Customer Experience Manager

$125,000 - $150,000/Yr

On Assignment - Arlington, VA

Full-time

Arlington, VA

Administrative and Support Services

About the position

ECS is seeking a highly skilled and experienced Customer Experience Manager to work remotely. This role focuses on improving customer experience across enterprise platforms at the Department of Homeland Security (DHS) by developing roadmaps, plans, and strategies. The ideal candidate will leverage their customer experience, customer engagement, and IT project management skills to interface with multiple teams and customer sets, interpreting feedback and data to inform action plans and customer-centric product roadmaps.

Responsibilities

• Manage the customer experience of the products and services across a DHS IT program
• Lead CX activities such as conducting user research, developing personas, creating customer journey maps, and establishing the voice of the customer (VOC)
• Develop and implement customer experience strategies and initiatives
• Identify and implement tools to solicit and capture customer feedback to support journey refinement and delivery success
• Advise the delivery teams on best practices to manage customer expectations and address customer concerns
• Communicate customer feedback and project requirements to technical and non-technical teams in support of developing user stories, effective roadmaps and efficient workflows
• Proactively collaborate with technical teams to continuously monitor workflow, while identifying critical dependencies and gaps to support data-driven recommendations for process and solution improvements
• Deliver effective and organized communications, both oral and written to stakeholders at various technical and non-technical levels
• Maintain a high-level of adaptability and empathy in response to customer's emerging business needs, enabling the team to effectively and strategically adjust priorities.

Requirements

• A U.S. resident with ability to obtain at minimum, a Public Trust clearance
• Holds a bachelor's degree
• Has a minimum of seven (7) years' experience managing projects

Benefits

• General Description of Benefits