Job Description:
Staffing Agency: Apex System
Job Title: Customer Experience Specialist
Location: Hybrid in Fairfax, VA
Company: Apex Systems
Pay Rate: $41-$55 an hour Max
Status: Contract to Hire
Core Responsibilities:
- Develop and implement a customer experience (CX) strategy to ensure customer satisfaction and consistency.
- Create a roadmap for CX goals.
- Collaborate with CX professionals, developers, and stakeholders to provide a seamless customer experience.
- Embed customer-focused thinking into daily operations.
- Conduct customer outreach and research activities (e.g., interviews, surveys).
- Collect and analyze customer data to improve experiences.
Required Skills:
- US citizenship with the ability to obtain/maintain Public Trust Suitability.
- 3+ years of experience in CX, design thinking, human-centered design, and federal consulting.
- Strong problem-solving skills and attention to detail.
- Expertise in creating CX deliverables (e.g., journey maps, research plans).
- Ability to interpret customer research and provide insights.
- Collaboration skills with UX/UI designers and technical teams.
- Excellent communication and organizational skills.
- Experience with Agile/ methodologies and tools (e.g., Jira, Confluence).
Desired Skills:
- Knowledge in strategy, business development, and project management.
- Experience as a Scrum Master and with SAFe Certification.
- Experience using Microsoft PowerBI and/or Tableau
- Experience with DHS programs and cybersecurity.
- Proficiency in survey and analytics tools (e.g., Qualtrics, Google Analytics).
- Skills in data visualization and design applications (e.g., Adobe Creative Cloud, Figma).
- Experience with digital collaboration tools (e.g., Miro, Mural).
- Public speaking and presentation skills.