Careers at Virginia Tech

Customer Experience Operations Analyst

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Work type: Administrative & Professional
Senior management: Vice President-Info Technology
Department: IT Experience & Engagement
Location: Blacksburg - Main Campus, Hybrid
Categories: Information Systems / Technology

Job Description

The CX Operations Analyst is an essential part of the IT Experience & Engagement unit of the Division of Information Technology. The CX Operations Analyst will work closely with each functional area across the IT Experience & Engagement to improve customer experience through measuring and analysis of customer experience. The successful candidate will be a vital part of a team driving change based on customer data and insight. To this end, the CX Operations Analyst will design CX research studies, collect and analyze data, and transform research findings into actionable design solutions. The position will create compelling CX study reports and communicate the study findings to stakeholders across the division.

The CX Operations Analyst will help with routine reporting as well as ad hoc analyses to help track CX metrics and KPIs accurately. The CX Operations Analyst position designs and conducts data and metrics analysis to support the functions of continuous improvement efforts within the IT Experience & Engagement. The Operations Analyst collects data from multiple sources and provides forecasting and real time feedback to department leadership. This position is responsible for providing operational input into strategic planning and supporting the continuous improvement efforts of the unit. The CX Operations Analyst will serve as the go-to analyst on the team, providing guidance to colleagues with their analytical questions.

Applicants are required to include a sample UX research case study which includes a description of the study, the study objectives, the research plan and rationale, the study results, the improvement suggestions, and finally the reflections.

This position is open to support 100% remote work for the appropriate candidate.

Required Qualifications

- Bachelor's degree in a human behavior related field (HCI, Market Research, Psychology, Sociology, Economics, Computer Science, etc.) or related field or equivalent experience.
- Experience researching and designing data analyses based on research questions. Experience aggregating and analyzing data using a variety of reporting tools.
- Experience conducting a variety of quantitative research and knowledge of qualitative research.
- Ability to quickly learn knowledge, including the rapid development of knowledge expertise on activities and services supported by IT Experience & Engagement.
- Outstanding interpersonal, communication skills required to document knowledge and share with others and to work with team members to assist in the formation of specific plans of action related to continuous improvement.
- Self-starter with the ability to achieve competing deadline driven priorities; operate independently and without supervision; and collaborate with assigned teams to accomplish organizational goals and objectives is essential.
- Analytical, curious, able to tell a story with data.

Preferred Qualifications

- Experience with call center management and call center technology desired.
- Design thinking knowledge preferred.
- Experience generating complex reports.
- Experience in business process improvement.
- Experience with ServiceNow.
- Experience in higher education and with culturally diverse populations preferred.

Appointment Type


Salary Information

Commensurate on experience

Review Date


Additional Information

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers. A leading global research institution, Virginia Tech conducts more than $500 million in research annually.

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.

If you are an individual with a disability and desire an accommodation, please contact Amber Pifer at during regular business hours at least 10 business days prior to the event.

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