DEPUTY ASSOCIATE CIO, CLIENT EXPERIENCE CENTER

Deputy ACIO

The Deputy ACIO serves as a principal executive leader responsible for directing the formulation and execution of USDA's enterprise-wide customer experience strategy for IT. Leads the development of long-range plans, policies, and governance structures that guide the delivery of customer-facing IT services across the Department's mission areas and staff offices. Exercises executive oversight of USDA's enterprise IT service management framework, including multi-tiered service desk operations, major incident management, remote and on-site support. Leads initiatives to modernize support operations, improve digital tools for users, promote self-service innovations, and integrate AI-assisted service techniques that enhance reliability and customer satisfaction. Responsible for evaluating the performance of enterprise customer experience programs using operational data, customer analytics, financial information, and industry benchmarks. Represents USDA in government-wide forums and collaborates with executives across the Federal enterprise to advance customer experience improvements, shared service models, and service delivery innovation.