Job Details

The Customer Experience Management Analyst is part of the Sales and Business Services department, which resides on the Customer Experience team and reports to the Senior Manager of Customer Experience. As our Customer Experience Management Analyst, you will play a pivotal role in leading strategic, cross-functional Customer Experience (CX) initiatives that elevate the customer journey across all touchpoints within CIS. This role blends CX expertise with strong project management skills to ensure initiatives are executed with clarity, precision, and measurable impact. You will partner with business units across CIS to design, test, and support high-impact customer experience programs. This hands-on role requires a detail-oriented, forward-thinking leader who can drive alignment across stakeholders and ensure that customer-centric thinking is embedded in every stage of delivery.

What You'll Do:

• 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

What You'll Need:

• 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
• Experience with enterprise task management tools (JIRA, Confluence, etc.)
• 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

It's a Plus if You Have:

• 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.

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.

Compensation Range:
USD$62,300.00 - $106,800.00