Customer Experience Senior Advisor (Public Trust Required)

Customer Experience Senior Advisor

ICF is a mission-driven company filled with people who care deeply about improving the lives of others and making the world a better place. Our core values include Embracing Difference; we seek candidates who are passionate about building a culture that encourages, embraces, and hires dimensions of difference.

@ 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.

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 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.

Required Qualifications:

• US Citizenship and Public Trust Clearance; with the ability to obtain and maintain a high level clearance
• 10+ years of experience of relevant experience

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 with Microsoft tools, to include Word, Excel, PowerPoint, Visio
• 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 developing and managing SharePoint sites and content.

Preferred Qualifications:

• Experience in analytics platforms (Excel and Google Analytics).
• Effective interpersonal skills,