We are seeking an experienced Customer Experience (CX) SpecialistThis is a long term contract to start that is hybrid 3 days per week in Chicago Key Responsibilities: Conduct user interviews, contextual inquiry sessions, and surveys to understand how employees experience services day-to-dayFacilitate complex workshops with senior stakeholders and cross-functional teams (e.g., journey mapping, service blueprinting, co-creation sessions) Design and manage CX measurement programs, including surveys, listening posts, dashboards, and trend analysisAnalyze and synthesize qualitative and quantitative data into actionable insights and compelling narrativesQualifications 2+ years of experience in CXExperience in IT Service Management (ITSM), help desk operations, or enterprise support environments a plusExperience with SurveyMonkey, etcFamiliarity with journey mapping or service design tools (Miro, Mural, FigJam, Figma, Lucidchart, UXPressia, or similar) Pay around 30/hr
