Description

The Intelligence Group of Leidos is seeking a Senior Customer Advocate Specialist to support an Intelligence Community (IC) program in Bethesda MD and Reston, VA locations. 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 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 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.

Requires a BA degree and 12 – 15 years of prior relevant experience or Masters with 10 – 13 years of prior relevant experience.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.