CX Qualtrics Analyst

DHS Suitability Required

About Aretum

Aretumis a mission-driven organization committed to delivering innovative technology-enabled solutions to our customers across defense civilian and homeland security sectors. Our teams work at the intersection of strategy technology and transformation helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration inclusion and professional growth are at the forefront.

Job Summary

Aretum is seeking a CX Qualtrics Analyst that conducts research and analysis to understand stakeholder needs experiences and opportunities for improvement. This role uses customer experience methods strategic communications and stakeholder engagement to translate insights into actionable recommendations that improve products services and overall user experiences.

Due to the nature of our work as a federal consulting organization employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Responsibilities

• Conduct stakeholder interviews surveys user research and other qualitative and quantitative research activities to identify needs challenges and opportunities.
• Develop customer journey maps and experience assessments to identify pain points gaps and opportunities for process or product improvement.
• Analyze product and service performance data to evaluate customer experience identify trends and develop actionable insights.
• Engage with internal and external stakeholders to gather feedback build alignment and support customer-focused initiatives.
• Develop clear findings recommendations presentations and other communications to inform leadership and support strategic decision-making.

• BS/BA degree and 5 - 7 years of relevant experience or an equivalent combination of education and experience.
• Assist CB CX Fed Lead in establishing managing and executing the CB Survey Request process including process roll-out master survey calendar creation and management and survey creation and finalization.
• Lead the day-to-day operations of the CB Survey Request Management Process including workflow oversight triaging requests and additional information as needed and routing for approval.
• Serve as first-line advisement on matters related to CX in support of approving or denying survey requests survey design and timeline distribution.
• Program CB surveys within Qualtrics including initial creation modification and review and finalization.
• Ensure proper notifications are established within Qualtrics for requesting team and CB CX notifications on survey responses and data insights.
• Support the CB CX Federal Lead in developing and executing a data analysis initiative for information gathered via the CB Survey Request Management Process.
• Identify tooling capabilities within Qualtrics and others to analyze and display survey data insights. Ensure integration of survey data insights into other CB CX data analysis efforts.
• Experience supporting customer experience service design or organizational improvement initiatives in a government consulting or large enterprise environment.
• Experience using customer experience research and performance data to influence product service or operational strategy.
• Familiarity with customer experience measurement tools journey mapping platforms or data visualization tools.

Travel Requirements

This is a remote position; however occasional travel may berequiredbased on project needs client meetings team collaboration events or training is expected to be less than 10% and will be communicated in advance whenever possible.

EEO Statement

Aretumis committed to fostering a workplace rooted in excellence integrity and equal opportunity for all. We adhere to merit-based hiring practices ensuring that all employment decisions are made based on qualifications skills and ability to perform the job without preference or consideration of factors unrelated to job performance.

As an Equal Opportunity EmployerAretumcomplies withall applicable federal state and local employment laws.

We are proud to support our nations veterans and military familiesprovidingcareer opportunities that honor their service and experience.

If you require reasonable accommodation during the hiring process due to a disability please contactforassistance.

Equal Opportunity Employer/Veterans/Disabled

U.S. Work Authorization

Due to federal contract requirements only U.S. citizens are eligible for this position. This position supports a federal government contract and requires the ability to obtain andmaintaina Public Trust or Suitability Determination depending on the agencys background investigation requirements.

• Salary Range: $90000$110000 annually. Final compensation will be determined based on factors including education experience qualifications skills and applicable contract requirements.
• Health Care Plan (Medical Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic Voluntary & AD&D)
• Paid Time Off
• Family Leave (Maternity Paternity)
• Short Term & Long-Term Disability
• Training & Development

Required Experience:

IC