CX Service Design Analyst

This role is hybrid to downtown Chicago and a 1 year contract.

Qualifcations:

• Conduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience ETS services day-to-day

• Apply human-centered design (HCD) methods including empathy mapping, affinity diagramming, and co-design facilitation

• Support facilitation of journey mapping and service blueprint workshops, including preparation, documentation, synthesis, and follow-up

• Develop artifacts including personas, journey maps, affinity diagrams, and experience summaries

• Help design, deploy, and monitor feedback mechanisms across ETS touchpoints

• Maintain listening post data, ensuring responses are tracked and flagged for review

• Analyze incoming feedback on a regular cadence, identifying emerging themes to surface to the Senior CX Strategist

• Support maintenance and evolution of CX...