Center for Internet Security · 2 days ago
Experience Management Analyst - Remote
United States
Full-time
Remote
Entry, Mid Level
$61K/yr - $105K/yr
2+ years expCenter for Internet Security is seeking an Experience Management Analyst to join their Customer Experience team. The role involves leading strategic initiatives to enhance customer experience across all touchpoints, requiring strong project management skills and collaboration with various business units.
AssociationCyber SecurityNetwork SecurityNon Profit
No H1B
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
Qualification
Required
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
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
Preferred
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
Company
Center for Internet Security
The Center for Internet Security is focused on enhancing the cybersecurity readiness and response of public and private sector entities.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Sean Atkinson
Chief Information Security Officer
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