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Customer Engagement Liaison

2 months ago

Reston, Virginia, United States Leidos Full time
{"title": "Customer Engagement Specialist", "description": "Program Overview

The Defense Enclave Services contract aims to unify the DoD Fourth Estate Defense Agencies and Field Activities' (DAFAs) common use information technology systems, personnel, functions, and program elements under the direction of DISA's Fourth Estate Network Optimization program office.

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.

Key Responsibilities
  • Serve 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.
  • Work closely with customers and users to understand their needs and proactively address issues.
  • Build and maintain strong relationships with stakeholders through regular communication and support.
  • Develop and execute customer engagement plans to meet program goals.
  • Communicate with customers through a variety of channels, partnering with the Communications Specialist to identify communications needs, develop high-quality and user-friendly communications, and deliver communications in a timely manner.
  • Apply organizational change management methodologies to help prepare users for upcoming changes.
  • Establish metrics for measuring the success of customer engagement initiatives.
  • Initiate, plan, execute, and report on tasks independently.
  • Convey complex information in a clear and simple manner.
Requirements
  • BA degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience.
  • DoD SECRET or above clearance required.
Preferred Qualifications
  • Experience working in an IT environment.
  • Experience in executive communications and organizational support, including experience liaising with high-level customers and stakeholders.
  • Advanced writer and editor.
  • Understanding of change management methodologies.
  • Ability to translate complex technical subject matter into user-friendly communications.
  • Intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint.
  • Strong technical aptitude.
  • Proven ability to handle multiple projects simultaneously with multiple audiences and against a deadline.
  • Outstanding interpersonal skills, including the proven ability to work across different audiences, personalities, and experience levels.
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