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DMI
McLean, VA, United States
About DMI: DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportati
Job Source: DMIDMI (Digital Management, Inc.)
McLean, VA, United States
Customer Experience Lead Job ID 2024-26444 Category Administrative Location US-VA-McLean About DMI DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-si
Job Source: DMI (Digital Management, Inc.)Saks OFF 5TH
Washington, DC, United States
Saks OFF 5TH is the premier luxury off-price destination. In its more than 100 stores in the U.S. and Canada, and online, at SaksOFF5TH.com, the company provides the best names in fashion at an incredible value through its merchandise authority, unparalleled brand access and seamless connection between ecommerce and stores. What This Position Is A
Job Source: Saks OFF 5THhp
Washington, DC, United States
Technical Customer Experience Lead Description - The Customer Welcome Centers (“CWCs”) are the epicenter of HP's Executive Engagement Strategy. We are looking for a passionate leader to join our Customer Experience Program team in the Washington, DC Metro Area. The role, based onsite, offers a unique opportunity to join our team and have full expo
Job Source: hpMcDonald's
Langley Park, MD, United States
McDonald's Guest Experience Lead LANGLEY PARK , Maryland Apply Now Flexible scheduling with a side of always feeling valued. A job at McDonald’s offers a job combo that fits YOU. PERKS & BENEFITS: Competitive pay starting at $14.50 / hour plus cash incentives Employee discounts and free meals Paid sick leave and/or paid time off Tui
Job Source: McDonald'sMcDonald’s
Gaithersburg, MD, United States
Guest Experience Leader Flexible scheduling with a side of always feeling valued. A job at McDonald’s offers a job combo that fits YOU. PERKS & BENEFITS: Competitive pay starting at $16.75 / hour plus cash incentives Employee discounts and free meals Paid sick leave and/or paid time off Tuition reimbursement and/or educational assistance Train
Job Source: McDonald’sMcDonald's
Columbia, MD, United States
McDonald's Guest Experience Lead COLUMBIA , Maryland Apply Now Flexible scheduling with a side of always feeling valued. A job at McDonald’s offers a job combo that fits YOU. PERKS & BENEFITS: Competitive pay starting at $15.00 / hour plus cash incentives Employee discounts and free meals Paid sick leave and/or paid time off Tuition
Job Source: McDonald'sMcDonald's
Silver Spring, MD, United States
McDonald's Guest Experience Lead SILVER SPRING , Maryland Apply Now Flexible scheduling with a side of always feeling valued. A job at McDonald’s offers a job combo that fits YOU. PERKS & BENEFITS: Competitive pay starting at $16.00 / hour plus cash incentives Employee discounts and free meals Paid sick leave and/or paid time off Tu
Job Source: McDonald'sWashington, DC, United States
Description
The Customer Experience Lead serves as the Voice of the Customer, responsible for ensuring a positive overall customer experience across the scope of the Performance Work Statement (PWS). This role involves monitoring and maintaining Service Level Agreements (SLAs), analyzing IT Service Management (ITSM) system tickets to identify areas for improvement, and operationalizing processes to drive consistently strong customer experience.
This opportunity is contingent upon award.
Responsibilities and Duties:
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.
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.
Efficiency Improvement: Improve efficiency in the organization by driving productivity, increasing automation, and enhancing self-service options.
Digital Capabilities: Leverage technology to create digital capabilities and automation where possible to enhance customer experience.
Customer Strategy Development: Develop a comprehensive customer strategy aligned with organizational goals.
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.
Qualifications
Bachelors degree and nine (9) years or more experience, Masters and seven (7) or PhD and four (4).
Minimum of 5 years ofdemonstrated experience in customer experience and process improvement.
Customer Experience and Process Improvement certification (e.g., CCXP, Lean Six Sigma, etc.) is required.
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.
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.
Ability to develop comprehensive customer strategies aligned with organizational goals.
Strong understanding of different business segments and the ability to tailor customer journeys strategically.
Demonstrated operational excellence with a metrics-driven, results-driven approach
Must be able to obtain Public Trust clearance
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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Customer Experience Lead jobs in Washington, DC, United States
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