Customer Experience Senior Advisor (Public Trust Required)

About the Role

Key Responsibilities

• Manage customer feedback about services and products, including publications, information sharing programs, and partnership events.
• Support and execute a comprehensive external cybersecurity engagement plan.
• Communicate general cybersecurity team functions to customers through various channels such as messaging, presentations, articles, newsletters, and digital content.
• Develop strategic communications plans and support the tactical execution of DHS cross-channel communications activities.
• Support the implementation and management of a Customer Relationship Management solution for administrative support functions and partner management.
• Partner to strategize, plan, and execute communications initiatives supporting complex cyber projects.
• Collaborate with cybersecurity incident response teams to advise on business continuity and crisis communications during cybersecurity events.
• Interface with subject matter experts, management, and legal teams to prepare responses and operational communications.
• Maintain understanding of current IT and information security policies and industry best practices.
• Develop and track project plans for various initiatives, including key deliverables.
• Create and conduct surveys and focus groups to gather stakeholder insights.
• Conduct stakeholder analysis to identify key audiences for feedback.
• Participate in research activities such as discovery, generative research, and usability testing.
• Lead or participate in cross-functional teams to expand customer feedback and experience programs.
• Use data and research outcomes to inform product, platform, or service improvements.
• Establish and analyze metrics to measure customer value and feedback effectiveness.
• Analyze customer feedback and metrics to recommend and drive organizational change.

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 providing insight into customer requirements and knowledge of the Federal Paperwork Reduction Act (PRA) approval process.
• Bachelor's degree in business, communications, cybersecurity, information systems and security, or related field; equivalent experience may be substituted.
• 5 years of experience developing presentations, reports, and dashboards for upper management.
• 5 years of experience with Microsoft tools including Word, Excel, PowerPoint, and Visio.
• 5 years of experience developing and managing SharePoint sites and content.
• 5 years of experience collecting data in analytics platforms (preferably Qualtrics) and creating dashboard reports.

Nice to Have

• Deep knowledge and experience in receiving approvals or exemptions for Paperwork Reduction Act (PRA) initiatives.
• Experience developing performance measures for DHS organizations tied to budget justifications.
• Experience with analytics platforms such as Excel, Qualtrics, Sprout Social, and Google Analytics.
• Effective interpersonal skills and strong formal presentation abilities.
• Project management skills and professional communication skills.
• Strong deductive reasoning, critical thinking, and problem-solving skills.
• Collaborative team player with organizational and time management abilities.
• Ability to communicate effectively with technical and non-technical audiences, including management and senior leadership.
• Innovative problem-solving skills and business acumen.
• Change management, stakeholder management, and proactive information leveraging skills.

Qualifications

• Bachelor's degree or equivalent experience in related fields.
• Ability to obtain and maintain a Public Trust Clearance.
• US Citizenship.

Benefits & Perks

• Competitive pay range: $98,124.00 - $166,810.00.
• Reasonable accommodations available during the application and employment process.
• Work environment that promotes collaboration and professional growth.