Customer Experience Specialist

3 weeks ago

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

We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment. At ECS, problem solving, critical thinking, a holistic approach, and dedication to improving customer experiences and understanding stakeholder needs are key to supporting the federal mission.

In this role, you will support a federal government agency by leading the design of iterative, research-driven, and customer-centric experiences. The ideal candidate possesses extensive experience using design principles and practices to guide the satisfying digital, physical, and human experiences to the agency's customers. You will work closely with the ECS development team - product managers, engineers, architects, and other designers - and your federal clients to conduct user research and design solutions that lead to modern, robust, and seamless experiences.

Day to day responsibilities include:
  • Working solo or with a small team, create and execute research plans, including understanding requirements and stakeholder needs; drafting the plan with milestones, level of effort; create test scripts or other materials; execute the interview, focus group, etc.; analyze the results to affirm a hypothesis, validate improvements, identify gaps; and present actionable insights to managers and senior leaders clearly and in a compelling way.
  • Plan and execute robust customer research using a variety of engagement strategies and tools (e.g., surveys, interviews, focus groups, direct observations, open and closed usability tests)
  • Create research analysis reports, workflows, day-in-the-life scenarios, stakeholder profiles, user personas, user flows, journey maps, use case summaries, and other research artifacts that develop a clear understanding and empathy for customers.
  • Use research findings to reveal key insights that guide the design of dynamic experiences that exceed the expectations of both agencies and their customers.
  • Create engaging, human centered experiences across all touchpoints (digital and physical)
  • Participate in design sprints, workshops, CX demos, and CX trainings.
  • Conduct rapid prototyping and testing of design concepts together with customers and colleagues.
  • Collaborate with federal practice engineers and federal clients to define, design, and implement innovative, intuitive solutions for use by our federal customer and their stakeholders.
  • Validate new designs through usability testing, collecting and incorporating user feedback throughout the product development process.
  • Collaborate in the creation of customer experience success stories, case studies, demonstrations, and trainings.
  • Craft scalable CX resources and templates (e.g., playbooks, frameworks, etc.) that will guide the growth and evolution of a customer-centric mindset within the federal government.
  • Gather operational and transactional (telemetry) data to improve understanding of customer behaviors
  • In partnership with other design professionals and aligning to federal government best practices, use common drivers of satisfaction (measures of ease, speed, quality, etc.) to identify cross-program opportunities for improving experiences.
  • Analyze operational, transactional, and sentiment data to create a comprehensive understanding of customer behaviors and preferences, and share insights learned with program teams.

  • Must be a US Citizen
  • Must be able to obtain a Public Trust
  • Bachelor's Degree or equivalent experience
  • 5+ years combined professional design experience (e.g., UI, UX, CX, UX Research)
  • Strong portfolio that showcases the candidate's ability to make research-driven decisions in the design of responsive and accessible digital experiences
  • Ability to create and execute research plans.
  • Experience with user research methods (e.g., collecting user feedback), design principles, design frameworks, and user interface design standards
  • Experience developing and providing compelling presentations, guides, briefings, white papers as appropriate
  • Experience using digital whiteboard tools such as Mural, Miro, or FigJam
  • Experience working with project managers to manage design workload, sequence and prioritize tasks, and estimate level of effort for CX and UX activities
  • Experience with tracking work and information in Jira and Confluence

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