Organizational Change and Customer Journey Manager

ICF is seeking an Organizational Change and Customer Journey Manager to support a science and engineering innovation program at a federal agency. Your work will contribute to enabling the U.S. to uphold its leadership in innovation in science and engineering. You will oversee day-to-day operations, logistics, performance, and deliverables related to nationwide program expansions. 

This role is based in Alexandria, VA. This is a significant opportunity where your role will be pivotal in driving and managing organizational transformations. You will also focus on enhancing the customer journey, all while building a rewarding career at ICF. Your contribution will be crucial in steering the program's growth, ensuring designated staff and anchor staff are adequately equipped and supported for the broader organizational changes. 

Key Responsibilities: 

• Manage and oversee the daily operation, logistics, and performance in line with call order(s) statement of work. 
• Coordinate and drive the program's expansion, integrating regional anchors as described in the statement of work. 
• Identify, analyze, and address organizational aspects that necessitate expansion. 
• Equip and support program staff and anchor staff in adopting and adapting to organizational changes. 
• Utilize project management tools and software to oversee and direct change management projects. 
• Develop and optimize organizational processes to ensure efficiency and effectiveness. 
• Manage risks by identifying potential issues and creating mitigation strategies. 
• Execute administrative responsibilities, including note capturing, reporting, scheduling meetings, and coordinating deliverable feedback. 

Required Qualifications and Skills: 

• A minimum of 10 years of management experience. 
• BS/BA degree or equivalent education and/or experience. 
• Certification in change management, such as Prosci, or a minimum of 7 years of experience leading change management projects.  

Preferred:

• Experience in project management, change management strategies, organizational process development, and risk mitigation. 
• Demonstrate experience in projects, programs, or organizations similar to converging scientific disciplines and research, fostering collaboration, build and support partnerships.  
• Familiarity and competence in using project management software. 
• Comfortable using Microsoft Office tools. 
• Strong thought-leadership capabilities. 
• Exceptional communication skills. 
• Ability to manage multiple tasks and communication streams simultaneously. 
• Adept at multitasking and managing concurrent projects. 

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Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  Know Your Rights and  Pay Transparency Statement.

 

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to