Caitlin Morrison Smith

About Caitlin Morrison Smith

I am a program manager with specialties in strategic communications, media analysis, change management, and public diplomacy. In order to be successful in these fields, I have worked towards establishing a strong base in cross-cultural communication, change management, leadership, audience and media research and evaluation, public relations, and international studies. My BA and MA studies along with my work experience with the U.S. Department of State and U.S. Army have helped me to form this foundation and continue to grow in this field.

Experience

1. Unit Chief, Office of Analytics, Bureau of Global Public Affairs

   U.S. Department Of State

   May 2024 — Present · Washington, DC, US

   Lead customer training, communications, help desk, and feedback strategy for GPA Analytics Platform, an AI-powered tool providing global media analysis to over employees-Develop and execute a comprehensive customer engagement and communication plan based on user personas to enhance user lifecycle experience and platform adoption-Design and maintain stakeholder feedback loops, including surveys and user interviews, to refine and enhance communications strategies-Collaborate with cross-functional teams (Product, Engineering, Marketing, and Customer Success) to ensure alignment of messaging and communication initiatives.Oversee content strategy and customer outreach, managing a team of specialists to create and distribute critical communications, platform updates, and training resources-Define and analyze key performance indicators to measure the impact of customer communications and drive continuous improvement-Develop executive-level reports and presentations to keep leadership informed on customer engagement and platform usage.

Education

• Syracuse University

  BA, International Relations, German, Political Science

  2006 — 2010

• American University

  MA, International Communication

  2011 — 2013