SAIC is seeking a Communications & Customer Experience Analyst (CX) to support the U.S. Coast Guard Office of Technical Readiness (OTR) as it establishes a Digital Transformation Office in Washington, DC.

This position serves as the primary lead for strategic communications, customer experience design, and stakeholder engagement, ensuring digital transformation initiatives are clearly understood, effectively communicated, and operationally relevant to Coast Guard field users.

The role bridges the gap between technical modernization efforts and operational adoption by translating strategy, technology, and transformation outcomes into clear, actionable, and user-centered communications.

Position has the opportunity to be hybrid with two days onsite in Washington, DC and three days flexwork. 

Key Responsibilities

Strategic Communications

• Develop and execute the Digital Transformation Communications Strategy aligned with OTR priorities.
• Create consistent messaging supporting the Digital Transformation Office mission, vision, and objectives.
• Develop executive-level communications, including:
  • Briefing decks
  • Talking points
  • Fact sheets
  • Newsletters
  • Transformation updates
• Support publication of:
  • Coast Guard Digital Transformation Strategy
  • Strategic Roadmap
  • Implementation Plan

Customer Experience & Stakeholder Engagement

• Design and implement a customer experience (CX) framework focused on field operators and mission users.
• Support establishment of standardized engagement mechanisms and feedback loops with operational units.
• Capture, analyze, and synthesize stakeholder feedback to inform transformation priorities.
• Develop user journey maps and experience artifacts to align technology delivery with operational needs.
• Coordinate listening sessions, workshops, and operational engagement events.

Transformation Enablement

• Support communication and engagement activities for:
  • Initial Digital Transformation Office stand-up
  • Three (3) operational transformation pilot initiatives
  • Scale-up to enterprise transformation projects
• Support development and execution of the Digital Transformation Champions Network communications.
• Partner closely with:
  • Organizational Change Management (OCM) lead
  • Project Manager
  • Enterprise Architect
• Ensure consistent messaging across transformation initiatives.

Metrics, Reporting & Continuous Improvement

• Develop metrics to measure communication effectiveness and customer experience outcomes.
• Track adoption, engagement, and feedback trends.
• Provide regular reporting to OTR leadership.
• Identify opportunities to improve user engagement and satisfaction.

Education Requirements:

• Bachelor’s degree in Communications, Public Affairs, Business, Human-Centered Design, or related field and five (5) years of experience supporting communications or customer engagement on federal programs.

Clearance Requirements:

• Must possess an active Interim Secret clearance with the ability to obtain a Secret clearance; US Citizenship required.

Required Qualifications

• Demonstrated experience developing executive-level written and briefing materials.

• Experience with Process planning mapping and automation
• Experience supporting customer experience (CX), stakeholder engagement, or change management initiatives.
• Strong ability to translate technical or complex concepts into clear, operational language.
• Experience supporting stakeholder engagement across diverse user communities.
• Excellent written, verbal, and interpersonal communication skills.

Desired Qualifications

• Experience supporting DHS or U.S. Coast Guard programs.
• Experience supporting digital transformation or IT modernization initiatives.
• Familiarity with customer experience (CX), user-centered design, or human-centered design methodologies.
• Experience engaging geographically dispersed operational users.
• Experience supporting Agile, DevSecOps, or digital engineering environments.
• Familiarity with collaboration platforms (SharePoint, Teams, Confluence).