Customer Experience (CX) Lead

Job Family: Technology Consulting Travel Required: Up to 10% Clearance Required: Active Secret What You Will Do: 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. 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 What You Will Need: 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 What Would Be Nice To Have: 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 The annual salary range for this position is $113,000.00-$188,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs. What We Offer: Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: 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 About Guidehouse Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at View phone number on click.appcast.io or via email at View email address on click.appcast.io. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or View email address on click.appcast.io. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process. If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact View email address on click.appcast.io. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties. Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee. Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future. guidehouse.com