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Program Manager – Customer Insights/Behavioral Science
Program Manager – Customer Insights/Behavioral Science
To support our growth, we are seeking a Program Manager for our Utility Programs and Services (UPS) division to grow ICF’s Customer Insights and Behavioral Science offerings. You will lead and manage one or more programs focused on customer insights/behavioral science including developing project scope and budget, building relationships with clients, fostering relationships with key market actors such as contractors and other stakeholders, developing and implementing program strategies and plans, as well as supporting outreach and marketing efforts.
In this role, you will coordinate with a team of customer insights experts, researchers, product developers, and others to forward the development and implementation of customer insights and behavioral science offerings. Specifically, this role is responsible to facilitate, coordinate and manage the design, development and implementation of best-in-class customer research for utility residential and commercial customers.
You will partner closely with the appropriate research, IT, analytics, marketing, and implementation teams to ensure all aspects of the customer research are fully aligned with our clients’ business goals and engagement strategies. In addition, you will manage key stakeholder relationships that include outside research partners and vendors, multiple levels within UPS and throughout various internal ICF teams to manage customer centric research projects, developing meaningful customer insights that drive better outcomes for our clients and for our business.
Key responsibilities include:
Manage one or more teams engaged in the daily implementation of customer insights offerings
Implement offering(s) including development and execution of detailed and effective deployment and project management plans, quality control, and evaluation
Collaborate with the Director of Customer Insights and other ICF staff to ensure offerings are achieving goals on schedule and within budget, and that work products are of high quality
Produce delivery forecasts, financial analyses and formal project reviews for ICF leadership to report on offering performance vs. projected key performance indicators such as energy savings, as well as vs. internal ICF financial goals
Maintain direct contact and relationship with the client lead/main point of contact as well as other key client contacts such as forecasting, regulatory, EM&V and QA/QC as necessary
Track goal achievement and report results to clients
Analyze market trends and technologies to optimize existing offerings
Help formulate new approaches and develop new insights for existing program offerings
Develop collaborative relationships and partnerships with ICF implementation leads, outreach staff, business development staff, and others, through in-person and virtual interactions
Educate teams and promote improvements in customer experience, engagement, and insights through the use of existing market knowledge and social science research
Contribute to the development of proposal content
Contribute to, and sometime lead, the development of Customer Insights Lunch-n-Learns (internal) and client-facing webinars to promote and share Customer Insights work
5+ years of experience with demonstrated leadership, effective management, relationship building, and consultation skills with ability to influence and lead teams
Experience developing designing and administering successful customer insights research projects for utility energy efficiency programs or similar applicable experience
Experience managing projects and budgets for utilities, state energy offices, state/local governments, and/or regional non-profits or similar applicable experience
Degree in social or behavioral sciences preferred
Ability to manage client relationships and communicate effectively
Advanced skills in the following areas: organization, flexibility, financial and time management, analysis, stakeholder collaboration and outreach, marketing planning and execution, event management, written and verbal communications
Previous experience managing staff
Ability to establish influential partnerships at all levels
Demonstrated experience with business development and client development
In-depth knowledge of user-centered and behavioral science approaches to energy efficiency, clean energy, and demand response
Recognized for expertise in customer research and insights including industry certifications, professional affiliations, and publications
Data visualization experience
Demonstrated proficiency and understanding of utility and end customer needs as relates to energy efficiency, distributed energy, and demand response programs
Strong writing and presentation skills
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.
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.
Fairfax, VA (VA01)