Description
The Customer Engagement Specialist will be a member of the Customer Experience team and will support the effort to provide an enhanced customer and user experience across a large set of stakeholders and users.
The role involves serving as the primary liaison between the internal program team and the customers and users during all phases of the migration to the DODNet to improve the overall customer and user experience.
Key responsibilities include:
- Serving as the primary point of contact between the internal program team and customers/users
- Applying organisational change management methodologies to help prepare users for upcoming changes
- Supporting migration efforts with the development and distribution of various products
- Building and maintaining strong relationships with stakeholders
- Establishing metrics for measuring the success of customer engagement initiatives
- Ensuring documentation and editing support includes checks for accuracy and consistency
- Initiating, planning, executing, and reporting on tasks independently
- Conveying complex information in a clear and simple manner
- Using tools including the MS Office suite, collaboration tools such as MS Teams and SharePoint, as well as Adobe Creative Suite.
The successful candidate will have a BA degree and 8 – 12 years of prior relevant experience or a Masters with 6 – 10 years of prior relevant experience.
A DoD SECRET or above clearance is required, along with an understanding of organisational change management methodologies.
Preferred qualifications include experience working in an IT environment, experience in executive communications and organisational support, advanced writing and editing skills, PROSCI or ACMP certification, and intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint.
The pay range for this role is $82,550.00 - $149,225.00.