Note: The job is a remote job and is open to candidates in USA. Leidos is seeking a Program Analyst – Communications & Customer Experience to support U.S. Coast Guard programs. The role leads communications, stakeholder engagement, and customer experience initiatives while translating complex program activities into clear communications, improving service delivery, and supporting program transparency and governance.
Responsibilities
- Develop and execute communications strategies supporting USCG programs, initiatives, and modernization efforts
- Create and maintain program communications products including briefings, executive summaries, newsletters, and status reports
- Serve as a liaison between program leadership, technical teams, and stakeholders to ensure clear and consistent messaging
- Support customer experience (CX) initiatives by gathering feedback, analyzing user needs, and recommending improvements
- Develop customer journey maps, stakeholder engagement plans, and change management materials
- Track and analyze program performance metrics related to communications effectiveness and customer satisfaction
- Support program governance activities including meeting coordination, action item tracking, and decision documentation
- Ensure communications and CX efforts align with USCG policies, branding, and reporting standards
- Contribute to continuous process improvement efforts across program operations and service delivery
Skills
- Bachelor's degree in Communications, Business, Public Administration, Information Systems, or a related field (or equivalent experience)
- 8+ years of experience supporting federal programs as a program analyst, communications specialist, or CX professional
- Strong written and verbal communication skills, including experience briefing senior government stakeholders
- Experience developing executive-level communications, reports, and presentations
- Experience with Process planning Mapping and automation
- Experience supporting customer experience (CX), stakeholder engagement, or change management initiatives
- Strong analytical and organizational skills with attention to detail
- Experience with ServiceNow
- Experience working in Agile, hybrid, or traditional federal program environments
- Experience using collaboration and project management tools (e.g., MS Teams, SharePoint, Jira, Confluence)
- Must be a U.S. citizen and able to obtain a DHS Public Trust
- Prior experience supporting DHS or U.S. Coast Guard programs
- Experience supporting IT, data, cloud, or digital modernization programs
- Familiarity with customer experience frameworks and human-centered design principles
- Experience with federal reporting, governance, or PMO functions
Benefits
- This is a Hybrid position with the expectation of 2 days onsite at CGHQ.
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