Global CX Leader: IT Services & Stakeholder Success

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

Job summary

CACI International Inc. is seeking a Customer Advocate for the GMOS contract to support the Department of State. The role focuses on leading customer experience programs, stakeholder engagement, and service delivery across a global enterprise.

Responsibilities include strategy development, survey design, NPS tracking, escalation governance, and executive-level recommendations. A Secret clearance is required, with travel up to 10% and potential for large-scale program impact.

Qualifications

• BA/BS degree and 13+ years of relevant professional experience in CX, stakeholder engagement, or IT service delivery.
• Active Secret clearance.
• Experience leading CX programs in large-scale enterprise environments.
• Experience with VoC programs, surveys, and NPS metrics.
• Ability to translate feedback into measurable improvements.
• Experience with KPIs, SLAs, dashboards and reporting.
• Experience Stakeholder Management Plans and governance.
• Engagement with executives and federal customers.

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 and improvement opportunities across 40,000+ users.
• Establishes survey instrument development standards for feedback collection.
• Establishes Stakeholder Management Plan strategy across program life cycle.
• Directs stakeholder feedback collection and incorporation mechanisms.
• Establishes escalation paths and decision authorities for resolving issues.
• Provides leadership on major assignments with responsibility for financial management, methods, and staffing.

Skills

Customer experience

Stakeholder engagement

Service delivery

IT operations

Program management

Data analysis

CX metrics

NPS

VoC

Education

BA/BS degree

Job description

CACI International Inc. is seeking a Customer Advocate for the GMOS contract to support the Department of State. The role focuses on leading customer experience programs, stakeholder engagement, and service delivery across a global enterprise.

Responsibilities include strategy development, survey design, NPS tracking, escalation governance, and executive-level recommendations. A Secret clearance is required, with travel up to 10% and potential for large-scale program impact.