Customer Experience Specialist Jobs in Virginia
Customer Experience Specialist jobs in Virginia are concentrated in the Northern Virginia tech corridor, Richmond, and Virginia Beach, where companies like Capital One, Booz Allen Hamilton, and Hilton maintain large customer-facing operations. Demand is strongest for specialists with backgrounds in digital customer journey mapping, omnichannel support, and enterprise client success. Openings range from associate-level roles in contact centers to senior positions leading CX strategy across complex organizations. Scan the live roles below and apply to whichever ones fit.
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Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.
Description
Empower AI is seeking a Business Analyst (Customer Experience and Reporting) to turn service data and customer feedback into the reports, roadmap items, and requirements that drive continuous improvement on an enterprise IT Customer Support Services program supporting a Department of War agency. Working within the Service Management Operations Lead's team, the analyst assembles and analyzes inputs for the Monthly Customer Support Activity Report, Quarterly XLA Performance Report, and CX Roadmap; analyzes CSAT, Customer Effort Score, and Executive Promoter Score results; documents business requirements for CX and automation initiatives; and supports the Annual KPI/PRS Review with data-driven analysis. The role bridges operations, the dashboard team, and Government stakeholders. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.
THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.
JOB DUTIES:
- Compile, analyze, and quality-check operational and experience data from all task areas for the Monthly Customer Support Activity Report and Quarterly XLA Performance Report, explicitly linking qualitative user feedback to CX Roadmap initiatives.
- Analyze CSAT, Customer Effort Score, and Executive Promoter Score results and survey verbatims to identify trends, pain points, and improvement opportunities, and document business requirements and user stories for approved CX and automation initiatives.
- Maintain the quarterly CX Roadmap register (initiatives, owners, status, KPI impact) and the CX Current State & Gap Analysis Report, and prepare briefing materials for governance meetings and Program Management Reviews.
- Communicate and collaborate with internal and external customers to elicit, analyze, and document requirements for new IT capabilities, producing draft system requirements specifications, use cases, and user stories with acceptance criteria.
- Analyze current business processes, develop process maps, conduct gap analyses, and identify and evaluate relevant solution alternatives to meet customer needs, documenting findings for Government review.
- Conduct market research on industry trends and emerging technologies as required to inform IT artifacts, alternatives analyses, and implementation plans.
- Assemble the ITCR Support Package for each assigned request, including requirements specifications, business process analysis, gap analysis findings, and briefing materials for leadership review.
- Prepare briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums in support of governance activities.
REQUIREMENTS:
- Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
- Must be a U.S. Citizen.
- Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
- Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs.
- Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
- Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
- Minimum of 3 years of experience as a business analyst, systems analyst, or requirements analyst on IT projects.
- Demonstrated experience eliciting and documenting requirements, developing process maps and gap analyses, and preparing alternatives analyses or business cases.
- Experience writing user stories and acceptance criteria and supporting UAT in an Agile environment.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio) and collaboration tools; ability to produce polished briefing materials.
- Strong analytical, facilitation, written, and verbal communication skills.
- Ability to work with technical and non-technical stakeholders at all levels.
DESIRED SKILLS:
- IIBA CBAP/CCBA or ECBA, PMI-PBA, or Certified Scrum Product Owner; ITIL 4 Foundation.
- Experience with ServiceNow (requirements for Service Catalog, workflows, portal) or another enterprise ITSM platform.
- Experience supporting Department of War (DoW), DoD, or other Federal IT governance and capability request processes (DoDI 5000.82, DoDI 8115.02).
- Experience conducting market research and preparing Rough Orders of Magnitude (ROMs) or cost-benefit analyses.
- Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
- Familiarity with Power BI and data analysis to support requirements.
This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Ambulate between several buildings
About Empower AI:
Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.
Description
Empower AI is seeking a Business Analyst (Customer Experience and Reporting) to turn service data and customer feedback into the reports, roadmap items, and requirements that drive continuous improvement on an enterprise IT Customer Support Services program supporting a Department of War agency. Working within the Service Management Operations Lead's team, the analyst assembles and analyzes inputs for the Monthly Customer Support Activity Report, Quarterly XLA Performance Report, and CX Roadmap; analyzes CSAT, Customer Effort Score, and Executive Promoter Score results; documents business requirements for CX and automation initiatives; and supports the Annual KPI/PRS Review with data-driven analysis. The role bridges operations, the dashboard team, and Government stakeholders. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.
THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.
JOB DUTIES:
- Compile, analyze, and quality-check operational and experience data from all task areas for the Monthly Customer Support Activity Report and Quarterly XLA Performance Report, explicitly linking qualitative user feedback to CX Roadmap initiatives.
- Analyze CSAT, Customer Effort Score, and Executive Promoter Score results and survey verbatims to identify trends, pain points, and improvement opportunities, and document business requirements and user stories for approved CX and automation initiatives.
- Maintain the quarterly CX Roadmap register (initiatives, owners, status, KPI impact) and the CX Current State & Gap Analysis Report, and prepare briefing materials for governance meetings and Program Management Reviews.
- Communicate and collaborate with internal and external customers to elicit, analyze, and document requirements for new IT capabilities, producing draft system requirements specifications, use cases, and user stories with acceptance criteria.
- Analyze current business processes, develop process maps, conduct gap analyses, and identify and evaluate relevant solution alternatives to meet customer needs, documenting findings for Government review.
- Conduct market research on industry trends and emerging technologies as required to inform IT artifacts, alternatives analyses, and implementation plans.
- Assemble the ITCR Support Package for each assigned request, including requirements specifications, business process analysis, gap analysis findings, and briefing materials for leadership review.
- Prepare briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums in support of governance activities.
REQUIREMENTS:
- Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
- Must be a U.S. Citizen.
- Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
- Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs.
- Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
- Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
- Minimum of 3 years of experience as a business analyst, systems analyst, or requirements analyst on IT projects.
- Demonstrated experience eliciting and documenting requirements, developing process maps and gap analyses, and preparing alternatives analyses or business cases.
- Experience writing user stories and acceptance criteria and supporting UAT in an Agile environment.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio) and collaboration tools; ability to produce polished briefing materials.
- Strong analytical, facilitation, written, and verbal communication skills.
- Ability to work with technical and non-technical stakeholders at all levels.
DESIRED SKILLS:
- IIBA CBAP/CCBA or ECBA, PMI-PBA, or Certified Scrum Product Owner; ITIL 4 Foundation.
- Experience with ServiceNow (requirements for Service Catalog, workflows, portal) or another enterprise ITSM platform.
- Experience supporting Department of War (DoW), DoD, or other Federal IT governance and capability request processes (DoDI 5000.82, DoDI 8115.02).
- Experience conducting market research and preparing Rough Orders of Magnitude (ROMs) or cost-benefit analyses.
- Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
- Familiarity with Power BI and data analysis to support requirements.
This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Ambulate between several buildings
About Empower AI:
See All 29 Customer Experience Specialist Jobs in Virginia
Find roles in Virginia that match your experience and apply in just a few clicks.
Find JobsCustomer Experience Specialist Jobs by City in Virginia
Where Virginia roles are concentrated, by current openings.
Customer Experience Specialist Job Market in Virginia
A snapshot from current Virginia openings, updated as new roles post.
Who's Hiring
Top Industries Hiring
- Retail
- Food & Beverage
- Staffing & Recruiting
What Virginia Employers Look For
The qualifications that appear most often in customer experience specialist jobs across Virginia.
- Bachelor's degree in business, communications, marketing, or a related field required
- Two or more years of customer-facing experience in service, account management, or support
- Proficiency with CRM platforms such as Salesforce, Zendesk, or HubSpot
- Strong verbal and written communication skills with ability to handle escalations
- Experience analyzing customer feedback data and translating insights into process improvements
- Ability to collaborate cross-functionally with product, sales, and operations teams
Customer Experience Specialist Jobs in Virginia: Frequently Asked Questions
How do you become a customer experience specialist in Virginia?
Customer experience specialist roles in Virginia do not require a state-issued license, but most employers expect a bachelor's degree in business, communications, or a related discipline alongside demonstrated customer-facing experience. Virginia's concentration of federal contractors and financial services firms means candidates who add certifications such as Certified Customer Experience Professional credentials, or who build skills in CRM tools, tend to stand out in competitive applicant pools.
Which companies hire customer experience specialists in Virginia?
Employers hiring customer experience specialists in Virginia right now include ATCC, TJ Maxx, and Amazon, based on current listings on Migrate Mate as of October 2026. Virginia's mix of federal agencies, large financial institutions, and defense contractors generates steady, year-round demand for specialists who can manage complex client relationships and digital service channels.
Which Virginia cities have the most customer experience specialist jobs?
Dulles, Manassas, and Arlington lead Virginia for customer experience specialist openings. Northern Virginia dominates because of its dense cluster of technology firms, government contractors, and corporate headquarters, while Richmond's financial services and healthcare sectors drive consistent demand, and Virginia Beach supports roles tied to hospitality, retail, and military-adjacent service organizations.
Are there remote customer experience specialist jobs in Virginia?
Yes, and more than most fields. Customer experience specialist work is well suited to remote and hybrid arrangements because the core tasks, managing client communications, analyzing feedback, and coordinating across teams, do not require a physical presence. About 63% of customer experience specialist openings tied to Virginia are remote or hybrid as of October 2026. Roles focused on digital channels and enterprise account management tend to offer the most location flexibility.
How can I get hired as a customer experience specialist in Virginia with little or no experience?
The most realistic entry path is through a customer support or client services associate role, which large Virginia employers in financial services and technology regularly post as a first step. Companies like Capital One and Booz Allen Hamilton run associate and rotational programs that move new hires into CX functions. Adjacent roles in retail management, call center operations, or administrative coordination at Virginia agencies also transfer well, and completing a recognized CRM certification before applying gives candidates a concrete advantage.
Where can I find and apply to customer experience specialist jobs in Virginia?
You can find and apply to customer experience specialist jobs in Virginia on Migrate Mate, which lists current Virginia openings across industries and experience levels. Search the roles that match your background, review the requirements, and apply directly to the ones that fit your situation.
See All 29 Customer Experience Specialist Jobs in Virginia
Find roles in Virginia that match your experience and apply in just a few clicks.
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