Global CX Advocate & Stakeholder Lead

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

Job summary

CACI International Inc in Reston, VA is seeking a Customer Advocate to lead customer experience programs across a global enterprise, driving CX strategy, VoC initiatives, NPS metrics, and action plans to improve service delivery for 40,000+ users.

The role requires a BA/BS and 13+ years of relevant experience, an active Top Secret clearance, and a track record of translating customer feedback into executive-level recommendations.

Qualifications

• Experience leading customer experience (CX) programs within large-scale enterprise environments.
• Experience developing and executing enterprise CX strategies including VoC, NPS, trend analysis, and action plans.
• Demonstrated ability to translate customer feedback into measurable service improvements and executive recommendations.

Responsibilities

• Provides technical/management leadership for performance management and customer experience program across global enterprise.
• Directs stakeholder feedback collection and incorporation mechanisms to improve service delivery.
• Establishes escalation paths, governance processes, and decision authorities for resolving stakeholder issues.
• Manages financials, staffing, and project objectives on major assignments.

Skills

CX leadership

Stakeholder engagement

Service delivery

IT operations

Program management

Education

BA/BS degree

Job description

CACI International Inc in Reston, VA is seeking a Customer Advocate to lead customer experience programs across a global enterprise, driving CX strategy, VoC initiatives, NPS metrics, and action plans to improve service delivery for 40,000+ users.

The role requires a BA/BS and 13+ years of relevant experience, an active Top Secret clearance, and a track record of translating customer feedback into executive-level recommendations.