To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

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As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00077727
Location: Remote, United States
Category: Business Systems Analysis
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: Yes, 100%
Clearance: Public Trust
Referral Eligibility: Eligible
Group: Civil

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Description

Job Description:

Leidos is seeking an analytical and customer-centric professional to join our Customer Relationship Management (CRM) team and growing Customer Experience (CX) practice supporting citizen engagement with the federal government. The Leidos CRM and CX Analyst will leverage qualitative and quantitative market research and CRM insights to understand citizen behavior, assess cross-platform journeys, and propose and support initiatives to enhance engagement and citizen satisfaction. The successful candidate must be a highly organized problem-solver and comfortable managing multiple priorities in a dynamic environment.

This position will work across various Leidos contracts and support more than one federal agency.

In this role, you will:

  • Lead and/or support the administration and continuous improvement of CRM systems and execution of CX projects.

  • Serve as a lead client interface for specific project initiatives and deliverables.

  • Coordinate and conduct audience segmentation analysis and market research requiring expertise in qualitative and quantitative research and measurement, including survey collection methodologies, interviews, focus group facilitation, statistical interpretation, and OMB paperwork reduction processes.

  • Serve as lead business administrator of CRM systems to ensure efficient and successful business operations (primarily on behalf of the contact center and marketing teams), workflow, data management, and reporting.  Critically evaluates business processes and systems for improvement.

  • Represent business operations in all technical settings for new systems design, configuration, and upgrades—gathering requirements, translating user stories, supporting efficient design and workflows, identifying reporting needs, and conducting usability testing and user training.

  • Support Voice of the Customer measurement efforts—gathering and analyzing audience feedback and insights, preferences, needs, and challenges to inform continuous improvement.

  • Provide consultation to a multi-disciplinary team of strategic communication professionals regarding multi-channel citizen outreach and engagement best practices. Critically assess cross-platform user engagement metrics, strategic communication initiatives, product development, marketing campaigns, and digital applications for optimization opportunities. 

  • Leverage agile methodologies to lead or support CX projects.

  • Facilitate workshops of various stakeholders to analyze user engagement and craft CX artifacts (e.g., user personas, journey maps, bright spot analyses, affinity diagrams, and service blueprints) to support the ideation, design, and prototyping process to increase automation, modernize platforms, and improve customer satisfaction.

  • Conduct formal presentations using data to influence favorable decisions supporting projects to improve customer satisfaction.

To be considered for this position, you must possess:

  • More than 5 years of experience supporting CX, UX, or related initiatives.

  • Bachelor’s Degree in related field.

  • Expertise conducting metrics analysis and interpretation.

  • Experience translating complex ideas and data into well-designed and creative presentations and CX/UX artifacts.

  • Experience effectively facilitating collaboration sessions of multi-disciplinary teams into a common goal, such as conducting persona development and journey mapping workshops.

  • Knowledge of CRM systems such as Salesforce, Dynamics, PEGA, and/or ServiceNow CSM.

  • The ability to successfully obtain a DOJ-issued Public Trust clearance.

Not required, but additional education, certifications, and/or experience will be considered a plus:

  • CX or UX-related certifications such as Forrester, Nielsen Norman Group, Institute of Human-centered Design, and/or other industry-recognized certification.

Pay Range:

Pay Range $65,000.00 - $100,000.00 - $135,000.00

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Covid Guidance

In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC. 

About Leidos

Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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