Customer Experience Senior Analyst

ICF • Reston, VA

8d • $74,090 - $125,954 • Remote

About The Position

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. @ ICF Next, we are fearless in finding new ways to solve problems, relentless in making sure it pays off for our clients 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. Are you great at managing customer and partner relationships within and outside of an organization? We’re currently hiring a Customer Experience Senior Analyst to help build a cybersecurity-focused communication and engagement approach to develop and support an external engagement strategy, with targeted actions, tailored to key stakeholder audiences. You will work to identify, build, and manage relationships with external stakeholders/audiences, representing Information Technology and Security. This is an excellent opportunity to work with cybersecurity professionals to develop and manage processes for collecting, aggregating, storing, analyzing, and reporting on customer feedback.

Requirements

• Ability to obtain and maintain a Public Trust clearance.
• US Citizenship required by federal contract
• 10 years of experience with customer feedback or customer experience programs.
• 5 years of experience developing clear and concise presentations, reports and dashboards to inform upper management of relevant metrics and trends

Nice To Haves

• Bachelor's degree in business, communications, cybersecurity, information systems, or related; equivalent experience may be substituted in lieu of degree
• Experience with analytics tools such as Excel, Dataverse, Meltwater, and Google Analytics.
• Strong communication, presentation, and project management skills.
• Comfortable working with both technical and non-technical audiences, including senior leadership.
• Analytical, detail-oriented, and able to turn complex input into clear recommendations.
• Collaborative team player that can proactively provide customer-focused recommendations when appropriate.
• Strong organizational and prioritization skills with a disciplined follow-through approach.
• Experience in change management, stakeholder engagement, and cross-functional collaboration.
• Comfortable working in a small team of analysts with varying levels of expertise.
• Experience being day-to-day contact for clients and can complete work independently with minimal supervision

Responsibilities

• Support and execute a comprehensive external cybersecurity engagement strategy.
• Build and manage relationships with external partners and stakeholder communities.
• Collect, analyze, and synthesize customer and partner feedback into clear, actionable insights that inform design, content, and engagement approaches.
• Develop and manage strategic, cross‑channel communications plans, including day‑to‑day coordination.
• Implement and oversee a CRM solution to support partner engagement, process efficiency, and data integrity.
• Define customer experience metrics, conduct stakeholder research and analysis, track initiatives, and translate insights into actionable recommendations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level