Experience Operations Lead

About the role

ECS is seeking an Experience Operations Lead to work in our Arlington, VA (Hybrid) office supporting the Joint Cyber Defense Collaborative (JCDC). The role blends customer experience strategy with business and performance analysis to improve stakeholder outcomes and operational efficiency across JCDC and Cybersecurity Division (CSD) programs. The Experience Operations Lead will work directly with stakeholders to understand needs, analyze performance data, define success metrics, improve processes, manage knowledge systems, and implement scalable solutions, combining stakeholder research and human-centered design with data-driven analysis, continuous improvement, and operational strategy to deliver measurable impact in a mission-focused cybersecurity environment.

Responsibilities

• Stakeholder Experience & Research: Conduct stakeholder interviews and discovery sessions to understand user needs, expectations, challenges, and experiences; develop and administer surveys and other feedback mechanisms to capture stakeholder insights; apply CX and human-centered design principles to improve stakeholder experiences; support customer journey mapping and stakeholder experience assessments; help simplify complex cybersecurity information and services to create clearer, more effective stakeholder experiences.
• Performance & Business Analysis: Analyze quantitative and qualitative data to identify trends, pain points, inefficiencies, and opportunities for improvement; use data visualization and reporting tools to translate complex data into actionable insights for leadership; track and analyze product and program performance metrics to measure success and inform strategic decisions; define key performance indicators (KPIs), success metrics, and baselines for programs and initiatives; conduct business process analysis to identify bottlenecks and optimization opportunities; produce regular (monthly, quarterly, annual) performance reports and executive briefings.
• Process Improvement & SOP Development: Lead process discovery initiatives to document current-state workflows and identify improvement opportunities; develop, document, and implement standard operating procedures (SOPs) to improve consistency and efficiency; partner with program, technical, communications, and cybersecurity teams to translate user needs and data insights into practical improvements; support continuous improvement initiatives and measure the effectiveness of implemented changes; streamline processes, services, communications, content, and digital interactions based on evidence.
• Knowledge Management & Training: Design and implement knowledge management systems and practices to improve information accessibility and organizational learning; develop training materials, guidance documents, and enablement resources for stakeholders and internal teams; support onboarding and change management efforts for new processes, tools, or initiatives; create and maintain documentation repositories and knowledge bases.
• Strategic Collaboration & Communication: Communicate findings, insights, and recommendations to program and customer leadership; collaborate across multidisciplinary teams and engage effectively with government and mission stakeholders; build strategic relationships with internal and external partners supporting cybersecurity initiatives; translate technical concepts and data into clear, actionable recommendations for diverse audiences.

Requirements

• 5+ years of experience in customer experience, business analysis, performance analysis, stakeholder engagement, process improvement, or related disciplines.
• Demonstrated experience conducting stakeholder research, interviews, surveys, and data analysis.
• Strong analytical skills with experience translating data and feedback into actionable recommendations and process improvements.
• Experience developing SOPs, process documentation, or operational workflows.
• Proficiency with data analysis and visualization (e.g., Excel, PowerPoint, reporting dashboards).
• Experience defining success metrics, KPIs, or performance baselines.
• Excellent written and verbal communication skills, including executive-level reporting and presentations.
• Ability to manage multiple priorities