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Customer Experience (CX) Analyst

Location Baltimore, United States
Posted 04-October-2021
Customer Experience (CX) Analyst

Position Description
CGI Federal is seeking a Customer Experience (CX) Analyst as a key member of our CX team within the chief business office of a large government agency. The SME must have experience with a large organization and preferably another federal agency for the mission of supporting the maturing of the agency's service delivery and data analytics reporting capabilities.

Your future duties and responsibilities
Data Analytics responsibilities including CX Dashboard development, Customer Research and Voice of the Customer (VOC) Program support, CX data and management information (MI) Collection, and CX Performance Indicators and Measures.
Customer experience strategy and insights responsibilities including Customer Journey mapping and Service Design/Service Delivery Strategy support
Delivery and governance responsibilities including CX Closed-loop process Implementation and Integration, CX Training Materials and Employee Engagement Plans, OMB A-11 Compliance, CX Action Plan execution support.
Create and submit three Data Analysis Reports (2nd Qtr, 3rd Qtr and 4th Qtr) per year.
Conduct Quarterly CX Strategy and CX Governance Learning Sessions.
Participate in CX Data Analytics, CX Strategy and CX Governance Meetings.
Data manipulation expertise involving data extractions, data matching between multiple systems, transformations, cleansing, and loading.
Data engineering experience involving structured and unstructured data.

Required qualifications to be successful in this role
Strong expertise in customer journey mapping
CX support experience with a large organization.
Experience with the integration of Legacy systems and data repositories.
Experience in interpreting results from statistical and mathematical models.
Experience in advanced data visualizations, machine learning, and predictive modeling.

Desired qualifications:
Software: Medallia, Toad Data Point, Jupyter Notebook and Google Analytics
Programming: SAS, SQL, Python
CX support experience with a large federal agency
Federal security credentials

Master's degree and 8+ years of experience OR Bachelor's degree and 14+ years of experience


Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients' digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at .

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.

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