Head of Customer Care Insights for Starling Bank driving transformative improvements across the Customer Care division by analyzing performance and customer outcomes.
About the role
- User Support Specialist providing software familiarization for Intelligence Community users. Collaborating with diverse teams to enhance mission outcomes and data discovery.
Responsibilities
- Provide software familiarization and discovery tradecraft to enable Intelligence Community (IC) users to search for and retrieve relevant data to support intelligence analysis and operations.
- Proactively collaborate with team members, customer staff, and IC Users to understand requirements, the novel application and use of technology, and to develop and apply outcome-based approaches.
- Become a POSTMAN power user to support the discovery of critical intelligence insights.
- Provide subject matter expertise of platform use and discovery tradecraft, through in-person and virtual customer outreach and engagement.
- Build professional relationships to enable the use of novel technologies and tradecraft to discover, retrieve, and incorporate relevant data in finished intelligence products.
- Identify and pursue opportunities to increase user adoption of the POSTMAN software and relevant data.
- Create POSTMAN training and familiarization material to support Users.
- Document and communicate user requirements to POSTMAN development teams.
- Collect and analyze metrics to refine user engagements and improve data discovery.
Requirements
- An active TS/SCI clearance with ability to obtain a Polygraph.
- A Bachelor’s Degree and minimum 8 years of related experience working with, or as, an all-source intelligence analyst.
- Directly related experience as a military intelligence analyst may be considered in lieu of Bachelor’s Degree.
- Experience working with Intelligence Community and Law Enforcement Agencies.
- Experience with creating user guides and training end users for software platforms.
- The ability to perform well in a dynamic, fast-paced environment.
- To enjoy and excel at solving complex problems to support real-world National Security missions.
- To enjoy working directly with teammates and customers to understand requirements to develop and implement solutions.
- To be self-motivated, creative, and organized.
- The ability to clarify and accomplish tasks on time, under limited supervision.
- The ability to exercise good professional judgement that results in building relationships and negating or resolving problems.
- Excellent written and verbal communication skills.
Benefits
- 3 Medical Plan Options
- Dental and Vision
- FSA, DCFSA, HSA
- Life/AD&D Insurance
- Short-Term & Long-Term Disability
- Employee Assistance Program (EAP)
- Training and Educational Assistance
- Paid Time Off (PTO)
- 11 Federal holidays
- 401k plan with up to a 6% match (100% immediate vesting)
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