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    This is a Senior Level (SL) position located in the Centers for Medicare & Medicaid Services (CMS), Office of Information Technology (OIT), Infrastructure and User Services Group (IUSG).

    As the Chief Experience Officer, you will work with a diverse group of stakeholders within CMS to improve enterprise-wide customer experience delivery and will be responsible for developing and implementing an enterprise strategy for all of CMS to utilize as part of routine development process.

    Learn more about this agency


    • Instill the discipline of continuous change into the organization.
    • Develop, oversee and work to implement the ideal customer experience for new and existing products.
    • Utilize both qualitative and quantitative customer feedback to build journey maps to identify best practices and perceived pain points.
    • Develop a robust voice of the employee program to capture and analyze employee feedback and use this information to make decisions that foster employee retention, recruitment, engagement and productivity.
    • Develop and improve upon a mechanism to allow customers to provide real-time feedback via the web, phone, and in-person and display this feedback transparently to drive citizen-centric and employee-centric improvements across the federal government.

    Travel Required

    Not required

    Supervisory status


    Promotion Potential


This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/612323500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.