ICF Consulting Group, Inc. Manager, Customer Experience (Remote) in Helena, Montana
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 Government, 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.
We’re currently hiring for a Manager, Customer Experience .
This role will lead a team undertaking persona development, journey mapping and cross-channel service blueprinting projects for federal government clients in a fast-paced, data-driven atmosphere. In this role, you will lead participatory design sessions, help analyze and synthesize survey data and qualitative research, and act as steward of the CX strategy tasks as assigned, including creating journey maps in tools such as Mural, developing customer personas based on data inputs, and creating recommendations reports.
This role requires effective facilitation and communication abilities, both oral and written, as well as proven client management and resiliency skills.
As a Manager, Customer Experience, you will:
Lead and manage projects that may have multiple owners and multiple team members who report to different supervising units
Serve as internal and external client-facing liaison for CX, advocating for decision making based on customer feedback, web analytics, stakeholder input, and other data analysis and synthesis
Prioritize tasks and change requests in real time with excellent supporting documentation
Facilitate client meetings, remote workshops, and stakeholder interviews
Develop recommended CX strategies and tactics based on research findings and cross-channel experience maps
Create CX deliverables such as personas, journey maps and action plans
Create CX measurement frameworks
Analyze business processes and technology systems to understand and communicate how they impact CX
Work alongside other research and technology staff to design and implement voice of the customer programs
Manage project timelines and resources, in collaboration with client staff, the CX Director and the ICF Project Manager
As a Manager, Customer Experience , you will have:
5+ years’ experience in a CX, UX, business process improvement, strategy consulting, or similar role
2+ years’ experience as a manager, team lead, or comparable role
Demonstrated resiliency and experience in client-facing roles requiring tactful communications in fast-moving environments
Experience facilitating client sessions, creating personas, journey maps and service blueprints, and developing recommendations reports
Experience with briefing senior executives at the director level and above on CX processes and recommendations
Ability to collaborate with teams in an agile setting and work across many workstreams
Excellent written and oral communication skills with a focus on attention to detail to produce client-ready reports and presentations
Talent for anticipating obstacles and risk in projects and proactively seeking solutions to mitigate them
Special consideration will be given to any candidates who have familiarity with cloud-based CX tools, have CX certifications, and/or have experience with CX projects for public sector clients
Job Location(s): This is a remote position open to all U.S. citizens.
Working at ICF
Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.
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 (https://www.icf.com/legal/equal-employment-opportunity) .
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ICF (NASDAQ:ICFI) is a global consulting services company with over 7,000 full and part-time employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.