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Arlington, Virginia, United States of America
JOB #R2203290

Senior Customer Experience Analyst

We’re currently hiring a Customer Experience Analyst.  

The Company

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, 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.

Are you great at managing customer and partner relationships within and outside of an organization?

We’re currently hiring for a Customer Experience Analyst to help build a customer experience practice for a Federal agency. You will work to identify, build, and manage data inputs from external stakeholders/audiences, decipher key trends and insights and report to leadership on recommended improvements. This is an excellent opportunity to work with professionals to develop and manage processes for collecting, aggregating, storing, analyzing, and reporting on customer feedback.

Key Responsibilities:

  • Have experience with digital analytics and/or Customer Feedback Programs that provide insight to into customer requirements.

  • Manage customer feedback/data insights about services and products that include publications, information sharing programs, and partnership events.

  • Develop analytics plans and support the day-to-day analytics process across cross-channel communications activities.

  • Support the implementation and management of a Customer Relationship Management solution for administrative support functions and to manage partners.  Oversee the administrative support functions, including process development and data entry.

  • Partner to strategize, plan, and execute on communications initiatives to support complex projects.

  • Develop and maintain project plans for various initiatives; track status of key deliverables.

  • Participate in ad-hoc projects and provide other general support for the broader Information team as needed.

  • Experience in supporting the development of SharePoint sites and content. 

Required Qualifications:

  • Bachelor's degree in business, communications, information systems, or a related discipline or equivalent experience.

  • 6+ years of experience.

  • US citizenship (requirement for federal contract).

  • Active/Current Top Secret government clearance, with Special Compartmentalized Information (SCI) required.

Preferred Qualifications:

  • An innovative and creative thinker who can get to the essence of the matter and communicate concisely and in an engaging manner.

  • Business acumen, change management, project and stakeholder management skills.

  • Ability to develop clear and concise presentations, reports and dashboards to inform upper management of relevant metrics and trends.

  • Ability to proactively obtain and leverage new and current information to efficiently achieve team and corporate goals.

  • Proficiency with usage of Microsoft tools: Word, Excel, PowerPoint, Visio and others.

  • Excellent written and verbal communications, effective interpersonal skills, strong formal presentation abilities, project management skills.

  • Professional, clear, and concise verbal and written communication to internal customers, subject matter experts, upper management and other audiences.

  • Strong deductive reasoning, critical thinking, problem solving, prioritization, attention to detail and consultative skills.

  • A collaborative team player who will solicit and offer input and support decision-making.

  • Proven organizational skills (time management and prioritization), and also employ a rigorous process for all follow-up / coordination activities.

  • Ability to deal diplomatically and effectively at all levels of the business including both technical and non-technical staff, management and senior leadership.

  • Customer service orientation with strong leadership, interpersonal, organizational, problem-solving, and strategic thinking 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 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.

Virginia Client Office (VA88)

Customer Experience

Who is ICF?

A global consulting services company with approximately 8,000 people across 75+ countries, but we are not your typical consultants.

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.