Customer Experience Subject Matter Expert

7+ years of customer experience leadership in federal government consulting or agency environments 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 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 Master degree or higher in Psychology, Social Sciences, Statistics, Public Policy, Survey Methodology, or related field (preferred) Professional certifications (preferred): Certified Customer Experience Professional (CCXP), Project Management Professional (PMP), or equivalent Bilingual capabilities (English/Spanish) for survey translation and cultural adaptation (preferred)

Advise federal agency executives on customer experience strategy Design comprehensive CX measurement programs Lead end-to-end survey program development Design survey instruments using cognitive testing and plain language principles Develop sampling strategies that achieve statistical precision requirements Create comprehensive evaluation frameworks Navigate OMB Paperwork Reduction Act (PRA) clearance processes Ensure compliance with federal mandates Develop data protection strategies Design advanced analytical frameworks Build Essnova CX CoE from concept to operational excellence Mentor junior consultants on customer experience principles Develop reusable assets including survey templates, analysis scripts, training materials, and proposal content Represent Essnova at federal CX forums, conferences, and client engagements