionable insights and compelling narratives

Qualifications

• Experience in IT Service Management (ITSM), help desk operations, or enterprise support environments a plus
• Experience with SurveyMonkey, etc
• Familiarity with ServiceNow (Employee Center, ITSM, or CSM) from a UX or CX perspective
• Experience designing and running CX/VoC measurement programs
• Advanced analytical skills with the ability to translate data into clear insights and priorities