Program Analyst – Communication and Customer Experience

Leidos Digital Intel IT sector is seeking a Program Analyst - Communications & Customer Experience (CX) to support the U.S. Coast Guard programs by leading communications, stakeholder engagement, and customer experience initiatives across mission, technical, and operational teams. This role focuses on translating complex program activities into clear, actionable communications while improving service delivery, user satisfaction, and program transparency. The analyst works closely with government leadership, program managers, and technical teams to ensure consistent messaging, effective management, and positive end-user experiences aligned with USCG priorities.

This is a Hybrid position with the expectation of 2 days onsite at CGHQ.

Key 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

Required Qualifications

• 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

Preferred Qualifications

• 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

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.