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Senior Customer Experience

4 months ago

Remote, Oregon, United States Bixal Full time

Location:

This role can work remotely from anywhere in the USA, excluding its territories. You must be legally authorized to work in the USA. Bixal does not provide visa sponsorship.

What will you do?

Bixal has an exciting opportunity to enhance the federal government's CX landscape and optimize service delivery to the public. Collaborating directly with our federal partner, you'll harness relevant expertise, innovative strategies, and centralized resources to drive large-scale enterprise transformation and create customer-centric cultures. This senior role offers a rare chance to significantly elevate the quality of federal service provision.

Important note

This is a full-time proposal position contingent on contract award.

Responsibilities

  • Assist in establishing and expanding federal agency CX teams.
  • Serve as a strategic leader to help federal clients improve their customer experience in line with Executive Order 14058, OMB Circular A-11 S.280, 21st Century IDEA, and OMB policy guidance M-23-22.
  • Support the development of comprehensive service blueprints, identify gaps in customer journey data, and build processes that improve the CX in accordance with all federal mandates and laws.
  • Champion and integrate diversity, inclusivity, and accessibility into CX strategies to ensure that federal services are designed and delivered equitably to all citizens.
  • Foster a customer-centric culture within federal agencies, emphasizing excellence, continuous learning, and improvement.
  • Define strategies for utilizing human-centered design (HCD), service design, Agile development, product development, data analytics, digital communications, and technology to enhance the customer experience.
  • Collaborate with civic technologists and subject matter experts (SMEs) to map the customer journey to underlying processes and experiences.
  • Support business development efforts when requested serving as a SME on CX and HCD.

Qualifications

  • 5+ years of direct experience in/with CX strategy, 7–10 years of total professional experience.
  • Demonstrated experience leading cross-functional digital teams for at least 4 years.
  • Ability to obtain a Public Trust clearance.
  • Exceptional management and leadership skills.
  • Extensive experience applying HCD strategies, methods, and approaches to advance cultural transformation.
  • Experience leading business transformation initiatives to enhance CX design and service design for organizational effectiveness.
  • Ability to communicate system and application functional capabilities through a CX lens using plain language.
  • Proficiency in understanding technical challenges and making informed trade-offs with teams and stakeholders.
  • Excellent communication skills for articulating best practices, strategy, and storytelling choices.
  • Proven ability to present persuasively to all organizational levels, verbally and in writing.
  • Track record of developing digital strategies for various consumer audiences and product categories, managing multiple deliverables, and meeting deadlines.
  • Experience in driving content strategies for government or consumer digital properties.
  • Acute attention to detail.
  • Passion for storytelling and creating compelling content.
  • Bachelor's degree in marketing, communications, social science, or a related discipline or a combination of education, training, and certifications.
  • Strong experience and comfortability with Microsoft Office suite, Keynote, and virtual collaboration tools like Miro and Adobe Acrobat Pro.

Nice to Haves

  • Master's degree in a related field.
  • Consulting/agency experience.
  • Previous work with government agencies or initiatives.
  • Experience working with Agile development teams.
  • Certification or accreditation in CX methodologies or frameworks.
Perks & Benefits:

Competitive base salary

Flex hours

Remote work flexibility

401K with matching incentive

Parental Leave

Medical/dental/vision benefits

Flex Spending Account

Company provided short-term disability

Company provided life insurance

Commuter benefits

Generous PTO

11 Paid holidays

Professional development opportunities

New business referral bonus

Please note that candidates selected may undergo a background investigation and, if applicable, meet eligibility requirements for suitability.

Bixal is an equal opportunity and affirmative action employer. It ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law. We are dedicated to promoting diversity, equity, and inclusion within our organization and beyond.