Senior Customer Experience (CX) Strategist

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Responsibilities

• Assist in establishing and expanding CX practices at federal agencies.
• Foster a customer-centric culture within federal agencies, emphasizing excellence, continuous learning, and improvement.
• Serve as a strategic adviser to help federal clients improve agency customer experience in line with Executive Order 14058, OMB Circular A-11 S.280, 21st Century IDEA, OMB policy guidance M-23-22, and the Government Service Delivery Improvement Act.
• Collaborate with civic technologists and subject matter experts (SMEs) to map customer journeys to underlying processes and experiences.
• Support the development of personas and service blueprints, identify gaps in customer journey data, and optimize processes to improve CX and service delivery.
• Facilitate HCD and Design Thinking workshops, guiding cross-functional teams and stakeholders through collaborative processes to define business objectives, identify challenges, generate innovative solutions, and prioritize actions that enhance customer experiences.
• Establish and support customer research operations and analysis, including voice of customer (VoC) data.
• Assess technical systems from a CX perspective, collaborate with technology partners on optimizations, and explain decisions clearly in plain language to clients.
• Champion and integrate diversity, inclusivity, and accessibility into CX strategies to ensure that federal services are designed and delivered equitably to all citizens.
• Manage, integrate, and align information from multiple sources into actionable insights.

Qualifications

• Bachelor's Degree, plus at least four years of relevant experience
• Ability to obtain and maintain a Public Trust clearance.
• Exceptional understanding of human-centered design (HCD) methods.
• Proven experience facilitating HCD or Design Thinking workshops, including guiding teams through collaborative problem-solving and solution development processes.
• Strong ability to bridge CX strategy with technical systems, ensuring alignment between CX goals and technological solutions.
• Proven ability to present persuasively to all organizational levels, verbally and in writing, to articulate best practices, strategies, and trade-offs.
• Experience in driving content strategies for government or consumer digital properties.
• Experience using virtual collaboration and whiteboarding software such as Miro or Mural.
• Acute attention to detail.

Nice to Haves

• Consulting/agency experience.
• Previous work with government agencies or initiatives.
• Experience working with Agile development teams.
• Certification or accreditation in CX methodologies or frameworks.