{"schemaVersion":"jobsearcher.job.v1","id":"a1718919cbb2018a2b6be753","url":"https://jobsearcher.com/jobs/a1718919cbb2018a2b6be753","canonicalUrl":"https://jobsearcher.com/jobs/a1718919cbb2018a2b6be753","title":"Customer Experience (CX) Analyst","description":"Customer Experience (CX) AnalystRate: $25-$30 USD per hourLocation: Chicago, IL 60606, US or Coppell, TX 75019, USHybrid: 3 days onsite, 2 days remote*This role is not available to third-party firms or recruiters*ResponsibilitiesConduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience Enterprise Technology Solutions (ETS) services day-to-dayApply human-centered design (HCD) methods including empathy mapping, affinity diagramming, and co-design facilitationSupport facilitation of journey mapping and service blueprint workshops, including preparation, documentation, synthesis, and follow-upDevelop artifacts including personas, journey maps, affinity diagrams, and experience summariesHelp design, deploy, and monitor feedback mechanisms across ETS touchpointsSupport maintenance and evolution of CX dashboards, pulling data, updating visualizations, and preparing summariesCreate clear, accessible presentations and reports translating data into actionable stories for technical and non-technical audiencesMaintain and groom CX-related backlog items in Jira, writing tickets, tracking status, flagging blockers, and following up on open itemsSupport coordination of CX improvement sprints or Kanban lanes, helping the team maintain visibility and momentumDocument meeting outcomes, decisions, and next steps to ensure continuity across CX workstreamsDevelop working knowledge of ETS’s technology stack and service catalog to contextualize employee feedbackQualifications2 to 4 years of experience in CX, UX research, service design, or a related fieldFoundational knowledge of human-centered design (HCD) principles with ability to conduct empathy-based research and synthesize findings into actionable insightsExperience facilitating or supporting workshops and qualitative research sessionsStrong written and visual communication skills with ability to synthesize complex information into clear, compelling artifactsProficiency with data tools: survey platforms, spreadsheet analysis, and basic dashboard tools (Excel, Google Sheets, Tableau, Power BI, or similar)Organized and detail-oriented with ability to manage multiple workstreams and keep tracking systems currentCollaborative working style and demonstrated interest in technology and how people use itFamiliarity with journey mapping or service design tools (Miro, Mural, FigJam, Figma, Lucidchart, UXPressia, or similar)Coursework, certification, or applied experience in human-centered design (IDEO Design Thinking, Double Diamond, Stanford d.school, or equivalent)Experience with ServiceNow Employee Center, ITSM surveys, and feedback capture; Qualtrics or SurveyMonkey survey designExposure to ITSM environments, Help Desk workflows, or internal IT support contextsExperience using Jira, Jira Service Management, or similar Agile/Kanban project management toolsExperience with Tableau, Power BI, or ServiceNow Performance Analytics dashboardsFamiliarity with Confluence for documentation and knowledge managementInterest in AI and automation and how they shape the design of internal services","company":"Request Technology","rawCompany":"request technology","city":"Coppell","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-07-01T08:10:02.032Z","occupations":[{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Experience (CX) Analyst","description":"Customer Experience (CX) AnalystRate: $25-$30 USD per hourLocation: Chicago, IL 60606, US or Coppell, TX 75019, USHybrid: 3 days onsite, 2 days remote*This role is not available to third-party firms or recruiters*ResponsibilitiesConduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience Enterprise Technology Solutions (ETS) services day-to-dayApply human-centered design (HCD) methods including empathy mapping, affinity diagramming, and co-design facilitationSupport facilitation of journey mapping and service blueprint workshops, including preparation, documentation, synthesis, and follow-upDevelop artifacts including personas, journey maps, affinity diagrams, and experience summariesHelp design, deploy, and monitor feedback mechanisms across ETS touchpointsSupport maintenance and evolution of CX dashboards, pulling data, updating visualizations, and preparing summariesCreate clear, accessible presentations and reports translating data into actionable stories for technical and non-technical audiencesMaintain and groom CX-related backlog items in Jira, writing tickets, tracking status, flagging blockers, and following up on open itemsSupport coordination of CX improvement sprints or Kanban lanes, helping the team maintain visibility and momentumDocument meeting outcomes, decisions, and next steps to ensure continuity across CX workstreamsDevelop working knowledge of ETS’s technology stack and service catalog to contextualize employee feedbackQualifications2 to 4 years of experience in CX, UX research, service design, or a related fieldFoundational knowledge of human-centered design (HCD) principles with ability to conduct empathy-based research and synthesize findings into actionable insightsExperience facilitating or supporting workshops and qualitative research sessionsStrong written and visual communication skills with ability to synthesize complex information into clear, compelling artifactsProficiency with data tools: survey platforms, spreadsheet analysis, and basic dashboard tools (Excel, Google Sheets, Tableau, Power BI, or similar)Organized and detail-oriented with ability to manage multiple workstreams and keep tracking systems currentCollaborative working style and demonstrated interest in technology and how people use itFamiliarity with journey mapping or service design tools (Miro, Mural, FigJam, Figma, Lucidchart, UXPressia, or similar)Coursework, certification, or applied experience in human-centered design (IDEO Design Thinking, Double Diamond, Stanford d.school, or equivalent)Experience with ServiceNow Employee Center, ITSM surveys, and feedback capture; Qualtrics or SurveyMonkey survey designExposure to ITSM environments, Help Desk workflows, or internal IT support contextsExperience using Jira, Jira Service Management, or similar Agile/Kanban project management toolsExperience with Tableau, Power BI, or ServiceNow Performance Analytics dashboardsFamiliarity with Confluence for documentation and knowledge managementInterest in AI and automation and how they shape the design of internal services","datePosted":"2026-07-01T08:10:02.032Z","dateModified":"2026-07-01T08:10:02.032Z","hiringOrganization":{"@type":"Organization","name":"Request Technology","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Coppell","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a1718919cbb2018a2b6be753"},"url":"https://jobsearcher.com/jobs/a1718919cbb2018a2b6be753"}}