Customer Experience (CX) Lead

Guidehouse • Washington, DC

3d • $113,000 - $188,000 • Hybrid

About The Position

Guidehouse is seeking a Customer Experience (CX) Lead to support enterprise system modernization efforts for foreign assistance programs, including FACTS Info and related platforms. This role sits at the intersection of business operations, data, and technology, leading initiatives to improve user experience, streamline workflows, and strengthen customer support models. The CX Lead will partner with product owners, system stakeholders, and business teams to translate user needs into actionable improvements across knowledge management, access management, customer support operations, and enterprise data initiatives.

Requirements

• Bachelor’s degree or relevant years of experience in lieu of education
• Active Secret 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
• Demonstrated ability to lead stakeholder engagement in complex, matrixed environments
• Strong analytical, problem-solving, and communication skills
• Ability to translate user needs into actionable business and technical requirements
• US Citizenship is required

Nice To Haves

• Experience with Customer Service Management (CSM) platforms (ServiceNow, Zendesk, etc.)
• 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, Department of State highly preferred

Responsibilities

• Drive Customer Experience Transformation: 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. Consolidate and standardize knowledge management across platforms (e.g., SharePoint and system-based help resources). Analyze customer service data (e.g., surveys, user inquiries) to identify recurring pain points and inform improvements.
• Modernize Customer Support Operations: Design and operationalize Customer Service Management (CSM) frameworks, including intake, triage, escalation, and resolution processes. Define ticket taxonomies, service level agreements (SLAs), and tiered support models. Develop user-facing guidance for support processes and system onboarding.
• Enhance System Access & Governance: Support implementation of role-based access control (RBAC) frameworks to improve system governance and reduce administrative burden. Define user roles, permissions, and approval workflows aligned to business needs. Identify and implement opportunities for automation and process optimization within user access management.
• Lead Business Process & Workflow Optimization: Conduct role-based process mapping to understand how users interact across systems and functions. Identify inefficiencies, fragmentation, and sources of user friction. Deliver recommendations to improve workflows, reduce context switching, and enhance system integration.
• Support Data Strategy & Requirements Definition: Collaborate with business and data teams to define enterprise data requirements for reporting and decision-making. Contribute to development of data models, including entity and attribute definition. Identify data gaps, redundancies, and opportunities to improve data architecture and usability.
• Facilitate Stakeholder Engagement: Lead cross-functional working groups to gather requirements, align priorities, and drive decision-making. Serve as a key liaison between business users, product owners, and technical teams. Translate stakeholder needs into actionable system, process, and data improvements.
• Develop Communications & User Engagement: Design and execute CX communications strategies, including newsletters, updates, and targeted outreach. Establish and facilitate Communities of Practice (CoPs) to support ongoing knowledge sharing and user engagement. Ensure consistent messaging around system updates, enhancements, and available resources.
• Embed User Research & Continuous Improvement: Develop and implement user research approaches, including interviews, surveys, and usability testing. Establish repeatable feedback loops to proactively capture user needs and pain points. Translate insights into prioritized recommendations and product enhancements.

Benefits

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave and Adoption Assistance
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Student Loan PayDown
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program
• Mobility Stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Senior