Customer Journey Manager

Description:

ICF is seeking an Organizational Change and Customer Journey Manager to support a science and engineering innovation program at a federal agency. Your work will contribute to enabling the U.S. to uphold its leadership in innovation in science and engineering. You will oversee day-to-day operations, logistics, performance, and deliverables related to nationwide program expansions.

This role is based in Alexandria, VA. This is a significant opportunity where your role will be pivotal in driving and managing organizational transformations. You will also focus on enhancing the customer journey, all while building a rewarding career at ICF. Your contribution will be crucial in steering the program's growth, ensuring designated staff and anchor staff are adequately equipped and supported for the broader organizational changes.

Key Responsibilities
 

• Manage and oversee the daily operation, logistics, and performance in line with call order(s) statement of work.
• Coordinate and drive the program's expansion, integrating regional anchors as described in the statement of work.
• Identify, analyze, and address organizational aspects that necessitate expansion.
• Equip and support program staff and anchor staff in adopting and adapting to organizational changes.
• Utilize project management tools and software to oversee and direct change management projects.
• Develop and optimize organizational processes to ensure efficiency and effectiveness.
• Manage risks by identifying potential issues and creating mitigation strategies.
• Execute administrative responsibilities, including note capturing, reporting, scheduling meetings, and coordinating deliverable feedback.
   

Required Qualifications And Skills
 

• A minimum of 10 years of management experience.
• BS/BA degree or equivalent education and/or experience.
• Certification in change management, such as Prosci, or a minimum of 7 years of experience leading change management projects.