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Customer Relationship Management (CRM) and CX Analyst

Company: Leidos
Location: Herndon
Posted on: August 7, 2022

Job Description:

DescriptionJob Description:Leidos is seeking an analytical and customer-centric professional to join our Customer Relationship Management (CRM) team and growing Customer Experience (CX) practice supporting citizen engagement with the federal government. The Leidos CRM and CX Analyst will leverage qualitative and quantitative market research and CRM insights to understand citizen behavior, assess cross-platform journeys, and propose and support initiatives to enhance engagement and citizen satisfaction. The successful candidate must be a highly organized problem-solver and comfortable managing multiple priorities in a dynamic environment.This position will work across various Leidos contracts and support more than one federal agency.In this role, you will:Lead and/or support the administration and continuous improvement of CRM systems and execution of CX projects.Serve as a lead client interface for specific project initiatives and deliverables.Coordinate and conduct audience segmentation analysis and market research requiring expertise in qualitative and quantitative research and measurement, including survey collection methodologies, interviews, focus group facilitation, statistical interpretation, and OMB paperwork reduction processes.Serve as lead business administrator of CRM systems to ensure efficient and successful business operations (primarily on behalf of the contact center and marketing teams), workflow, data management, and reporting. Critically evaluates business processes and systems for improvement.Represent business operations in all technical settings for new systems design, configuration, and upgrades-gathering requirements, translating user stories, supporting efficient design and workflows, identifying reporting needs, and conducting usability testing and user training.Support Voice of the Customer measurement efforts-gathering and analyzing audience feedback and insights, preferences, needs, and challenges to inform continuous improvement.Provide consultation to a multi-disciplinary team of strategic communication professionals regarding multi-channel citizen outreach and engagement best practices. Critically assess cross-platform user engagement metrics, strategic communication initiatives, product development, marketing campaigns, and digital applications for optimization opportunities.Leverage agile methodologies to lead or support CX projects.Facilitate workshops of various stakeholders to analyze user engagement and craft CX artifacts (e.g., user personas, journey maps, bright spot analyses, affinity diagrams, and service blueprints) to support the ideation, design, and prototyping process to increase automation, modernize platforms, and improve customer satisfaction.Conduct formal presentations using data to influence favorable decisions supporting projects to improve customer satisfaction.To be considered for this position, you must possess:More than 5 years of experience supporting CX, UX, or related initiatives.Bachelor s Degree in related field.Expertise conducting metrics analysis and interpretation.Experience translating complex ideas and data into well-designed and creative presentations and CX/UX artifacts.Experience effectively facilitating collaboration sessions of multi-disciplinary teams into a common goal, such as conducting persona development and journey mapping workshops.Knowledge of CRM systems such as Salesforce, Dynamics, PEGA, and/or ServiceNow CSM.The ability to successfully obtain a DOJ-issued Public Trust clearance.Not required, but additional education, certifications, and/or experience will be considered a plus:CX or UX-related certifications such as Forrester, Nielsen Norman Group, Institute of Human-centered Design, and/or other industry-recognized certification.Pay Range:Pay Range $65,000.00 - $100,000.00 - $135,000.00The Leidos pay range for this job level is a general guideline only and 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.

Keywords: Leidos, Germantown , Customer Relationship Management (CRM) and CX Analyst, Executive , Herndon, Maryland

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