Guidehouse · 5 hours ago
Business and Customer Experience Analyst
United States
Full-time
Remote
Mid Level
$59K/yr - $98K/yr
3+ years expGuidehouse is a consulting firm that combines traditional business analysis with customer experience strategy. The Business and Customer Experience Analyst role is focused on delivering solutions that meet business objectives while enhancing user satisfaction, ensuring accurate capture of business requirements, and supporting agile delivery.
AdviceConsultingManagement Consulting
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Build, maintain, and enrich trusted relationships with Product Owners and stakeholders through regular engagement
Develop and demonstrate understanding of evolving priorities, pressures, regulatory considerations, and other factors that influence business requirements
Anticipate and proactively identify shifts in customer needs and recommend adjustments that align solutions with business objectives
Effectively communicate progress, change, risks, and alignment of business and customer experience goals with clients and stakeholders
Gather and document detailed business requirements
Translate customer insights into business and functional requirements
Write user stories and technical tickets with clear Definitions of Done and Acceptance Criteria
Incorporate CX objectives and outcomes into user story development
Collaborate with UX designers and product teams to align solutions with customer needs and the intended user experience
Advocate for human-centered design principles in solution development
Conduct backlog refinement and prioritize features based on CX strategy
Support sprint planning activities in coordination with Agile project managers
Assist with smoke testing for patching and releases
Conduct User Acceptance Testing (UAT) to validate solutions against business requirements and CX standards
Cross-train on all program applications to provide end-to-end support
Create and maintain user-centric process documentation including Standard Operating Procedures (SOPs), User Guides, and other materials
Identify and map stakeholders and develop customer personas
Develop and maintain customer journey maps to identify pain points and moments of truth
Collect, synthesize, and interpret Voice of the Customer (VoC) data from multiple channels
Conduct qualitative research, including stakeholder interviews and focus groups, to gather customer insights
Analyze operational data to inform root cause analysis of customer pain points
Measure and report on CX metrics, such as Customer Satisfaction (CSAT) and Net Promoter Scores (NPS), and recommend solutions for improvement
Inform teams about CX changes and help assess the impacts of change
Qualification
Required
Minimum 3 Years of Business Analysis experience
Strong analytical and problem-solving skills with a customer-first mindset
Experience in business requirements gathering and agile delivery practices
Familiarity with CX frameworks, journey mapping, VoC analysis, process and value stream mapping
Excellent communication and stakeholder engagement skills
Ability to manage multiple applications and priorities in a fast-paced environment
Must be US Citizen
Must be able to OBTAIN and MAINTAIN a Federal or DoD 'PUBLIC TRUST'; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse. Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred
Must be able to travel to Washington DC for client meetings, when needed
Preferred
Accuracy and completeness of business requirements
Reduction in customer pain points identified through CX initiatives
Successful implementation of CX-driven enhancements
Benefits
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Parental Leave
401(k) Retirement Plan
Group Term Life and Travel Assistance
Voluntary Life and AD&D Insurance
Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
Transit and Parking Commuter Benefits
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Care.com annual membership
Employee Assistance Program
Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
Position may be eligible for a discretionary variable incentive bonus
Company
Guidehouse
Guidehouse offers consulting services for public and commercial markets with expertise in management, technology, and risk consulting.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$0.75MKey Investors
Mission Daybreak
2023-11-06Acquired
2023-02-16Grant· $0.75M
Leadership Team
Scott McIntyre
Chairman and CEO
Alicia Harkness
Partner
Recent News
Washington Technology
2026-01-16
Washington Technology
2026-01-09
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