Global Customer Experience Lead for IT Services

CACI; Reston (VA); On-site; USD 121,000 - 266,000; Full time

Job summary

CACI is seeking a Customer Advocate in Reston, VA to lead a complex CX program on the GMOS contract for the Department of State. You will guide a high-performing team, drive survey programs, and track NPS and related metrics.

Active Secret clearance is required. Expect collaboration across global stakeholders with up to 10% travel, and responsibilities spanning service delivery, IT operations, and continuous improvement initiatives.

Qualifications

• BA/BS degree required with extensive relevant experience in CX, service delivery, or program management.
• Active Secret clearance required.
• Experience leading CX or advocacy programs within large-scale enterprise environments.

Responsibilities

• Provides technical/management leadership for performance management and customer experience program across global enterprise
• Establishes customer experience program strategy including transactional surveys, relationship surveys, NPS metrics, and improvement action plans
• Directs survey result analysis identifying trends, pain points, and improvement opportunities across 40,000+ users
• Establishes survey instrument development standards ensuring quantitative and qualitative feedback collection
• Establishes Stakeholder Management Plan strategy describing stakeholder identification, engagement, and coordination across program life cycle
• Directs stakeholder feedback collection and incorporation mechanisms improving program management and service delivery
• Establishes escalation paths and decision authorities for resolving stakeholder issues, conflicting priorities, and disputes
• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing

Skills

CX leadership

Stakeholder engagement

ITSM knowledge

Education

BA/BS degree

Job description

CACI is seeking a Customer Advocate in Reston, VA to lead a complex CX program on the GMOS contract for the Department of State. You will guide a high-performing team, drive survey programs, and track NPS and related metrics.

Active Secret clearance is required. Expect collaboration across global stakeholders with up to 10% travel, and responsibilities spanning service delivery, IT operations, and continuous improvement initiatives.