Customer Advocate

CACI•Reston, VA

10d•Onsite

About The Position

CACI is seeking a Customer Advocate for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

Requirements

BA/BS degree and 13+ years of relevant professional experience supporting customer experience, stakeholder engagement, service delivery, IT operations, program management, or related disciplines; additional relevant experience may be considered in lieu of degree requirements.
Active Secret clearance.
Demonstrated experience leading customer experience (CX), customer advocacy, stakeholder engagement, or service delivery programs within large-scale, complex enterprise environments.
Experience developing and executing enterprise customer experience strategies, including transactional and relationship surveys, Voice of the Customer (VoC) programs, customer satisfaction metrics, Net Promoter Score (NPS), trend analysis, and corrective/improvement action plans.
Demonstrated experience translating customer and stakeholder feedback into measurable service improvements, operational priorities, and executive-level recommendations.
Experience developing and managing performance metrics, KPIs, SLAs, customer satisfaction measures, dashboards, and reporting frameworks used to assess service quality and customer experience.
Demonstrated ability to analyze quantitative and qualitative customer data to identify trends, systemic issues, service gaps, root causes, and opportunities for continuous improvement.
Extensive experience developing and executing Stakeholder Management Plans, including stakeholder identification, segmentation, communications, engagement strategies, feedback mechanisms, escalation paths, and governance processes.
Demonstrated experience engaging and advising senior executives, Government customers, technical leadership, program management, service owners, and geographically dispersed stakeholder communities.
Strong understanding of IT Service Management (ITSM) principles, processes, and service delivery models, including Incident, Problem, Change, Request, Knowledge, and Continual Improvement practices.

Nice To Haves

Prior experience supporting federal agencies, especially the Department of State

Responsibilities

Provides technical/management leadership for performance management and customer experience program across global enterprise
Establishes customer experience program strategy including transactional surveys, relationship surveys, NPS metrics, and improvement action plans
Directs survey result analysis identifying trends, pain points, and improvement opportunities across 40,000+ users
Establishes survey instrument development standards ensuring quantitative and qualitative feedback collection
Establishes Stakeholder Management Plan strategy describing stakeholder identification, engagement, and coordination across program life cycle
Directs stakeholder feedback collection and incorporation mechanisms improving program management and service delivery
Establishes escalation paths and decision authorities for resolving stakeholder issues, conflicting priorities, and disputes
Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing