Customer Experience Lead

Job Description

Description

The Customer Experience Lead functions as the pivotal Voice of the Customer, with the primary mission of guaranteeing a superlative and consistently positive customer experience throughout all facets of the Performance Work Statement (PWS). In this dynamic role, the lead will diligently oversee the adherence to Service Level Agreements (SLAs), meticulously analyze IT Service Management (ITSM) system tickets to pinpoint enhancement opportunities, and strategize the implementation of processes that are designed to forge an unwaveringly excellent customer journey.

Additionally, this role is designed with a modern work environment in mind, offering a flexible hybrid-remote schedule while also incorporating necessary on-site engagement in Washington, DC, to ensure a seamless and responsive alignment with customer needs and organizational objectives. This strategic approach to the position embodies a commitment to both efficiency and quality, ensuring a robust connection to customer feedback and a palpable presence where it matters most.

Responsibilities and Duties:

• Customer Strategy Development: Develop a comprehensive customer strategy aligned with organizational goals. 
• Digital Capabilities: Leverage technology to create digital capabilities and automation where possible to enhance customer experience. 
• Seamless Customer Journey: Operationalize a seamless customer journey built on customer value across all task functions. 
• Process Improvement: Create proactive, repeatable processes and playbooks to drive consistently strong customer experience. 
• SLA Monitoring: Monitor and maintain SLAs and XLAs for the contractor, ensuring they are met or exceeded to meet customer expectations. 
• ITSM Ticket Analysis: Monitor and trend ITSM system tickets to identify customer pain points and develop strategies for improving customer experience. (ITSM is currently ServiceNow). 
• Customer Effort Score (CES) and Net Promoter Score (NPS) Management: Establish, monitor, and trend CES and NPS to gauge customer satisfaction and loyalty. 
• Infuse Customer Voice: Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business. 
• Segment Understanding: Have a strong understanding of the complexity and nuances of different business segments and develop a strategically tailored customer journey lifecycle. 
• Operational Excellence: Demonstrate operational excellence with an affinity for a metrics-driven, results-driven approach. 
• Efficiency Improvement: Improve efficiency in the organization by driving productivity, increasing automation, and enhancing self-service options. 

Qualifications

• Bachelors degree and nine (9) years or more experience, Masters and seven (7) or PhD and four (4). 
• Minimum of 5 years of demonstrated experience in customer experience and process improvement.
• Proficiency in driving efficiency improvements through productivity, automation, and self-service enhancements.
• Familiarity with leveraging technology for digital capabilities and automation to enhance customer experience.
• Demonstrated operational excellence with a metrics-driven, results-driven approach 
• Proven ability to monitor and maintain SLAs and analyze ITSM system tickets to drive improvements.
• Experience in establishing and monitoring CES and NPS to gauge customer satisfaction and loyalty.
• Strong ability to operationalize seamless customer journeys and create proactive processes for consistent customer experience.
• Ability to develop comprehensive customer strategies aligned with organizational goals.
• Strong understanding of different business segments and the ability to tailor customer journeys strategically.
• Customer Experience and Process Improvement certification (e.g., CCXP, Lean Six Sigma, etc.) is required.
• Must be able to obtain Public Trust clearance

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.