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Customer Experience Program Manager - Work from Home / Remote
As a member of ICF’s Corporate Growth team, the Customer Experience Program (CEP) Manager will support all phases of the CEP at ICF, reporting directly to the CEP Senior Director. This multi-faceted role touches a broad range of activities across a large, complex, and highly visible team. The CEP Manager will be a critical part of designing and implementing approaches to further enhance and enrich how clients experience ICF. The role also has a strong data analytics component – you will dive into data, find nuggets of insight, and polish them until they shine.
What you will do:
Design and implement CEP projects that facilitate process and service improvements that fuel client growth and retention
Manage the day-to-day activities of one or more concurrent survey-related projects, including the ICF Client Satisfaction survey (CSAT), the US Government Contractor Performance Assessment Reporting System (CPARS), and qualitative feedback from client meetings
Analyze data from multiple sources, draw conclusions, and provide written reports of survey outcomes to multiple audiences
Develop project quality assurance protocols, ensuring quality for all data, reports, and presentations
Develop a centralized repository to track, measure, and analyze client experience outcomes
Partner with internal operating groups to continuously assess and make recommendations to address any barriers or obstacles to achieving program goals
Proactively manage a team of cross-matrixed professionals, ensuring smooth team operations, effective collaboration, and task completion
What you will need:
Bachelor’s degree required, Master’s degree a plus
8+ years of experience in customer experience (CX), survey research, business development, or program management related to client satisfaction
Familiarity with data collection, statistical software, and/or reporting platforms
Proficiency with leading visualization tools (e.g., Tableau, Power BI, Qlikview, or others)
Ability to influence and collaborate with various stakeholders and coordinate with groups such as data scientists and corporate IT
A strategic mindset with strong analytic, problem-solving, and decision-making capabilities
Strong verbal and written communication skills, including presentations and meeting facilitation
A self-motivated, entrepreneurial, disciplined, and efficient approach to your work
The ability to thrive on a nimble, fast-paced, and expansive team
Professional maturity, especially in the context of complex organizations
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.
COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email firstname.lastname@example.org and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law and Pay Transparency Statement.
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