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    The Customer Experience Strategist assesses and builds understanding of who engages with the National Gallery of Art onsite and online, implementing data-based strategies that put audiences at the center of the National Gallery’s decision-making. The primary purpose of this position is to manage the development of a robust Voice of Customer/Audience program - including audience research, insights, and analytics to inform and support the Strategic Priorities of the National Gallery. 

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    As the Program Analyst, you will:

    • Work with Head of Visitor Experience and Evaluation and a growing team of Experience and Evaluation colleagues to develop and drive roadmap for digital and physical experience, satisfaction, and advocacy efforts.

    • Work as a Key Stakeholder across divisions to co-ordinate a cohesive Voice of Audience process, delivering regular reports, analysis, and audience data to ensure aligned audience-centered thinking and strategy across the organization.

    • Compile and analyze information on the National Gallery’s current and potential audiences, using data to continually review and evidence audience needs. Interpret, analyze, and aggregate data from a variety of sources – and disseminate with recommendations to input into strategic direction of the National Gallery.

    • Support the development and implementation of enterprise wide CX program management tools and standards.
    • Gain alignment on CX surveys, metrics, and methodology with leaders across all National Gallery divisions by synthesizing the needs of these many functions and demonstrating a solid working knowledge of these needs to each stakeholder.

    Travel Required

    Not required

    Supervisory status


    Promotion Potential


This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/609038400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.