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QUALIFICATIONS:

• Bachelor’s degree and at least four (4) years of experience in a relevant field.
• Demonstrated experience in program evaluation and/or CX research and analytics
• Experience conducting program evaluation and developing measurement frameworks for service delivery or public sector programs.
• Experience using HCD, Voice of Customer frameworks, user research, and participatory methods to inform evaluation and learning.
• Familiarity with qualitative and mixed-methods research approaches, especially in healthcare, government, or complex systems.
• Experience working on agile, cross-functional teams in iterative development environments.
• Familiarity with tools used to collect, analyze, and visualize behavioral and attitudinal data such as Google Analytics, Qualtrics, Tableau, Power BI, or similar.
• Experience using AI-powered analytics tools (e.g., NLP/text analytics, clustering, sentiment analysis) to synthesize large volumes of qualitative and behavioral CX data.
• Ability to obtain and maintain a Public Trust clearance

NICE TO HAVE SKILLS AND EXPERIENCE:

• Experience working with or within federal agencies, especially the Department of Veterans Affairs or in Veteran-facing programs.
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ABOUT THE ROLE:

The CX Research and Evaluation Analyst plays a key role in supporting our client’s initiative—an effort to identify which service changes lead to the greatest improvements in customer outcomes. This role blends program evaluation and performance measurement methods with human-centered design (HCD) approaches to help the Veterans’ Experience Services (VES) portfolio build a shared understanding of what’s broken and why. Working closely with analysts, program teams, and VA stakeholders, the specialist contributes to the development of measurement frameworks that connect user experience insights to system performance and outcomes.
This is a full-time position contingent on contract award by our client, with a defined performance period of one year. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success.

RESPONSIBILITIES:

• Support the design and implementation of experience-focused measurement frameworks that link qualitative data to program performance and Veteran outcomes.
• Apply light-touch HCD methods to surface qualitative insights that inform measurement priorities and system-level improvements.
• Collaborate with data analysts, evaluators, and program leads to ensure user feedback is contextualized and integrated into decision-making processes.

Develop qualitative coding schemes and insight tracking methods to support ongoing evaluation and learning cycles.

• Support the translation of CX research and evaluation findings into clear, actionable insights for VA leadership and delivery teams.
• Contribute to the refinement of measurement frameworks, experience indicators, and evaluation plans for service improvement initiatives.
• Other relevant duties as assigned, as trained and qualified to perform