The primary focus of the Customer Experience Analyst (CXA) role is to strategize, design, test, survey, support and conduct other experience management duties. Reporting to the Senior Director of Customer Experience, this role will be responsible for partnering with business units across CIS to shape and execute initiatives to provide a best-in-class customer experience for the CIS community. This is a hands-on role with the goal of ensuring customer centric thinking and best practices are applied throughout the organization. You have a deep interest in both qualitative and quantitative research and you are able to think in customer journeys. You understand how different types of data and research methodologies can contribute to painting a wholistic picture of how the customer experiences their journey. You are detail oriented and forward thinking, with the tenacity and energy to solve complex challenges under demanding time constraints. You’re able to create simple and actionable insights out of a wide range of data sets. The Customer Experience Analyst will collaborate with internal stakeholders, experience management (Qualtrics) technical resources and customer experience vendors to deliver a meaningful and positive impact for our members across all touchpoints. This is a highly visible position that will work closely with the CIS leadership, sales, marketing, product management, support, and operations teams to meet organization objectives.

The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry leading best practices for securing IT systems and data. We lead a global community of IT professionals to continuously evolve these standards and provide products and services to proactively safeguard against emerging threats.

• Own and Manage the Qualtrics Experience Management platform
• Build relationships and collaborate with cross-functional teams to measure the customer experience across their end-to-end journeys
• Design and draft surveys, dashboards, and reporting
• Evangelize customer centricity and Customer Experience best practices
• Collaborate with internal and external teams to define and track Customer Experience metrics
• Gathering feedback at scale, analyzing data, and creating reports for the organization
• Drive clear outcome-driven strategies that support organizational goals and priorities
• Create iterative Customer Experience improvement strategies, testing and learning, and optimizing based on results
• Demonstrate knowledge of and supports mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior
• Other Duties as assigned

• Bachelor’s Degree with focus and/or experience relevant to the above duties*
• Working experience with the Qualtrics platform
• Minimum of 2 years’ experience working in a survey writing, customer experience or similar role
• Minimum of 2 years’ experience:
  • Designing and developing surveys and dashboards
  • Developing customer journey maps
  • Designing and executing customer research and data analysis
• Ability to manage multiple concurrent projects on time and against the defined objectives
• Strong experience influencing cross-functional multidisciplinary teams
• Ability to rapidly assess high-level & ambiguous problems, define scope and options, then evaluate and recommend partnership strategy to address critical business issues
• Exceptional conceptual thinking and analytical problem-solving abilities
• Ability to effectively interface with senior management and staff
• Must be authorized to work in the United States

It's a plus if you have:

• Certification: Qualtrics Platform Essentials Certification Journey L1

*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

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.