Customer Experience (CX) Lead

Job Family:

Travel Required:

Clearance Required:

What You Will Do:

Guidehouse is seeking a Customer Experience (CX) Lead to support enterprise system modernization efforts for foreign assistance programs including FACTS Info and related platforms. This role sits at the intersection of business operations data and technology leading initiatives to improve user experience streamline workflows and strengthen customer support models.

The CX Lead will partner with product owners system stakeholders and business teams to translate user needs into actionable improvements across knowledge management access management customer support operations and enterprise data initiatives.

Drive Customer Experience Transformation

• Lead the design and continuous improvement of customer experience (CX) strategies for enterprise systems.

• Develop scalable user support resources including FAQs user guides and micro-training content.

• Consolidate and standardize knowledge management across platforms (e.g. SharePoint and system-based help resources).

• Analyze customer service data (e.g. surveys user inquiries) to identify recurring pain points and inform improvements.

Modernize Customer Support Operations

• Design and operationalize Customer Service Management (CSM) frameworks including intake triage escalation and resolution processes

• Define ticket taxonomies service level agreements (SLAs) and tiered support models

• Develop user-facing guidance for support processes and system onboarding

Enhance System Access & Governance

• Support implementation of role-based access control (RBAC) frameworks to improve system governance and reduce administrative burden

• Define user roles permissions and approval workflows aligned to business needs

• Identify and implement opportunities for automation and process optimization within user access management

Lead Business Process & Workflow Optimization

• Conduct role-based process mapping to understand how users interact across systems and functions

• Identify inefficiencies fragmentation and sources of user friction

• Deliver recommendations to improve workflows reduce context switching and enhance system integration

Support Data Strategy & Requirements Definition

• Collaborate with business and data teams to define enterprise data requirements for reporting and decision-making

• Contribute to development of data models including entity and attribute definition

• Identify data gaps redundancies and opportunities to improve data architecture and usability

Facilitate Stakeholder Engagement

• Lead cross-functional working groups to gather requirements align priorities and drive decision-making

• Serve as a key liaison between business users product owners and technical teams

• Translate stakeholder needs into actionable system process and data improvements

Develop Communications & User Engagement

• Design and execute CX communications strategies including newsletters updates and targeted outreach

• Establish and facilitate Communities of Practice (CoPs) to support ongoing knowledge sharing and user engagement

• Ensure consistent messaging around system updates enhancements and available resources

Embed User Research & Continuous Improvement

• Develop and implement user research approaches including interviews surveys and usability testing

• Establish repeatable feedback loops to proactively capture user needs and pain points

• Translate insights into prioritized recommendations and product enhancements

What You Will Need:

• Bachelors degree or relevant years of experience in lieu of education

• Active Secret clearance

• 5 years of experience in customer experience human-centered design management consulting or business analysis

• Experience designing or supporting customer support models service operations or help desk processes

• Demonstrated ability to lead stakeholder engagement in complex matrixed environments

• Strong analytical problem-solving and communication skills

• Ability to translate user needs into actionable business and technical requirements

• US Citizenship is required

What Would Be Nice To Have:

• Experience with Customer Service Management (CSM) platforms (ServiceNow Zendesk etc.)

• Familiarity with knowledge management and SharePoint-based content solutions

• Experience with business process mapping and workflow optimization

• Exposure to data strategy data modeling or analytics initiatives

• Prior experience supporting federal or public sector clients Department of State highly preferred

What We Offer:

Guidehouse offers a comprehensive total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical Rx Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave and Adoption Assistance

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Student Loan PayDown

• Tuition Reimbursement Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

• Mobility Stipend

About Guidehouse

Guidehouse is an Equal Opportunity EmployerProtected Veterans Individuals with Disabilities or any other basis protected by law ordinance or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities or to apply for a position and you require an accommodation please contact Guidehouse Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @ or . Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse please report the matter to Guidehouses Ethics Hotline. If you want to check the validity of correspondence you have received please contact . Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicants dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.