Experience Management Analyst

Experience Management Analyst at Center for Internet Security

The Experience Management Analyst is a key member of the Sales and Business Services department, specifically within the Customer Experience team, reporting to the Senior Manager of Customer Experience. In this pivotal role, you will lead strategic, cross-functional Customer Experience (CX) initiatives designed to significantly elevate the customer journey across all touchpoints within the Center for Internet Security (CIS). This position seamlessly blends deep CX expertise with strong project management skills, ensuring that all initiatives are executed with clarity, precision, and a measurable positive impact. You will collaborate extensively with various business units across CIS to design, test, and support high-impact customer experience programs. This is a hands-on role requiring a detail-oriented, forward-thinking leader capable of driving alignment among diverse stakeholders and embedding customer-centric thinking throughout every stage of project 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, utilizing 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.
• Perform 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 core CX metrics questions, and a proactive approach to survey planning and execution.
• 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.

Key skills/competency

• Customer Experience (CX)
• Project Management
• Qualtrics Platform
• Survey Design & Execution
• Data Synthesis & Analysis
• Cross-functional Leadership
• Stakeholder Alignment
• SaaS Environments
• Strategic Planning
• Communication Skills