Contrast & Co.
This range is provided by Contrast & Co.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$100,000.00/yr - $115,000.00/yr Contrast and Co. is seeking a mid-level Customer Experience (CX) Analyst to join a cross-functional team supporting the Alcohol and Tobacco Tax and Trade Bureau (TTB). In this role, you'll conduct CX measurement activities, integrating qualitative and quantitative data to generate actionable insights that drive service improvements. You’ll work closely with service owners, researchers, and designers to evaluate service effectiveness and identify opportunities to enhance the customer experience. You’ll also support TTB’s broader design and operational initiatives by evaluating their current approach to CX measurement and developing a roadmap to mature their CX data practices—helping TTB better understand and serve customers across all touchpoints. This is a full-time position contingent on contract award, with a 12-month contract duration. What You’ll Do
Conduct mixed-method CX research using interviews, surveys, behavioral analytics, and usability data. Analyze product performance and customer feedback to identify trends, pain points, and opportunities. Create and maintain a CX data inventory that maps sources, tools, gaps, and priorities. Build performance measurement frameworks aligned with service and mission goals. Deliver insights via dashboards, briefings, or custom reports based on audience needs. Support alignment of CX measurement with broader program goals and KPIs. Lead the evaluation of service improvements using tools such as SUS, CSAT, customer trust, and task-based metrics. Provide data to inform journey mapping, service blueprinting, and segmentation led by other team members. Collaborate with data scientists, engineers, and analysts to integrate and interpret CX data. Support evaluation of COTS tools that improve CX data collection, synthesis, and visualization. Communicate findings to stakeholders using compelling visualizations and clear storytelling. Other relevant duties as assigned, as trained and qualified to perform. How You’ll Qualify for this Role
Bachelors Degree plus at least 3 years of experience in CX research and analytics or Voice of Customer program design and management. Demonstrated ability to synthesize qualitative and quantitative data into actionable insights. Proficiency with CX measurement methods (e.g., CSAT, customer trust, SUS). Experience developing dashboards for varied audiences and creating and delivering insights reports to stakeholders across roles and disciplines. Strong understanding of customer journey frameworks and their value in service design. Experience working on agile, cross-functional teams in iterative development environments. Familiarity with tools used to collect, analyze, and visualize behavioral and attitudinal CX data such as Google Analytics, Qualtrics, Tableau, Power BI, or similar. Experience integrating CX data with operational or program-level KPIs. Experience using AI-powered analytics tools (e.g., NLP/text analytics, clustering, sentiment analysis) to synthesize large volumes of qualitative and behavioral CX data. Familiarity with advanced analytics platforms that incorporate machine learning or generative AI to uncover insights, identify patterns, or support CX measurement at scale. Comfort exploring emerging CX and VoC tools that leverage AI to improve customer segmentation, persona development, or real-time feedback analysis. Ability to obtain and maintain a Public Trust clearance Seniority level
Mid-Senior level Employment type
Full-time Job function
Analyst Industries
IT Services and IT Consulting
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$100,000.00/yr - $115,000.00/yr Contrast and Co. is seeking a mid-level Customer Experience (CX) Analyst to join a cross-functional team supporting the Alcohol and Tobacco Tax and Trade Bureau (TTB). In this role, you'll conduct CX measurement activities, integrating qualitative and quantitative data to generate actionable insights that drive service improvements. You’ll work closely with service owners, researchers, and designers to evaluate service effectiveness and identify opportunities to enhance the customer experience. You’ll also support TTB’s broader design and operational initiatives by evaluating their current approach to CX measurement and developing a roadmap to mature their CX data practices—helping TTB better understand and serve customers across all touchpoints. This is a full-time position contingent on contract award, with a 12-month contract duration. What You’ll Do
Conduct mixed-method CX research using interviews, surveys, behavioral analytics, and usability data. Analyze product performance and customer feedback to identify trends, pain points, and opportunities. Create and maintain a CX data inventory that maps sources, tools, gaps, and priorities. Build performance measurement frameworks aligned with service and mission goals. Deliver insights via dashboards, briefings, or custom reports based on audience needs. Support alignment of CX measurement with broader program goals and KPIs. Lead the evaluation of service improvements using tools such as SUS, CSAT, customer trust, and task-based metrics. Provide data to inform journey mapping, service blueprinting, and segmentation led by other team members. Collaborate with data scientists, engineers, and analysts to integrate and interpret CX data. Support evaluation of COTS tools that improve CX data collection, synthesis, and visualization. Communicate findings to stakeholders using compelling visualizations and clear storytelling. Other relevant duties as assigned, as trained and qualified to perform. How You’ll Qualify for this Role
Bachelors Degree plus at least 3 years of experience in CX research and analytics or Voice of Customer program design and management. Demonstrated ability to synthesize qualitative and quantitative data into actionable insights. Proficiency with CX measurement methods (e.g., CSAT, customer trust, SUS). Experience developing dashboards for varied audiences and creating and delivering insights reports to stakeholders across roles and disciplines. Strong understanding of customer journey frameworks and their value in service design. Experience working on agile, cross-functional teams in iterative development environments. Familiarity with tools used to collect, analyze, and visualize behavioral and attitudinal CX data such as Google Analytics, Qualtrics, Tableau, Power BI, or similar. Experience integrating CX data with operational or program-level KPIs. Experience using AI-powered analytics tools (e.g., NLP/text analytics, clustering, sentiment analysis) to synthesize large volumes of qualitative and behavioral CX data. Familiarity with advanced analytics platforms that incorporate machine learning or generative AI to uncover insights, identify patterns, or support CX measurement at scale. Comfort exploring emerging CX and VoC tools that leverage AI to improve customer segmentation, persona development, or real-time feedback analysis. Ability to obtain and maintain a Public Trust clearance Seniority level
Mid-Senior level Employment type
Full-time Job function
Analyst Industries
IT Services and IT Consulting
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