FTE - Customer Feedback Analytics and Visualization Specialist - Remote during COVID-19

Role:Customer Feedback Analytics and Visualization Specialist Location: Woodlawn, MD - Remote during COVID-19 - onsite after Duration: Fulltime Interview: Phone and Skype Education Level: Bachelor's Degree required Clearance Required: Public Trust Clearance required to start Overview: This initiative will leverage leading customer feedback collection, data visualization and modeling capabilities to supplement existing COVID Cx analytics' understanding of data and operations and provide the agency with integration to other data sources used for operational dashboarding. Using integrated data strategies and modeling will enable to produce valuable insights from data at scale, and in an agile and responsive manner. This will be accomplished by:

• Understanding current feedback gathering methods and gaps across customer journeys and customer service channels
• Utilizing understanding of agency data to identify preliminary data to include in dashboard view.
• Aggregating gathered feedback data with other agency operational data to correlate operational action to customer satisfaction
• Developing visualizations utilizing leading enterprise platforms for integrating customer feedback collection with dynamic data visualization
• Provide executive level analyses and data dashboards for priority organizational initiatives, in light of federal agency strategy requirements, changing technical landscape, and evolving customer expectations.

• Current state analysis of business processes and their performance measures
• Participate in quality reviews to ensure work complies with specified standards
• Visualization and analysis of business process performance data
• Develop team workplans
• Perform workflow analyses
• Define business architecture design requirements
• Conduct or provide guidance on research and analysis
• Assist in project budget preparation

• Current state analysis
• Quality reviews
• Visualization and analysis of business process data
• Developing workplans
• Workflow analyses
• Defining business architecture design requirements
• Conducting research and analysis
• Experience developing visualizations in Medalia or Qualtrics

• Program/Project Management
• Business Documentation