5+ years in customer experience, business analysis, or related fields
Experience in stakeholder research and data analysis
Strong analytical skills for translating data into actionable insights
Proficiency in developing SOPs and operational workflows
Skilled in data visualization tools like Excel and reporting dashboards
Excellent communication skills for executive-level reporting
Ability to manage multiple priorities across diverse teams
Responsibilities
Conduct stakeholder interviews to gather insights on user needs and challenges
Develop surveys to capture stakeholder feedback
Apply human-centered design principles to enhance user experiences
Analyze data to identify trends and opportunities for improvement
Track performance metrics to inform strategic decisions
Lead process discovery to document workflows and identify improvements
Design knowledge management systems to enhance information accessibility
Benefits
Hybrid work environment
Opportunities for professional development and training
Collaborative work culture with multidisciplinary teams
Engagement with government and mission stakeholders
Focus on continuous improvement initiatives
Full Job Description
ECS is seeking a Experience Operations Leadto work in our Arlington, VA (Hybrid) office.
ECS is seeking an Experience Operations Lead to support the Joint Cyber Defense Collaborative (JCDC). This role blends customer experience strategy with business and performance analysis to improve stakeholder outcomes and operational efficiency across JCDC and Cybersecurity Division (CSD) programs. This is a hybrid role.
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. This position combines 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
Salary Range: $130,000 - $150,000
General Description of Benefits
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 and collaborate across technical and non-technical teams
Strong organizational, problem-solving, and critical thinking skills
About ECS
ECS is a leading provider of digital solutions and services to the federal government. The company was founded in 2001 by Roy Kapani and has since grown to become a trusted partner to a wide range of government agencies. ECS offers a broad range of services, including cloud computing, cybersecurity, and artificial intelligence. The company has been recognized for its innovative solutions and has won numerous awards, including the AWS Public Sector Partner of the Year award.
