Customer Experience (CX) Lead

Responsibilities

• 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.
• Design and operationalize Customer Service Management (CSM) frameworks, including intake, triage, and escalation processes.
• Support implementation of role-based access control (RBAC) frameworks to improve system governance.
• Conduct role-based process mapping to identify inefficiencies and reduce 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 and align priorities among stakeholders.
• Develop and execute CX communications strategies, including newsletters and targeted outreach.
• Implement user research approaches, such as interviews and usability testing, to establish feedback loops.

Requirements

• Bachelor's degree or equivalent relevant experience.
• Active Secret security 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.
• US Citizenship is required.
• Strong analytical, problem-solving, and communication skills.

Preferred Qualifications

• Experience with Customer Service Management (CSM) platforms such as ServiceNow or Zendesk.
• 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, specifically the Department of State.

Benefits

• Medical, Rx, Dental & Vision Insurance.
• 401(k) Retirement Plan and Health Savings Account.
• Parental Leave and Adoption Assistance.
• Tuition Reimbursement and continuous learning opportunities.
• Student Loan PayDown program.
• Flexible benefits package and discretionary variable incentive bonuses.

About the Company

Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. We drive efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets.