analyst Remote

Aptive Resources

Full Time Remote 10.56 - 12.04 USD Today

Job description

Job Summary:

Aptive is seeking a Qualitative Analyst with experience in the curation of customer-centric data who can answer strategic and operational questions for the Department of Veterans Affairs (VA) Office of Information Technology (OIT) in the Office of People Science (OPS). This role works with a team of data analysts, researchers, developers, and support team members to capture dynamic trends in customer service data which are used to create reliable insight throughout the Nation. VA's OIT requires support with evaluating improvement opportunities related to customer service, and this role will have the ability to propose recommendations which increase effectiveness and impact the satisfaction of OIT customers. Through focus groups and other research channels, you will solicit, collect, and analyze data, evaluating positive and negative sentiment, and develop recommendations for the improvement or management of identified problems.

In this role, you will also support organizational development through artifacts, knowledge management, engagement, and reporting. You will creatively approach situations within the larger context of customer experience (CX) and service improvement, have excellent written and verbal communications skills, and may assist in the development of executive level talking points.

This position is remote, with limited travel, primarily to Washington D.C. as required (less than 10%) per client request. The standard work hours are consistent with Federal employees (M-F 9-5 EST) and all Federal Holidays are observed.

Primary Responsibilities:

Participate in planning, preparation, coordination, and execution of multiple tasks and anticipate needs as driven by client requests.
Work independently and as a valued team member in a diverse team of staff and subcontractors, supporting all components of ad hoc and day-to-day activities to ensure performance in accordance with contract requirements.
Review, analyze and recommend changes to existing operations based on your research, customer feedback, and focus groups in collaboration with the team.
Support training development and execution in your area of expertise.
Create impactful reporting, fulfill ad hoc requests, and generate best practices as the project evolves.
Attention to detail and time management – You will be delivering high quality, client-ready work for deliverables across client and customer engagements while meeting deadlines.
Plan and execute focus group research, review survey data, and regularly provide insight determined from those sources.
Leverage data analysis skills and support insight derivation from large data sets.
Responsibly inform customer service improvement decisions.
Teamwork - Collaborate with clients to understand the business goals, recommend an approach, and deliver results.
Drive discovery sessions to gain a deep understanding of requirements, direction, and manage the appropriate platform to deliver adaptable solutions.
Prepare presentations and effectively communicate statistical and technical concepts to a variety of technical or non-technical audiences.

Minimum Qualifications:

Bachelor’s degree (Management, Psychology, Statistics, HR, or related)
2+ years’ experience in data analysis for business purposes.
A passion for diving into details, experience collaborating as a team member, and the ability to exercise discretion with confidential information.
Experience with evaluative techniques and tools, whether qualitative or quantitative.
Experience with projects or studies involving large amounts of data and the evaluation of results to develop or recommend solutions.
Fluency with Microsoft platforms, and knowledge of business intelligence tools.
Prior success in delivering comprehensive reports, supporting studies, and managing correspondence related to findings.
Must be eligible to obtain and maintain a public trust clearance.
Legal authorization to work in the U.S.

Desired Qualifications:

Proven communication skills with all levels of management, including executive.
Curiosity – Do you want to know, “why?” and are you experienced in using data to solve business problems?
Product creation – You know how to package insights from data, generate meaningful narratives, and enjoy revealing research with visual, analytical products.
Demonstrated history with social science or human capital statistics and the use of tools such as Excel, SQL and Python for analysis.
Federal Customer Service or People Analytics experience.
Experience working with the Veteran’s Affairs Department is a plus.
Organizational Development certification (e.g., Change Management).

About Aptive:

Aptive is a modern federal consulting firm focused on human experience, digital services, and business transformation. We harness creativity, technology, and culture to connect people and systems to impact the world. We’re advisors, strategists, and engineers focused on people, above all else.

We believe in generating success collaboratively, leaving client organizations stronger after every engagement and building trust for the next big challenge. Our work inspires people, fuels change and makes an impact. Join our team to be part of positive change in your community and our nation.

EEO Statement:

Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.

Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.

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