Customer Experience Management Analyst - Remote

Center for Internet Security is committed to enhancing customer experiences and is seeking a Customer Experience Management Analyst. This role involves leading strategic customer experience initiatives, collaborating with various business units, and ensuring customer-centric practices are integrated throughout project delivery.

Responsibilities:

• Facilitate weekly prioritization meetings, track project progress, and maintain CX roadmaps in alignment with business goals
• Translate customer insights into actionable project plans that include milestones, timelines, success metrics, and resource assignments
• Lead cross-functional workstreams, ensuring team accountability through clear documentation, role alignment, and collaborative sprint planning
• Maintain organized systems for tracking, reviewing, and reporting on CX initiatives, using platforms like Qualtrics, project dashboards, and internal tools
• Champion both quantitative and qualitative research methods to develop holistic views of the customer journey
• Synthesize complex data into simple, engaging, and insight-driven deliverables that inform experience improvements
• Collaborate with internal teams and vendors to deliver secure, scalable CX enhancements that align with compliance and security standards
• Other tasks and responsibilities as assigned

Requirements:

• Bachelor's degree in CX, Business, Communications, Psychology, or a relevant field
• 2+ years of experience in CX, survey design, or experience management, ideally using Qualtrics
• 2+ years of experience utilizing Qualtrics
• Experience in developing surveys, understanding the core CX metrics questions, and proactive approach to survey planning and execution
• Experience with enterprise task management tools (JIRA, Confluence, etc.)
• Proven experience managing multiple concurrent projects and delivering against timelines, scope, and objectives
• Strong program and project management skills, including prioritization, sprint planning, and stakeholder alignment
• Experience leading cross-functional teams and driving CX initiatives across departments
• Familiarity with SaaS environments, with hands-on experience using the Qualtrics platform
• Comfortable tracking and reviewing work in progress, documenting outcomes, and holding teams accountable
• Ability to rapidly assess complex or ambiguous problems, define scope, and propose strategic partnership or process improvements
• Excellent critical thinking and analytical skills with a talent for simplifying complex data into actionable insights
• Strong interpersonal and communication abilities; adept at working with both senior leadership and operational staff
• Must be authorized to work in the United States
• Qualtrics certification (Qualtrics Platform Essentials Certification Journey L1)
• Project management certification such as a PMP, CSM, CAMP or others
• Additional years of relevant experience or a combination of an Associate's degree or equivalent and relevant experience may be substituted for the Bachelor's degree