Program Analyst - Communication and Customer Experience

Leidos Inc; United States; Hybrid; USD 92,000 - 167,000; Full time

Job summary

Leidos seeks a Program Analyst - Communications & Customer Experience to lead communications, stakeholder engagement, and CX initiatives for USCG programs. The role translates complex activities into clear messaging, improves service delivery, and enhances program transparency across mission teams.

The hybrid position requires 2 days onsite at CGHQ, and the candidate will interface with government leadership, program managers, and technical teams to ensure consistent messaging and end-user

Qualifications

• Bachelor's degree in a related field or equivalent experience
• 8+ years of experience supporting federal programs as a program analyst, communications specialist, or CX professional
• Strong written and verbal communication skills, including briefing senior government stakeholders
• Experience developing executive-level communications, reports, and presentations
• Experience with process planning, mapping and automation
• Experience supporting CX, stakeholder engagement, or change management initiatives
• Strong analytical and organizational skills with attention to detail
• Experience with ServiceNow
• Experience working in Agile, hybrid, or traditional federal program environments
• Experience using collaboration and project management tools (MS Teams, SharePoint, Jira, Confluence)
• Must be a U.S. citizen and able to obtain a DHS Public Trust

Responsibilities

• Develop and execute communications strategies supporting USCG programs and modernization efforts
• Create and maintain program communications products including briefings, executive summaries, newsletters, and status reports
• Serve as a liaison between program leadership, technical teams, and stakeholders to ensure clear messaging
• Support CX initiatives by gathering feedback, analyzing user needs, and recommending improvements
• Develop customer journey maps, stakeholder engagement plans, and change management materials
• Track and analyze program performance metrics related to communications and customer satisfaction
• Support governance activities including meeting coordination, action item tracking, and decision documentation
• Ensure communications and CX efforts align with USCG policies, branding, and reporting standards
• Contribute to continuous process improvement across program operations and service delivery

Skills

Written and verbal communication

Executive-level communications

Process mapping

Customer experience (CX)

Stakeholder engagement

Analytical and organizational skills

ServiceNow

Agile/hybrid/federal programs

Collaboration tools: MS Teams/SharePt/

US citizenship

Education

Bachelor's degree in Communications, Business, Public Administration, Information Systems, or related field

Tools

ServiceNow

MS Teams

SharePoint

Jira

Confluence

Job description

Description

Leidos Digital Intel IT sector is seeking a Program Analyst - Communications & Customer Experience (CX) to support the U.S. Coast Guard programs by leading communications, stakeholder engagement, and customer experience initiatives across mission, technical, and operational teams. This role focuses on translating complex program activities into clear, actionable communications while improving service delivery, user satisfaction, and program transparency. The analyst works closely with government leadership, program managers, and technical teams to ensure consistent messaging, effective management, and positive end-user experiences aligned with USCG priorities.

This is a Hybrid position with the expectation of 2 days onsite at CGHQ.

Key Responsibilities

• Develop and execute communications strategies supporting USCG programs, initiatives, and modernization efforts




• Create and maintain program communications products including briefings, executive summaries, newsletters, and status reports




• Serve as a liaison between program leadership, technical teams, and stakeholders to ensure clear and consistent messaging




• Support customer experience (CX) initiatives by gathering feedback, analyzing user needs, and recommending improvements




• Develop customer journey maps, stakeholder engagement plans, and change management materials




• Track and analyze program performance metrics related to communications effectiveness and customer satisfaction




• Support program governance activities including meeting coordination, action item tracking, and decision documentation




• Ensure communications and CX efforts align with USCG policies, branding, and reporting standards




• Contribute to continuous process improvement efforts across program operations and service delivery

Required Qualifications

• Bachelor's degree in Communications, Business, Public Administration, Information Systems, or a related field (or equivalent experience)




• 8+ years of experience supporting federal programs as a program analyst, communications specialist, or CX professional




• Strong written and verbal communication skills, including experience briefing senior government stakeholders




• Experience developing executive-level communications, reports, and presentations




• Experience with Process planning Mapping and automation




• Experience supporting customer experience (CX), stakeholder engagement, or change management initiatives




• Strong analytical and organizational skills with attention to detail




• Experience with ServiceNow




• Experience working in Agile, hybrid, or traditional federal program environments




• Experience using collaboration and project management tools (e.g., MS Teams, SharePoint, Jira, Confluence)




• Must be a U.S. citizen and able to obtain a DHS Public Trust

Preferred Qualifications

• Prior experience supporting DHS or U.S. Coast Guard programs




• Experience supporting IT, data, cloud, or digital modernization programs




• Familiarity with customer experience frameworks and human-centered design principles




• Experience with federal reporting, governance, or PMO functions

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Original Posting

July 29, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range

Pay Range $92,300.00 - $166,850.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [e-mail].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.