CX Research and Evaluation Analyst

Important Notice for Applicants:
At Bixal, we want to ensure a transparent and secure application process for all candidates. Official communication will come from an email address ending in @bixal.com or from [email protected]. Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included.

Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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If you need assistance or a reasonable accommodation to complete your application, we're here to help. Please reach out to us at [email protected] and let us know how we can support you. You do not need to share personal details or disclose the nature of your request. You can expect a response from a team member within 24 hours during the regular work week and on the next operating day during the weekend or holidays.

Why Bixal?

Bixal is a consulting company headquartered in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.

Our values:

• People-First : Emphasizing the importance of people in all aspects of work.
• Collaboration and Transparency : Valuing teamwork and open communication.
• Growth Mindset : Encouraging innovation and continuous improvement.
• Creating Lasting Impact : Focusing on meaningful outcomes and positive change.

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.

Compensation:

The salary range for this role is $100,000 – $115,000. In the spirit of transparency, most offers tend to land near the midpoint of the range. We make compensation decisions thoughtfully, considering your experience, the skills you bring, and our commitment to internal equity. Fairness and transparency are core to how we operate.

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

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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How We Support Our Team:

• Flex hours
• 401K with matching incentive
• Parental Leave
• Medical/dental/vision benefits
• Flex Spending Account
• Company provided short-term disability and life insurance
• Commuter benefits
• Paid Time Off (PTO)
• 11 Paid holidays

Our company is committed to providing equal employment opportunities for all individuals and complies with all applicable federal, state, and local anti-discrimination laws. Employment decisions are based on merit, qualifications, and business needs.