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Project Manager – Client Experience Program
As a member of ICF’s Corporate Growth team, the Client Experience Program (CEP) Project Manager (PM) 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 PM will be a critical part of designing and implementing approaches to further enhance and enrich how clients experience ICF to fuel client growth and retention. The role also has a strong data analytics component – you will dive into data, find nuggets of insight, and polish them until they shine.
The successful CEP PM will be a proven, self-motivated strategic thinker with strong analytic, organizational, and communication abilities coupled with a results-driven focus. The candidate will be skilled at partnering for success while juggling multiple priorities, including expertise across a broad range of functional areas. Key responsibilities are detailed below.
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
Serve as the key point of contact to internal clients, providing excellent service, managing expectations, and producing deliverables that facilitate process and service improvements
Analyze data from multiple sources, draw conclusions, and provide written reports of survey outcomes to multiple audiences
Deliver data driven insights
Aggregate data across related functional areas to develop a centralized repository to track, measure, and analyze client experience outcomes
Prepare data analysis of key business development metrics
Facilitate technology to support the collection and distribution of survey results
Prepare project plans using effective project management processes and frameworks
Proactively manage a team of cross-matrixed professionals, ensuring smooth team operations, effective collaboration, and task completion
Develop project quality assurance protocols, and ensure quality for all data, reports, and presentations
Communicate effectively across multiple modes, to include analysis and reporting
Continuously assess and make recommendations to address any barriers or obstacles to achieving project goals
Update leadership on progress as directed and on regular reporting cycles
Bachelor’s degree required, Master’s degree a plus
8-10 years of applied experience in the survey research, business development, or project management field, including coordinating teams and tasks, tracking completion of activities, managing schedules, analyzing data, preparing deliverables, and ensuring the quality of work products
At last 8 years of experience with MS Office products—Word, Excel, PowerPoint or professional skills
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 coordinate with data scientists and corporate IT
Ability to influence and collaborate across stakeholders
Strong analytical, problem-solving, and decision-making capabilities
Proven project management expertise
Survey research experience, including design, analysis, and reporting
Data analysis and visualization expertise
Proven verbal and written communication skills, including presentations and meeting facilitation
Self-motivated, entrepreneurial, disciplined, efficient
Strong project management and organizational skills
Drives projects through to completion and has fun while doing it
Develops and cultivates strong relationships
Thrives in a nimble, fast-paced, and expansive team
Professional maturity, especially in the context of complex organizations
Superior attention to detail
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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