Customer Experience Advisor- Manager

Join our team of high-end strategy and management consultants and professionals who have served on the front lines of homeland security, law enforcement, criminal justice, emergency management, and the military. Have an immediate impact and grow your career quickly at the same time!

Lafayette Group is seeking a dynamic and experienced Customer Experience Senior Advisor to manage cybersecurity-focused customer engagement, feedback, and insights program supporting cybersecurity products, services, publications, information-sharing programs, and stakeholder engagements. The Customer Experience Senior Advisor will collect, analyze, and report on customer feedback; develop customer experience metrics; support survey and research activities; execute an external engagement strategy tailored to key stakeholders;

and provide actionable recommendations to improve cybersecurity products, communications, and services.

• Support a comprehensive external cybersecurity engagement strategy tailored to key stakeholder audiences.
• Manage customer feedback programs for cybersecurity products, publications, information-sharing programs, services, and partnership events.
• Identify, build, and maintain relationships with external stakeholders, partners, and key customer audiences.
• Conduct stakeholder analysis to identify priority audiences and determine appropriate feedback methods.
• Develop and implement customer feedback plans, surveys, interview protocols, focus group questions, and related research tools.
• Support Paperwork Reduction Act approval or exemption processes for customer feedback initiatives.
• Collect, aggregate, store, analyze, and report qualitative and quantitative customer feedback from multiple sources.
• Analyze customer feedback, usage data, and performance metrics to identify trends, gaps, and opportunities for improvement.
• Develop customer feedback reports, insights, dashboards, and recommendations to inform product improvements and change management.
• Establish metrics and measures of success for cybersecurity products, services, platforms, and engagement activities.
• Support development and monitoring of key performance indicators for JCDC products and product lines.
• Provide metrics and analysis for recurring and ad hoc reports, including product performance reports, Google Analytics reports, quarterly product reports, release-specific metrics, and annual summaries.
• Consult with product authors, subject matter experts, and program leads to define success measures and stakeholder follow-up plans.
• Participate in customer research activities, including discovery research, generative research, usability testing, surveys, interviews, and focus groups.
• Use customer insights and research findings to inform product, platform, service, and communications strategy.
• Recommend and support implementation of change management procedures based on customer feedback and performance data.
• Support implementation and management of Customer Relationship Management tools and related administrative processes.
• Develop and maintain project plans, track deliverables, and coordinate timelines for customer experience and engagement initiatives.
• Maintain awareness of relevant cybersecurity, IT, information security, customer experience, and federal engagement policies and best practices.
• Work through existing relationships and contract alignment to connect related efforts, identify and address information gaps, and improve customer service, stakeholder engagement, and information sharing at all levels.

• Ability to obtain and maintain DHS Suitability (EOD).
• Bachelor's degree in business, communications, cybersecurity, information systems, information security, data analytics, statistics, or a related field, or equivalent experience.
• 10+ years of experience in Customer Feedback Programs that provide insight to into customer requirements and knowledge of the Federal Paperwork Reduction Act (PRA) approval process.

• Experience in analytics platforms (Excel, Qualtrics, Sprout Social, and Google Analytics.
• Effective interpersonal skills, strong formal presentation abilities, project management skills
• Professional, clear, and concise verbal and written communication to internal customers, subject matter experts, upper management, and other audiences
• Strong deductive reasoning, critical thinking, problem solving, prioritization, attention to detail and consultative skills.
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