Business and Customer Experience Analyst- Secret Clearance required

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

None

Job Family:

Functional Experts

Job Qualifications:

Skills:

Analytical Thinking, Business, Customer Satisfaction, Design, User Experience (UX)

Certifications:

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. 

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day. 

We think. We act. We deliver. There is no challenge we can’t turn into an opportunity. And our work depends on a good Business and User Experience Analyst with proven experience in Design thinking, Customer Centric thinking, methodologies, all part of Human Center Design (HCD), to manage and improve for customer satisfaction for services provided to the State Department users in the Washington DC capitol Region. The location is Washington, DC. Telecommuting is supported. 

At GDIT, people are our differentiator. In this role, a typical day will include: 

• Assess root causes and customers’ perspective in cases where service delivery does not meet customer satisfaction expectations
• Assess positive feedback as a tool to improve services
• Extensive use of data to support the analysis of users’ feedback to identify viable opportunities for service delivery improvements that are Customer Centric
• Develop marketing artifacts associated with improvements.
• Extensive use of data to analyze the effectiveness of implemented opportunities and their effects on customer satisfaction.
• Strong customer service and communication skills, comfort in public speaking and briefing.
• Strong analytical skills
• Out of the box problem solving.

WHAT YOU’LL NEED:

• 5 years of proven experience in Design thinking, Customer Centric thinking, User Experience analysis, human-centric/user centric design on a large program.
• 5 years of proven experience in data collection, analysis, and presentation involving large, complex systems.
• 5 years of proven experience in data backed decisions that drives organizational change.
• Proven experience in data classification that led to service or product improvements
• Proven experience correlating data to customer needs to derive positive change.
• Proven analytical skills understanding data behind customer needs, data behind trends, analyzing rood cause of service delivery issues, and ability to propose data backed solutions that are clearly articulated to others.
• Proven experience engaging customers to determine requirements, gauging customer satisfaction, and identify opportunities for improvements.
• Excellent verbal and written communication skills 
• Must have current Secret Clearance

DESIRED:

• The use of AI to parse text data
• Predictive data analysis
• ServiceNow experience
• Proven experience developing new service levels.
• SAFe/Agile experience 

WHAT GDIT CAN OFFER YOU: 

• Full-flex work week 
• 401K with company match 
• Challenging work that makes a real impact on the world around you 
• Diverse, highly collaborative teams  

EDUCATION AND EXPERIENCE: BA/BS or equivalent, 5+ years of experience

Clearance Level Must Currently Possess:

Secret

The likely salary range for this position is $110,500 - $149,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Hybrid

Work Location:

USA IN Home Office (INHOME)

Additional Work Locations: