Customer Experience Lead

Role Overview

• Guidehouse is seeking a Customer Experience (CX) Lead to support enterprise system modernization efforts for foreign assistance programs, including FACTS Info and related platforms.
• 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.
• 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.
• Support implementation of role-based access control (RBAC) frameworks to improve system governance and reduce administrative burden.
• Identify and implement opportunities for automation and process optimization within user access management.
• Conduct role-based process mapping to understand how users interact across systems and functions.
• Identify inefficiencies, fragmentation, and sources of user friction.
• Collaborate with business and data teams to define enterprise data requirements for reporting and decision-making.
• Lead cross-functional working groups to gather requirements, align priorities, and drive decision-making.
• 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.

Requirements

• Bachelor’s 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

Benefits

• 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