Senior Customer Advocate Specialist

Description

Job Description:

The Intelligence and Homeland Security Group of Leidos is seeking a Senior Customer Advocate Specialist to support an Intelligence Community (IC) program in Bethesda MD or Tysons VA. An Active TS/SCI with polygraph security clearance is required to be considered for this position.

The candidate will support Government staff in the following:

• Plans, executes, and manages customer advocacy within an assigned group of Directorates, Offices, and or Centers.
• Drives outreach to organizations within assigned scope to ensure customer satisfaction and understand / synchronize future customer needs in order to guide matrix adjustments across task areas.
• Collaborates with other Customer Advocates to develop synergies across respective areas of responsibility and Narsil program task areas.
• Serves as a point of collaboration to close gaps in understanding, plans, projects, and proactively surfaces issues to the right level in the organization.
• Collaborates with ODNI staff to facilitate government input to the Enterprise Innovation and Transformation process and Organizational Change Management initiatives. Represents the Voice of the Customer to facilitate definition of solutions and services that align with ODNI’s needs and strategy.
• Provides customer insights, leadership and guidance to Customer Advocate Lead and Program leadership. Coordinates Task Leads to populate and manage Task Priority Lists enabling effective delivery and efficient use of services.
• Assesses customer and service issues within scope and works with Narsil program and quality management staff to develop resolutions that meet productivity, quality, and client-satisfaction goals and objectives.
• Supports leadership team in delivery of quality and high levels of customer satisfaction; maintains transparency across scope of activities.

Basic Qualifications

• BA degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Additional experience may be considered in lieu of degree
• TS/SCI with Polygraph level clearance is required
• Extensive experience within the IC and supporting the customer mission
• History of providing outreach to organizations to ensure customer satisfaction and understanding
• Must be able to collaborate and develop synergies across respective areas of responsibility
• Extensive experience working in close collaboration with customers to close gaps in understanding, plans, and projects
• Experience with innovation and OCM initiatives
• Ability to work with customer to understand and set priorities
• Excellent verbal and written communication skills
• A passionate customer advocate with strong critical thinking skills
• Detailed knowledge of the customers organization and mission
• Strong time management/multi-tasking skills in a virtual environment
• Exceptional listening, questioning and technical troubleshooting techniques
• High level of autonomy, self-motivation and ethical self-management

Pay Range: