The Company

ICF is a mission-driven company filled with people who care deeply about improving the lives of others and making the world a better place. Our core values include Embracing Difference; we seek candidates who are passionate about building a culture that encourages, embraces, and hires dimensions of difference.

@ICFNext, we are fearless in finding new ways to solve problems, relentless in making sure it pays off for our clints and committed to making a positive change in the world.

Join our community of mission-driven creatives, communicators, strategists, and technologists to challenge the status quo.

We're currently hiring a Customer Experience Strategist.

The Team

This position will report into ICF's Digital Management Consulting Practice. This practice includes a dedicated team of professionals in fields such as customer experience strategy, business operations, and digital strategy. This matrixed team primarily supports federal digital transformation and modernization projects. The team's goal is to apply ICF's cutting edge strategic management consulting approach which includes human-centered design to deliver better experiences to our clients and to the people who matter most to our clients. By joining this team, you'll work with an exciting, diverse range of clients in many public sector domains. You'll solve complex challenges while improving the lives of the people who interact with federal systems.

The Work

This role will be responsible for helping federal agencies and programs deliver services that meet the needs of humans who use them. Your work will require:

• Collaborating with clients to develop and implement strategies that enhance customer experiences.

• Engaging with all levels of the clients' organization - C-suite leadership, program officers, technologists, and front-line staff - to research, design and implement solutions that improve the effectiveness, ease, speed, fairness, accessibility, and satisfaction for all who interact with the government.

To excel in this role, you should possess strong analytical and problem-solving skills, excellent communication and presentation abilities, proven client engagement and resiliency skills, and high emotional intelligence. You'll need to be opinionated yet adaptable, and a consummate, proactive teammate and leader.

Key Responsibilities:

• Support clients to make data-driven decisions about improving customer experience metrics using both qualitative and quantitative methods and data
• Serve as a communication bridge and strategic leader to scope and define digital initiatives
• Conduct current-state assessments by evaluating existing customer experience practices, processes, and systems
• Use your skills in research planning, facilitation, qualitative data analysis, and feedback collection to help clients understand their organization's CX strengths, weaknesses, and areas for improvement
• Visualize how customers access and experience public services through journey mapping to identify insights, pain points and opportunities
• Ideate and visualize ideal journeys through experience mapping; ideally through co-creation practices with the client
• Develop comprehensive customer experience strategies that align with client business objectives, including fostering customer-centric culture development
• Develop iterative customer journey maps and task flow models to illustrate the root problems customers face and how we might solve those challenges
• Collaborate with cross-functional teams within the client's organization to design and optimize processes, policies, and systems. This involves streamlining processes, removing bottlenecks, and ensuring consistency across channels and departments
• Create CX measurement frameworks
• Analyze business processes and technology systems to understand and communicate how they impact CX, and conversely how CX can impact them
• Work alongside research and technology staff to design and implement digital solutions

Required Qualifications:

• 3+ years of experience in a CX, business process improvement, strategy consulting, user research, or similar role
• Bachelor's degree
• 1+ years of experience planning and facilitating design thinking workshops and strategic planning workshops
• 1+ years of experience designing and developing journey maps, empathy maps, stakeholder maps, service blueprints, business process maps
• 1+ years of experience designing and developing customer research plans, conducting research, and synthesizing quantitative and qualitative data into actionable insights
• U.S. citizenship required (required by federal government for the position)
• Must be able to obtain and maintain a public trust clearance

Preferred Qualifications:

• Demonstrated resiliency and experience in client-facing roles requiring tactful communications in fast-moving environments
• Experience with creating productive relationships with clients and other contractors, advocating for decisions that improve customer experience
• Special consideration will be given to any candidates who have experience with CX projects for federal government
• Ability to collaborate with teams in an agile setting and work across multiple workstreams
• Excellent written and oral communication skills with a focus on attention to detail to produce well-documented recommendations, journeys, story maps, insights.
• Talent for anticipating obstacles and risk in projects and proactively seeking solutions to mitigate them

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy .

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: Know Your Rights and Pay Transparency Statement .

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is :

$75,157.00 - $127,767.00

Nationwide Remote Office (US99)