Associate Director of CX Strategy

at  Fors Marsh

WHO WE ARE: At Fors Marsh, we take on issues that matter. We are a team of researchers, advisors, and communicators working together to shape the systems that shape our lives. We look at human behavior from all angles to design targeted solutions that influence decision-making and move people to action. We are committed to the problem, not just the project, and we are intentional about taking on work and forming partnerships that balance purpose, people, planet, and profit. We are a certified B Corporation, a Just employer, and a 2019-2023 Top Workplace. We hold ourselves accountable to the values that have always defined us. And those values drive us to be the best possible versions of ourselves for each other, our communities, our clients, and the world.
WHO WE ARE LOOKING FOR: The Program Evaluation and Policy Analysis Practice is currently seeking an experienced professional to lead and expand our customer experience research and advisory efforts in the federal sector. We’re looking for someone who brings a blend of strategic insight, leadership in customer experience, and the ability to foster senior-level engagements with federal clients, industry partners, and technology integrators. The selected individual will serve as a senior leader in the practice, leading and providing oversight of CX efforts with federal agencies such as the Internal Revenue Service, Social Security Administration, Department of Labor, and the Department of Homeland Security, and focusing on new business and proposal development.

QUALIFICATIONS:

• Master’s degree (or Bachelor’s degree with equivalent experience) in social science, public policy, or related field.
• At least 10 years of leadership experience in consulting and/or research services in the customer experience space.
• At least 5 years of experience leading cross-functional teams and research projects on behalf of federal and other clients.
• Demonstrated knowledge of Federal priorities related to customer experience and digital services.
• Demonstrated ability to successfully advise and provide senior-level counsel for a range of clients.
• Demonstrated strong verbal and written communication skills, including proposal writing.
• Capture experience preferred.
• Civil service experience preferred.
• Certified Customer Experience Professional (CCXP) preferred.
• Applicants may be subject to a low-level government security investigation and must meet eligibility criteria for access to sensitive information.
• Must be a U.S. Citizen and consent to a full background check due to our federal contract requirements.

• Managing concurrent CX research and evaluation projects and providing strategic insights and technical oversight.
• Thinking creatively to solve tangible challenges individuals face when interacting with government programs and services through the application of user research, data insights, and technology, among other channels.
• Leading initiatives to develop and implement evidence-based strategies and CX methodologies aimed at process and program improvements, by focusing on governance, measurement, innovation, and strategic planning.
• Leading new business and proposal efforts to support long-term strategy and expand Fors Marsh’s federal CX portfolio.
• Leading multiple project teams, cultivating a collaborative work environment, and developing team members through mentoring.
• Building relationships with business partners and stakeholders to support current and future projects.