CX Research Analyst

Aretum is a mission-driven organization providing innovative, technology-enabled solutions across the defense, civilian, and homeland security sectors. Operating at the intersection of strategy, technology, and transformation, the organization helps government agencies address critical challenges while fostering collaboration, inclusion, and professional growth.

About the Role

The CX Research Analyst conducts research and analysis to understand stakeholder needs, behaviors, and experiences. This role applies customer experience research methods, strategic communications, and stakeholder engagement to translate insights into actionable recommendations that improve products, services, and overall user experiences.

Responsibilities

• Conduct stakeholder interviews, surveys, and user research to identify needs, challenges, and opportunities.
• Develop customer journey maps and experience assessments to identify pain points and areas for improvement.
• Analyze product and service data to evaluate customer experience and identify meaningful trends.
• Engage internal and external stakeholders to gather feedback and support customer-focused initiatives.
• Prepare research findings, recommendations, presentations, and communications to inform leadership and support strategic decision-making.
• Apply customer experience research and performance insights to recommend improvements.
• Facilitate discussions and stakeholder sessions to gather qualitative and quantitative insights.
• Support the development and implementation of customer experience improvement initiatives.

Requirements

• Bachelor’s degree with 5 years of relevant experience, or an equivalent combination of education and experience.
• Experience supporting customer experience, service design, or organizational improvement initiatives in government, consulting, or large enterprise environments.
• Ability to use customer experience research and performance data to influence strategy and decision-making.
• Familiarity with customer experience measurement tools, journey mapping platforms, or data visualization tools.
• Experience applying customer experience principles and research techniques to improve user or stakeholder experiences.
• Strong stakeholder engagement skills, including conducting interviews and facilitating discussions.
• Proficiency in user research methods such as surveys, interviews, journey mapping, and data analysis.
• Strong strategic communication, analytical, collaboration, and presentation skills.

Pay

Salary range of $105,000–$120,000 annually, determined by education, experience, qualifications, skills, and contract requirements.

Benefits

• Health care plan including medical, dental, and vision insurance.
• 401(k) retirement plan.
• Basic, voluntary, and AD&D life insurance.
• Paid time off.
• Family leave, including maternity and paternity leave.
• Short-term and long-term disability coverage.
• Training and professional development opportunities.