Denys Bilytskyi ©123RF.com

“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.” 

“Responsibilities 

  • 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.” 

Read the full job description here.  

G2X TAKE: Those who support the Centers for Medicare and Medicaid Services may want to influence who applies for this role that will 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.

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