Customer Experience (CX) and Usability Specialist - IT

Company Overview

TestPros is a successful and growing business, established in 1988 to provide Information Technology (IT) technical support services to a wide range of Commercial and U.S. Federal, State, and Local Government customers. Our capabilities include Program Management, Program Oversight, Process Audit, Cyber Security, Zero Trust, Resiliency, CMMC and NIST SP 800-171 Assessment and Compliance, Computer Forensics, Software Assurance, Governance Risk Management and Compliance (GRC), Privacy, Software Testing, Test Automation, Customer Experience (CX), Section 508 and WCAG Accessibility Assessment, Usability, Localization Testing, Independent Verification and Validation (IV&V), Quality Assurance (QA), Intelligence Analysis, and Research and Development (R&D) services.

TestPros delivers innovative independent IT assessment solutions to critical challenges facing the nation and the world.  We support the U.S. Federal Government and Commercial clients within the continental USA. TestPros is dedicated to making lives better, safer and more secure.

Job Summary

TestPros is seeking Information Technology (IT) professionals with an analytical and customer-focused mindset, and an established understanding of Customer Experience (CX) usability assessment, consultation, and best practice remediation.  As a CX Specialist you will support customer engagement and leverage qualitative and quantitative market research to understand customer behavior. This position requires you to have experience with Customer Experience (CX), User Interface (UI), User Experience (UX), Usability, and Accessibility (Section 508 / WCAG) guidelines and best practice implementation.

Location: Remote (work from home) with occasional travel/work onsite at customer locations and/or TestPros labs in Sterling, VA. 

Responsibilities and Duties

• Lead and support Voice of the Customer measurement efforts—gathering and analyzing market research insights identifying customer segments, preferences, needs, and challenges to inform decision making.
• Support the maturation of the TestPros CX practice and Voice of the Customer program(s).
• Conduct customer journey workshops to assess and optimize cross-channel strategic communication initiatives, product development, marketing campaigns, and digital applications.
• Effectively utilize the latest appropriate CX maturity models, processes, tools, and user experience (UX) techniques to craft various artifacts supporting the design and prototyping process, including persona development, journey mapping, bright spot analyses, user stories, and metrics mapping and analyses.
• Perform complete audits and validation assessment / testing on software and documents, based upon Customer Experience (CX), User Interface (UI), User Experience (UX), Usability, and Accessibility (Section 508 / WCAG) guidelines and best practices.
• Develop and present compelling data-driven and return on investment-focused business rationale to influence favorable project support decisions.
• Provide consultation to a multi-disciplinary team of strategic communication professionals regarding multi-channel citizen outreach and engagement best practices.
• Document detailed findings to communicate identified issues and recommend potential solutions and best practices for remediation of discovered issues / violations.
• Apply process and/or software fixes.
• Develop and deliver informative and useful high quality outreach/educational presentations.
• Prepare and conduct training on related topics.
• Develop, manage, and maintain current marketing and outreach activities and coordinate with internal and external customers.

Required Qualifications and Skills

• B.A. or B.S. in computer science, information technology, human computer interaction, or related field preferred.
• Knowledge of Customer Experience (CX), User Interface (UI), User Experience (UX), Usability, and Accessibility (Section 508 / WCAG) maturity models, guidelines, and best practices.
• Knowledge of Closed Captioning' guidelines.
• Experience with ANSI/INCITS-354 Common Industry Format (CIF) for Usability Test Reports.
• Experience with ISO 9241-210 2019, Ergonomics of human-system interaction.
• Expertise conducting metrics analysis and interpretation.
• Experience translating complex ideas and data into well-designed and creative presentations and CX/UX artifacts. Advanced proficiency using presentation software such as Power Point.
• Experience effectively facilitating collaboration sessions of multi-disciplinary teams into a common goal, such as conducting persona development and journey mapping workshops.
• Excellent written communication skills for hea