Customer Experience Lead

ECS is seeking a Customer Experience Lead to work in our Fairfax, VA office.ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency’s (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete ‘Data Services’ solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements. We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key. Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must!ResponsibilitiesECS is seeking a Customer Experience (CX) Lead to develop, guide, and optimize the end-to-end customer experience of ECS-provided products and services, delivered under the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Continuous Diagnostics and Mitigation (CDM) Program, includes dynamic, data-driven solutions for enabling cybersecurity services. Core responsibilities of the CX Lead include but are not limited to:• Develop and implement a holistic CX vision and strategy that prioritizes customer satisfaction, ensures consistency of interactions, and aligns with client and organizational values• Develop and implement a roadmap of customer experience goals• Identify, initiate, and lead research activities• Work with other CX professionals using shared definitions of customer satisfaction, service use, and related metrics to ensure CDM offers a consistent, seamless experience alongside other non-CDM CISA services• Develop and strengthen CX abilities and processes by embedding customer-oriented thinking into daily operations to ensure delivery of high-quality products and exceptional customer experiences• Collaborate with teams and federal clients to better understand agency customers’ needs• Develop, initiate, and manage research activities• Identify, develop, implement, manage, and optimize initiatives and policies to improve customer experience and federal service delivery• Establish clear lines of communication with internal team, client, and federal customers and users• Develop methodology for gathering real-time customer feedback for both internal and external stakeholders and users• Plan, organize, and independently conduct technical demonstrations and collaboration sessions with agencies• Develop, implement, and execute standards of collecting and analyzing customer data and feedback, aligned with key performance and risk indicators, and focused on customer behaviors and sentiments throughout the entire customer journey