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Customer Experience Specialist

2 months ago

Fairfax, United States Apex Systems Full time

Staffing Agency: Apex System

Job Title: Customer Experience Specialist

Location: Hybrid in Fairfax, VA

Company: Apex Systems

Pay Rate: $41-$55 an hour Max

Status: Contract to Hire

Core Responsibilities:

  • Develop and implement a customer experience (CX) strategy to ensure customer satisfaction and consistency.
  • Create a roadmap for CX goals.
  • Collaborate with CX professionals, developers, and stakeholders to provide a seamless customer experience.
  • Embed customer-focused thinking into daily operations.
  • Conduct customer outreach and research activities (e.g., interviews, surveys).
  • Collect and analyze customer data to improve experiences.

Required Skills:

  • US citizenship with the ability to obtain/maintain Public Trust Suitability.
  • 3+ years of experience in CX, design thinking, human-centered design, and federal consulting.
  • Strong problem-solving skills and attention to detail.
  • Expertise in creating CX deliverables (e.g., journey maps, research plans).
  • Ability to interpret customer research and provide insights.
  • Collaboration skills with UX/UI designers and technical teams.
  • Excellent communication and organizational skills.
  • Experience with Agile/ methodologies and tools (e.g., Jira, Confluence).

Desired Skills:

  • Knowledge in strategy, business development, and project management.
  • Experience as a Scrum Master and with SAFe Certification.
  • Experience using Microsoft PowerBI and/or Tableau
  • Experience with DHS programs and cybersecurity.
  • Proficiency in survey and analytics tools (e.g., Qualtrics, Google Analytics).
  • Skills in data visualization and design applications (e.g., Adobe Creative Cloud, Figma).
  • Experience with digital collaboration tools (e.g., Miro, Mural).
  • Public speaking and presentation skills.