Customer Experience Senior Advisor with Security Clearance
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 for a Senior Customer Feedback Experience 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:
o Manage customer feedback about services and products that include publications, information sharing programs, and partnership events.
o Spearhead the development and execution of a strategy to expand customer feedback collection methods and increase meaningful feedback from targeted stakeholder groups.
o Advise on best practices and client-tailored solutions to enhance the feedback program for cyber products across the agency.
o Analyze feedback and make recommendations on suggested actions in response.
o Analyze feedback and customer data across multiple platforms (e.
g.
, surveys, social media, website) to draw conclusions and highlight trends and provide these in routine reporting.
o Conduct interviews and support focus groups with target stakeholders to collect partner feedback (Note:
requires some familiarity with basic IT/cybersecurity).
o Establish a stream of data to analyze, measure, and evaluate customer behaviors and sentiments (Note:
data management tools may not be available).
o Create dashboards, reports, and visualization to analyze metrics and develop insights from various sources.
o Collaborate with cross-functional teams to deliver and support end-to-end CX goals, programs, and practices across the organization.
o Oversee and execute a comprehensive external cyber security engagement plan.
o 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).
o Develop strategic communications plans and support the day-to-day tactical execution of DHS cross-channel communications activities.
o 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.
o Partner to strategize, plan, and execute on communications initiatives to support complex cyber projects.
o Partner with cybersecurity incident response teams to provide communications advisement on business continuity and crisis communications efforts for cybersecurity events and incidents.
o Interface with subject matter experts, management and legal teams to prepare current, audit-ready responses and general tactical/operational communications, as needed.
o Maintain an understanding of current IT and information security policies and standards and general industry best practices.
o Develop and maintain project plans for various initiatives; track status of key deliverables.
o Participate in ad-hoc projects and provide other general support for the broader Information team as needed.
Required
Qualifications:
o Active/Current high level government clearance, with (SCI).
o Bachelor's degree in business, digital, communications, cybersecurity, information systems and security, or a related discipline or equivalent experience.
o 10
years of experience in customer feedback/experience programs.
o Position requires Individual to reside and work within the continental United States due to contract requirements.
Professional Skills:
o Have experience with Customer Feedback Programs that provide insight to into customer requirements.
o Advanced experience in analytics platforms (Excel and Google Analytics).
o An innovative and creative thinker who can get to the essence of the matter and communicate concisely and in an engaging manner.
o Business acumen, change management, project and stakeholder management skills.
o Ability to develop clear and concise presentations, reports and dashboards to inform upper management of relevant metrics and trends.
o Ability to proactively obtain and leverage new and current information to efficiently achieve team and corporate goals.
o Advanced proficiency with usage of Microsoft tools:
Word, Excel, PowerPoint, Visio and others.
o Experience developing and managing SharePoint sites and content.
o Excellent written and verbal communications, effective interpersonal skills, strong formal presentation abilities, project management skillso Professional, clear, and concise verbal and written communication to internal customers, subject matter experts, upper management and other audienceso Strong deductive reasoning, critical thinking, problem solving, prioritization, attention to detail and consultative skillso A collaborative team player who will solicit and offer input and support decision-making.
o Proven organizational skills (time management and prioritization), and also employ a rigorous process for all follow-up / coordination activities.
o Ability to deal diplomatically and effectively at all levels of the business including both technical and non-technical staff, management and senior leadership.
o Customer service orientation with strong leadership, interpersonal, organizational, problem-solving, and strategic thinking skills.
Recommended Skills Administration Attention To Detail Auditing Change Management Commercial Awareness Computer Security Estimated Salary: $20 to $28 per hour based on qualifications.
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 for a Senior Customer Feedback Experience 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:
o Manage customer feedback about services and products that include publications, information sharing programs, and partnership events.
o Spearhead the development and execution of a strategy to expand customer feedback collection methods and increase meaningful feedback from targeted stakeholder groups.
o Advise on best practices and client-tailored solutions to enhance the feedback program for cyber products across the agency.
o Analyze feedback and make recommendations on suggested actions in response.
o Analyze feedback and customer data across multiple platforms (e.
g.
, surveys, social media, website) to draw conclusions and highlight trends and provide these in routine reporting.
o Conduct interviews and support focus groups with target stakeholders to collect partner feedback (Note:
requires some familiarity with basic IT/cybersecurity).
o Establish a stream of data to analyze, measure, and evaluate customer behaviors and sentiments (Note:
data management tools may not be available).
o Create dashboards, reports, and visualization to analyze metrics and develop insights from various sources.
o Collaborate with cross-functional teams to deliver and support end-to-end CX goals, programs, and practices across the organization.
o Oversee and execute a comprehensive external cyber security engagement plan.
o 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).
o Develop strategic communications plans and support the day-to-day tactical execution of DHS cross-channel communications activities.
o 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.
o Partner to strategize, plan, and execute on communications initiatives to support complex cyber projects.
o Partner with cybersecurity incident response teams to provide communications advisement on business continuity and crisis communications efforts for cybersecurity events and incidents.
o Interface with subject matter experts, management and legal teams to prepare current, audit-ready responses and general tactical/operational communications, as needed.
o Maintain an understanding of current IT and information security policies and standards and general industry best practices.
o Develop and maintain project plans for various initiatives; track status of key deliverables.
o Participate in ad-hoc projects and provide other general support for the broader Information team as needed.
Required
Qualifications:
o Active/Current high level government clearance, with (SCI).
o Bachelor's degree in business, digital, communications, cybersecurity, information systems and security, or a related discipline or equivalent experience.
o 10
years of experience in customer feedback/experience programs.
o Position requires Individual to reside and work within the continental United States due to contract requirements.
Professional Skills:
o Have experience with Customer Feedback Programs that provide insight to into customer requirements.
o Advanced experience in analytics platforms (Excel and Google Analytics).
o An innovative and creative thinker who can get to the essence of the matter and communicate concisely and in an engaging manner.
o Business acumen, change management, project and stakeholder management skills.
o Ability to develop clear and concise presentations, reports and dashboards to inform upper management of relevant metrics and trends.
o Ability to proactively obtain and leverage new and current information to efficiently achieve team and corporate goals.
o Advanced proficiency with usage of Microsoft tools:
Word, Excel, PowerPoint, Visio and others.
o Experience developing and managing SharePoint sites and content.
o Excellent written and verbal communications, effective interpersonal skills, strong formal presentation abilities, project management skillso Professional, clear, and concise verbal and written communication to internal customers, subject matter experts, upper management and other audienceso Strong deductive reasoning, critical thinking, problem solving, prioritization, attention to detail and consultative skillso A collaborative team player who will solicit and offer input and support decision-making.
o Proven organizational skills (time management and prioritization), and also employ a rigorous process for all follow-up / coordination activities.
o Ability to deal diplomatically and effectively at all levels of the business including both technical and non-technical staff, management and senior leadership.
o Customer service orientation with strong leadership, interpersonal, organizational, problem-solving, and strategic thinking skills.
Recommended Skills Administration Attention To Detail Auditing Change Management Commercial Awareness Computer Security Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
