Customer Experience Analyst (CX)

We are seeking an experienced Customer Experience (CX) Specialist

This is a long term contract to start that is hybrid 3 days per week in Chicago

Key Responsibilities:

• Conduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience services day-to-day
• Facilitate complex workshops with senior stakeholders and cross-functional teams (e.g., journey mapping, service blueprinting, co-creation sessions)
• Design and manage CX measurement programs, including surveys, listening posts, dashboards, and trend analysis
• Analyze and synthesize qualitative and quantitative data into actionable insights and compelling narratives

Qualifications

• 2+ years of experience in CX
• Experience in IT Service Management (ITSM), help desk operations, or enterprise support environments a plus
• Experience with SurveyMonkey, etc
• Familiarity with journey mapping or service design tools (Miro, Mural, FigJam, Figma, Lucidchart, UXPressia, or similar)
• Pay around 30/hr