Customer Advocate

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

Qualifications:

Required –

• BA/BS degree and 13+ years of relevant professional experience supporting customer experience, stakeholder engagement, service delivery, IT operations, program management, or related disciplines; additional relevant experience may be considered in lieu of degree requirements.
• Active Top Secret clearance.
• Demonstrated experience leading customer experience (CX), customer advocacy, stakeholder engagement, or service delivery programs within large-scale, complex enterprise environments.
• Experience developing and executing enterprise customer experience strategies, including transactional and relationship surveys, Voice of the Customer (VoC) programs, customer satisfaction metrics, Net Promoter Score (NPS), trend analysis, and corrective/improvement action plans.
• Demonstrated experience translating customer and stakeholder feedback into measurable service improvements, operational priorities, and executive-level recommendations.
• Experience developing and managing performance metrics, KPIs, SLAs, customer satisfaction measures, dashboards, and reporting frameworks used to assess service quality and customer experience.
• Demonstrated ability to analyze quantitative and qualitative customer data to identify trends, systemic issues, service gaps, root causes, and opportunities for continuous improvement.
• Extensive experience developing and executing Stakeholder Management Plans, including stakeholder identification, segmentation, communications, engagement strategies, feedback mechanisms, escalation paths, and governance processes.
• Demonstrated experience engaging and advising senior executives, Government customers, technical leadership, program management, service owners, and geographically dispersed stakeholder communities.
• Strong understanding of IT Service Management (ITSM) principles, processes, and service delivery models, including Incident, Problem, Change, Request, Knowledge, and Continual Improvement practices.

Desired –

• Prior experience supporting federal agencies, especially the Department of State

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: