Chief Experience Officer

4 weeks ago

Fairfax Station, United States Leidos Full time

Description

The Digital Modernization Sector of Leidos is seeking an experienced Chief Experience Officer (CXO) to join our Defense Enclave Services (DES) team to work out of our Reston HQ, VA. 

PROGRAM SUMMARY:
The Defense Enclave Services contract will unify the DOD Fourth Estate Defense Agencies and Field Activities’ common use information technology systems, personnel, functions, and program elements under the direction of DISA’s Fourth Estate Network Optimization program office. It will unify the DAFAs on a common network architecture to provide mission services focused on enhanced user experience, improved security, and network reliability. The CXO will direct the effort to provide an enhanced customer and user experience for the effort. Applicants should be familiar with commercial best practices, such as organizational change management, customer relationship management and strategic communications. 

CLEARANCE REQUIREMENT:
•Currently possess a DoD Secret security clearance. (US Citizenship required) 

PRIMARY RESPONSIBILITES:
•Lead all CX/UX efforts across the DES business and liaise with program, functional, and customer organizations to carry out the strategic initiatives. 
•Assess, improve, and guide the customer and user experience. Develop a comprehensive customer experience plan aimed at enhancing overall customer experience, engagement, and user-centric service delivery.
•Measure success of customer experience plan using surveys, feedback, and key performance indicators (KPIs) from various customer segments to shape overarching program-wide KPIs for optimizing customer experience.
•Apply optimization, automation, and real-time data analysis principles to drive innovation, facilitate new technology adoption, and enhance user-centric design while streamlining processes to maximize self-service capabilities across the program lifecycles. 
Infuse design thinking standards into development activities to foster a user-centric approach.
•Facilitate culture change initiatives to organizations and customers as they transition to DES including organizational change management, communications, engagement, and training. Identify and address potential training needs to enhance user proficiency. 
•Provide training on new capabilities, processes, and products introduced through digital transformation projects to standardize practices, mitigate risks, and improve user satisfaction.
•Communicate regularly with diverse customer segments to increase engagement and customer satisfaction, foster transparency, and enhance collaboration.

BASIC QUALIFICATIONS:
•BA/BS or equivalent experience and 15+ years prior relevant experience or Masters with 13+ years prior relevant experience; additional years of directly applicable experience may be accepted in lieu of a degree.
•7+ years experience supervising or guiding teams or projects.
•Broad expertise across OCM, UX and training areas.
•Deep management to lead multiple projects.
•Experience in executive communications, including experience supporting high-level customers and stakeholders.
•Advanced writer and editor.
•Advanced proficiency with Microsoft Word, Excel, and PowerPoint.
•Strong technical aptitude.
•Proven ability to handle multiple projects simultaneously with multiple audiences and against a deadline.
•Outstanding interpersonal skills, including the proven ability to work across different audiences, personalities, and experience levels.

PREFERRED QUALIFICATIONS:
•Change Management Certification (i.e., PROSCI)

DISADES

External Referral Eligible
 

Original Posting Date:2024-05-09

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:Pay Range $131,300.00 - $237,350.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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