Customer Experience Senior Advisor Public Trust Required
Customer Experience Senior Advisor Public Trust Required
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$ 89203 - 151646
1 Vacancy
Job Description
Customer Experience Senior Advisor
@ ICF Next we are fearless in finding new ways to solve problems relentless in making sure it pays off for our clients and committed to making a positive change in the world. Join our community of missiondriven creatives communicators strategists and technologists to challenge the status quo.
Are you great at managing customer and partner relationships within and outside of an organization Were currently hiring a Customer Experience Senior Advisor to help build a cybersecurityfocused communication and engagement approach to develop and support an external engagement strategy with targeted actions tailored to key stakeholder audiences. You will work to identify build and manage relationships with external stakeholders/audiences representing Information Technology and Security. This is an excellent opportunity to work with cybersecurity professionals to develop and manage processes for collecting aggregating storing analyzing and reporting on customer feedback.
Role requires one day a month on site in Arlington VA
Key Responsibilities:
Manage customer feedback about services and products that include publications information sharing programs and partnership events.
Support and execute a comprehensive external cyber security engagement plan.
Communicate general cybersecurity team functions to customers using various communication channels and materials (including but not limited to customer messaging presentations talking points articles leader announcements newsletters and digital content)
Develop strategic communications plans and support the daytoday tactical of DHS crosschannel communications activities.
Support the implementation and management of a Customer Relationship Management solution for administrative support functions and to manage partners. Oversee the administrative support functions including process development and data entry.
Partner to strategize plan and execute communications initiatives to support complex cyber projects.
Partner with cybersecurity incident response teams to provide communications advisement on business continuity and crisis communications efforts for cybersecurity events and incidents.
Interface with subject matter experts management and legal teams to prepare current auditready responses and general tactical/operational communications as needed
Maintain an understanding of current IT and information security policies and standards and general industry best practices.
Develop and maintain project plans for various initiatives track status of key deliverables
Develop custom surveys and conducts focus group questions to gain targeted stakeholder Public trust insights
Conduct stakeholder analysis to determine key audiences from which to solicit feedback
Participate in research operations to conduct discovery generative research and usability testing
Lead colead or be part of a cross functional team. Work crossfunctionally to expand the organizations feedback and customer experience program
Use the most effective levers for improving government products and services based upon quantitative and qualitative assessments of end users needs including leveraging data to inform product platform or service direction based on the outcome of research prototypes and customerbased learning
Establish metrics for understanding and measuring value to customers
Analyze customer feedback and metrics to determine key recommendations to drive change.
Additional Responsibilities:
Provides expertise in recommending and implementing user feedback and research methods/plans tailored to JCDCs Customer Experience framework.
Coordinates approval of PRA related initiatives and recommends unique strategies to collect customer feedback across the JCDC customer base.
Develop surveys and interview protocols for JCDC Product lines
Consult with JCDC product authors to develop measures of success for key JCDC product lines and create project plans for following up with key stakeholders
Create customer feedback reports and insights to inform change management practices.
Recommend and implement change management procedures for customer feedback.
Analyzes qualitative and quantitative customer feedback from various sources to identify trends and areas for improvement.
Evaluates opportunities for improved customer experience.
Collaborates with other functional areas within StratCon to improve and unify customer experience.
Supports the development and monitoring of key performance indicators for JCDC Products and advises on potential measures of success.
Provides detailed metrics and analysis for products through reports like the Monthly Google Analytics Report Quarterly CSD Products Report highlevel metrics reports for key product releases and annual reports on product performance.
Required Qualifications:
Must be able to obtain and maintain a Public Trust Clearance
US Citizenship required by government contract
10 years of experience in Customer Feedback Programs that provide insight to into customer requirements and knowledge of the Federal Paperwork Reduction Act (PRA) approval process.
Additional Requirements:
Bachelors degree in business communications cybersecurity information systems and security or related; equivalent experience may be substituted in lieu of degree
5 years of experience developing clear and concise presentations reports and dashboards to inform upper management of relevant metrics and trends
5 years of experience with Microsoft tools to include Word Excel PowerPoint Visio
5 years of experience developing and managing SharePoint sites and content.
5 years of experience collecting data in analytics platforms (Qualtrics preferred) and developing dashboard reports.
Preferred Qualifications:
Deep knowledge and experience in receiving approvals (or exemptions) for Paperwork Reduction Act (PRA) initiatives.
Experience developing performance measures for DHS organizations tied to outyear budget justifications.
Experience in analytics platforms (Excel Qualtrics Sprout Social and Google Analytics.
Effective interpersonal skills strong formal presentation abilities project management skills
Professional clear and concise verbal and written communication to internal customers subject matter experts upper management and other audiences
Strong deductive reasoning critical thinking problem solving prioritization attention to detail and consultative skills.
A collaborative team player who solicits and offers input and support for decisionmaking.
Proven organizational ability (time management and prioritization) that utilizes a rigorous process for all followup / coordination activities.
Ability to deal diplomatically and effectively at all levels of the business to include technical and nontechnical staff management and senior leadership.
Customer service orientation with strong leadership interpersonal organizational problemsolving and strategic thinking skills
Possess innovative and creative problemsolving skills able to understand the essence of the matter and communicate it effectively.
Possess business acumen change management project and stakeholder management skills.
Ability to proactively obtain and leverage new and current information to efficiently achieve team and corporate goals.
Working at ICF
ICF is a global advisory and technology services provider but were not your typical consultants. We combine unmatched expertise with cuttingedge technology to help clients solve their most complex challenges navigate change and shape the future.We can only solve the worlds toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information please read ourEEOpolicy.
Reasonable Accommodations are available including but not limited to for disabled veterans individuals with disabilities and individuals withsincerely heldreligious beliefs in all phases of the application and employment process. To requestan accommodationplease emailand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentto provide needed reasonable accommodations.
Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.
At ICF we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether inperson or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.
However we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on fulltime employment is:
$89203.00 $151646.00Virginia Client Office (VA88Required Experience:
Senior IC
Employment Type
Full-Time
