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 mission-driven 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? We’re currently hiring a Customer Experience Senior Advisor to help build a cybersecurity-focused 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.
This role will work onsite at our client office in Arlington, VA and currently has some hybrid flexibility.
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 day-to-day tactical execution of DHS cross-channel 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, audit-ready 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, co-lead, or be part of a cross functional team. Work cross-functionally to expand the organization’s feedback and customer experience program
- Use the most effective levers for improving government products and services based upon quantitative and qualitative assessments of end user’s needs including leveraging data to inform product, platform, or service direction based on the outcome of research, prototypes, and customer-based 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 JCDC’s 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, high-level 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:
- Bachelor’s 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 out-year 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 decision-making.
- Proven organizational ability (time management and prioritization) that utilizes a rigorous process for all follow-up / coordination activities.
- Ability to deal diplomatically and effectively at all levels of the business, to include technical and non-technical staff, management, and senior leadership.
- Customer service orientation with strong leadership, interpersonal, organizational, problem-solving, and strategic thinking skills
- Possess innovative and creative problem-solving 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.
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