Customer Experience Senior Advisor

Customer Experience Senior Advisor

Requirements

• 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.

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.

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.