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:
Covid Guidance
In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
About Leidos
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
