Cyber Stakeholder Engagement Lead

ECS is seeking a Cyber Stakeholder Engagement Lead to work in our Arlington, VA office.  

ECS is seeking talented professionals to join our successful and growing team supporting the Cybersecurity and Infrastructure Security Agency’s (CISA) Joint Cyber Defense Collaborative (JCDC).  The JCDC is CISA’s flagship initiative for uniting government, industry, and international partners to proactively defend against cyber threats.  Our ECS team is at the center of providing support to JCDC as they continue to plan, share, and respond to cyber threats in real time to support the greater cyber community and we are looking to grow our team supporting this critical mission. 

We are seeking a highly skilled Stakeholder Engagement Lead, focusing on delivering exceptional customer experiences (CX) and driving organizational performance improvements to develop, guide, and optimize JCDC products and services.  As a key member of our team, you will be responsible for designing and implementing stakeholder engagement strategies to enhance services, leveraging Qualtrics to collect actionable feedback and CX analytics to inform decision-making. You will work closely with cross-functional teams to establish metrics and dashboards to monitor performance improvements, aligning with mission priorities. You will be responsible for utilizing tools such as Qualtrics to collect actionable feedback from post-engagement surveys, CX analytics, and after-action reviews to enhance JCDC products and capabilities.  Additionally, you will work with data and data visualization teams to establish metrics and dashboards across all toolsets to monitor performance improvements and align with mission priorities.  

Responsibilities:

• Develop and implement a holistic CX vision and strategy that prioritizes customer satisfaction, ensures consistency of interactions, and aligns with client and organizational values  
• Deploy Qualtrics to collect actionable feedback from post-engagement surveys, CX analytics, and after-action reviews.  
• Analyze feedback and insights to identify areas for improvement and inform decision-making.  
• Establish metrics and dashboards across all toolsets (Qualtrics, CX analytics, etc.) to monitor performance improvements and align with mission priorities. 
• Develop key performance indicators (KPIs) and benchmarks to measure CX success. 
• Collaborate with cross-functional teams to integrate metrics and dashboards into existing reporting frameworks.  
• Design and deliver engagement strategies to ensure stakeholder satisfaction and loyalty. 
• Develop and maintain stakeholder feedback mechanisms to inform CX improvements.  
• Work closely with cross-functional teams, including marketing, operations, and product development. 
• Communicate CX insights and recommendations to leadership and stakeholders. 
• Collaborate with data analytics teams to integrate CX data into organizational decision-making. 
• Monitor product adoption and usage across partner communities, identifying early indicators of success and potential barriers to implementation. 
• Provide tailored recommendations and contextualized examples to stakeholders to address implementation challenges and encourage rapid adoption.

Qualifications

• US citizenship with an ability to obtain and maintain DHS Suitability (EOD) 
• 4+ years of experience in stakeholder engagement, cyber, CX or related field.  
• Proven track record of developing and implementing CX strategies that drive business results. 
• Ability to leverage tools such as Qualtrics XM or other survey and analytics tools to track and monitor feedback for the purpose of enhancing adoption of tools and capabilities 
• Results-oriented problem solver with high standards for quality, accuracy, attention to detail, and overall excellence  
• Deep subject matter expertise in crafting key CX deliverables (e.g., customer journey maps, research plans, service blueprints, stakeholder maps, user flows, storyboards, interaction models, wireframes and prototypes for complex systems, testing plans), and the ability to instruct and coach others in the proper techniques 
• Experience interpreting customer research and analytics to produce key insights and recommendations 
• Excellent written and oral communication skills, demonstrating the ability to facilitate workshops, compose reports, and present status updates to clients and other stakeholders 
• Self-starter, motivated, confident, and eager to break new ground with an ability to work independently, as well as in a team environment