Stakeholder Connections Branch Chief

Duties

Oversees and manages ASD-wide customer engagement strategy, initiatives, and programs. Ensures customer engagement initiatives and programs across ASD to maximize effectiveness and minimize operational redundancies. Assesses and influences the direction of the ASD customer relationship focus.

Collaborates with ASD business line representatives to develop and implement strategies and tools that help ASD use customer insights to enhance business development and customer engagement planning, activities, and customer service delivery. Researches unique customer needs matches these needs to ASD products and services, and directs precision marketing efforts to present the best possible solutions to targeted customers.

Works with the communications team to develop customer awareness of the value of ASD products and services through website enhancement, customer friendly language, and high quality customer service. Improves return-on-investment for customer engagement activities to accomplish program objectives in a cost-effective manner.

Manages customer engagement branch staff members' performance by helping to set annual goals, monitoring progress on day-to-day responsibilities, providing feedback on documents and presentations, and evaluating performance.

Works closely with senior federal managers at agencies to promote increased customer use of ASD products and services and measures customer satisfaction with the customer experience.