Customer Experience Specialist

18 hours ago

Fairfax, United States ECS Full time
ECS is seeking a Customer Experience Specialist to work in our Fairfax, VA office.

ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency's (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete 'Data Services' solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements.

We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key. Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must

The Customer Experience (CX) Specialist supports the development and optimization of the end-to-end customer experience with the Data Services solution. Core responsibilities include but are not limited to:
  • Work with the CX lead to develop and implement a holistic CX vision and strategy that prioritizes customer satisfaction, ensures consistency of interactions, and aligns with client and organizational values
  • Assist with the development and implementation of a roadmap of customer experience goals
  • Work with other CX professionals, developers, program managers, and stakeholders, using shared definitions of customer satisfaction, service use, and related metrics to ensure CDM offers a consistent, seamless experience alongside other non-CDM CISA services
  • Support the maturity of CX activities and processes by embedding customer-oriented thinking into daily operations to ensure delivery of high-quality products and exceptional customer experiences
  • Plan, organize, and conduct customer outreach and research activities, such as interviews, surveys, technical demonstrations, and collaboration sessions with agencies
  • Work with the lead to develop, implement, and execute standards of collecting and analyzing customer data and feedback, aligned with key performance and risk indicators, and focused on customer behaviors and sentiments throughout the entire customer journey
  • Use customer research-including feedback, operational and transactional data, observations from interviews, etc.-to report on actionable insights for development teams to iteratively improve customer experiences

  • US citizenship with ability to obtain Public Trust Suitability
  • 3+ years combined professional experience in CX, design thinking, human-centered design, and federal consulting
  • Results-oriented problem solver with high standards for quality, accuracy, attention to detail, and overall excellence
  • Subject matter expertise in crafting key CX deliverables (e.g., customer journey maps, research plans, service blueprints, stakeholder maps, user flows, storyboards, interaction models, wireframes and prototypes for complex systems, testing plans), and the ability to advise others on their proper use
  • Ability to interpret customer research and analytics to produce key insights and recommendations
  • Ability to collaborate with UX/UI designers, developers, and technical teams for high-fidelity prototyping, piloting, testing, and implementation efforts
  • Excellent written and oral communication skills, demonstrating the ability to facilitate workshops, compose reports, and present status updates to clients and other stakeholders
  • Service-oriented approach to addressing root causes of dissatisfaction, and proactively coordinate with the team to address any delivery issues
  • Excellent attention to detail and organizational skills, paired with the ability to manage multiple priorities and stakeholders
  • Experience demonstrating and an understanding of Agile delivery methodologies and tools, such as Atlassian Jira and Confluence
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