Job Abstract

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.

At ICF 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.

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 citizen required by federal contract
• Ability to obtain and maintain a high-level clearance
• 10+ years of experience

Additional Qualifications:

• 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.

Preferred Qualifications:

• Experience in analytics platforms (Excel 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.

Working at ICF

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 workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

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 is: