Customer Experience Senior Analyst

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.

Key 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.

Required Qualifications

• Ability to obtain and maintain a Public Trust clearance.
• ship 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

Preferred Qualifications

• 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

Working at ICF
ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:
$74,090.00 - $125,954.00

Nationwide Remote Office (US99)