Customer Experience (CX) Journey Analyst / Human-Centered Design (HCD

Job Description

Technical Assent is seeking a Customer Experience (CX) Journey Analyst with a strong foundation in Human-Centered Design (HCD) and a growing capability in data-informed decision-making. This role blends hands-on user research and service design with CX journey analytics – helping translate customer insights and operational data into actionable requirements that improve experiences and outcomes.

The ideal candidate brings at least six years of relevant experience and is comfortable working across both qualitative and quantitative inputs – leveraging tools like Excel to analyze data, identify gaps, and inform experience improvements.Key ResponsibilitiesHuman-Centered Design & CX Strategy

Conduct user research (interviews, workshops, surveys) to understand customer needs, pain points, and behaviors

Synthesize qualitative insights into actionable findings and recommendations

Develop service blueprints, journey maps, personas, and experience frameworks

Facilitate stakeholder workshops to align on CX priorities and opportunitiesCX Journey Analytics & Data Integration

Analyze CX journeys using both qualitative insights and available data sources

Map and assess underlying data systems that support CX metrics and reporting

Identify gaps in data collection, measurement, and visibility across the customer journey

Support development of CX metrics, predictive signals, and performance thresholds

Translate data findings into clear requirements for improved measurement and experience designData Analysis & Requirements Development

Use Excel (required) and Power BI (preferred) to analyze datasets and identify trends, anomalies, and opportunities

Turn data insights into actionable business and technical requirements

Collaborate with technical teams to ensure data and reporting needs are captured and implemented

Support development of dashboards or reporting frameworks that align with CX goalsCollaboration & Delivery

Partner with cross-functional teams (design, product, engineering, and client stakeholders)

Communicate insights clearly to both technical and non-technical audiences

Balance strategic thinking with hands-on execution in a consulting environmentRequired Qualifications

Minimum 6+ years of relevant experience in CX, HCD, service design, or related field

Strong experience with human-centered design methods (user research, synthesis, journey mapping, service blueprinting)

Proficiency in Excel for data analysis (e.g., pivot tables, data cleaning, trend analysis)

Experience translating insights (qualitative and quantitative) into clear requirements

Comfort working with data systems and understanding how metrics are defined and tracked

Strong problem-solving and critical thinking skills

Excellent communication and facilitation abilitiesPreferred Qualifications

Experience with Power BI or similar data visualization tools

Familiarity with CX metrics frameworks (e.g., NPS, CSAT, journey-based metrics)

Experience working with or mapping data ecosystems that support analytics and reporting

Background in consulting or working with government clients What Success Looks Like

You can move seamlessly between customer insights and data analysis

You identify not just experience gaps, but also measurement gaps

You help teams make better decisions by connecting CX design with data-driven insights

You turn messy data and complex journeys into clear, actionable requirementsTools & Methods:

Experience with modern design and research tools such as:

Figma

Mural

Dovetail

Collaboration platforms such as Microsoft Teams or Slack

Experience leveraging AI-enabled tools for research synthesis, ideation, and service concept development is strongly valued.Portfolio Requirement

A portfolio demonstrating service design, CX, or research work is required.Job Location and Travel Expectations:

This position is remote within the United States, with preference for candidates located in the Washington, DC metro area is preferred.

Travel for field research, workshops, and prototyping (10-25%) is anticipated.THE COMPANY

Technical Assent is passionate about services – in government, business, and not-for-profit. We design exceptional service experiences, engineer them to be robust, and deliver real capability and business outcomes for our clients. You will be working on government programs that have strategic importance to our client. Your team will work IN and ON the client's core mission – helping them to deliver their services day-to-day while simultaneously looking for opportunities to improve. Our work is Driven by Evidence, Grounded in Understanding, and Focused on Impact.

A LITTLE ABOUT OUR CULTURE

We look for these attributes in our teammates.

Our team combines the creative and the pragmatic to deliver the results that matter most to our clients. We see beauty when art and science come together.

We seek self-starters, people who are confident in tackling challenges independently and bringing this to high-performing teams. We continually seek feedback from our customers and employees, looking for opportunities to grow.

We are a small company which gives you an essential voice in shaping our culture. You will help grow our culture, and you will grow from the experience, too.

You will be part of a team to take an improvement concept and transform it into a capability – an asset that provides measurable value to our client's mission. The team will work with users, prototype, develop, and deliver new capabilities. We hold ourselves accountable to impacting outcomes.

Additional Information

Come as you are - Technical Assent is committed to a workplace free of discrimination. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Hiring decisions are based solely on merit, qualifications, and business needs. We offer a highly competitive benefits package to all full-time employees that includes:

Flexible PTO

Healthcare coverage (medical, dental, vision)

FSA and HSA

Short and long-term disability

401(k) with employer contributions, training and wellness allowances, and commuter benefits.

For more information about our company, please visit our website at

Full-time

Fully remote