Concierge Support Specialist providing data support for order fulfillment at Gold Star Foods. Troubleshooting data issues and assisting in customer experience improvements.
EI
Hybrid Customer Experience Subject Matter Expert
Posted 3 months ago
About the role
- Customer Experience SME advising federal agencies on customer satisfaction strategies and program designs. Leading comprehensive survey initiatives and ensuring compliance within federal frameworks and requirements.
Responsibilities
- Advise federal agency executives on customer experience strategy aligned with OMB Circular A-11, the 21st Century IDEA, and agency-specific frameworks
- Design comprehensive CX measurement programs incorporating multi-mode survey administration, real-time feedback systems, and voice-of-customer analytics
- Lead end-to-end survey program development from initial concept through OMB clearance, fielding, analysis, and continuous improvement
- Design survey instruments using cognitive testing, plain language principles, and accessibility standards (Section 508 WCAG 2.1 AA)
- Develop sampling strategies that achieve statistical precision requirements (e.g., 95% confidence ±5% margin) across complex populations
- Create comprehensive evaluation frameworks balancing quantitative metrics with qualitative insights from focus groups and interviews
- Navigate OMB Paperwork Reduction Act (PRA) clearance processes, including preparation of Supporting Statements (Parts A & B), burden analyses, and non-substantive change requests
- Ensure compliance with federal mandates including Treasury Regulation 801 (Balanced Measures), High Impact Service Provider requirements, and Privacy Act/SORN obligations
- Develop data protection strategies meeting IRS Publication 1075, FISMA, and FedRAMP standards for Federal Tax Information and controlled unclassified information
- Design advanced analytical frameworks including driver analysis, segmentation modeling, predictive analytics, and text mining of open-ended feedback
- Build Essnova CX CoE from concept to operational excellence, establishing methodologies, tools, training programs, and knowledge management systems
- Mentor junior consultants on customer experience principles, survey methodology, federal compliance, and stakeholder engagement
- Develop reusable assets including survey templates, analysis scripts, training materials, and proposal content
- Represent Essnova at federal CX forums, conferences, and client engagements as a recognized thought leader
Requirements
- 7+ years of customer experience leadership in federal government consulting or agency environments
- Survey platforms: Advanced proficiency in Qualtrics, Medallia, SurveyMonkey, or similar enterprise platforms (FedRAMP authorization preferred)
- Direct experience with OMB Circular A-11 requirements, High Impact Service Provider designations, and federal customer satisfaction mandates
- Proven track record implementing large-scale survey programs (5,000+ completes annually) across multiple modes (web, mail, phone, SMS)
- OMB Paperwork Reduction Act expertise including successful clearance package submissions and approval within 6-12 month timelines
- Statistical sampling and analysis proficiency with demonstrated ability to design stratified random samples meeting precision requirements
- Experience with IRS, SSA, CMS, VA, or other High Impact Service Providers
- Security clearance (active Secret or higher) or ability to obtain clearance
- Prior consulting experience with top-tier firms
- Net Promoter Score (NPS), Customer Satisfaction Index (CSI), and Customer Effort Score (CES) methodologies
- Text analytics and sentiment analysis using NLP/AI for open-ended comment processing
- **Federal Government Expertise **
- Deep understanding of federal CX frameworks: OMB A-11, Treasury Balanced Measures, Customer Experience Executive Order 14058, 21st Century IDEA
- Regulatory navigation: Experience with PCLIA/PIA requirements, Federal Tax Information (FTI) protection (IRS Pub 1075), and FISMA compliance
- Multi-channel measurement: Expertise designing surveys for phone, mail, online, mobile, and in-person touchpoints
- Federal procurement: Familiarity with government contracting environments, CPARS evaluation criteria, and quality assurance standards
Job title
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