Customer Experience (Cx) Subject Matter Expert

Overview
LMI is seeking a Customer Experience (CX) Subject Matter Expert (SME) to support efforts for a Department of Homeland Security (DHS) client. The ideal candidate has over 10 years of experience leading CX efforts and experience with human centered design and marketing/branding. Experience delivering these or similar capabilties within the Department of Homeland Security (DHS) is preferred. This position requires the ability to pass a government background investigation to obtain DHS Suitability.
LMI is a consultancy dedicated to powering a future-ready, high-performing government, drawing from expertise in digital and analytic solutions, logistics, and management advisory services. We deliver integrated capabilities that incorporate emerging technologies and are tailored to customers' unique mission needs, backed by objective research and data analysis. Founded in 1961 to help the Department of Defense resolve complex logistics management challenges, LMI continues to enable growth and transformation, enhance operational readiness and resiliency, and ensure mission success for federal civilian and defense agencies.
LMI offers a generous compensation package with excellent benefits that start the first day of employment. Business casual dress, flex time, and tuition reimbursement are a few of our many work-life benefits available to our employees. Come join the #1 top ranked workplace by the Washington Post in 2021!
Responsibilities

• Advise on CX strategy to support cohesive, comprehensive, and measurable CX efforts
• Develop and support a plan for implementing the CX strategy including training, stakeholder communications, change management, metrics, and key performance indicators (KPIs), and resources. Coordinate with stakeholders from across government, as needed.
• Support the delivery of an Agency-wide CX strategy that improves the experience for agency customers across a diverse set of programs. This includes developing resources, tools, and templates to successfully implement CX and human-centered design principles Agency-wide.
• Assist with the design and implementation of capabilities to collect, analyze, and report customer feedback to program and agency leadership. Advise on a framework and process that converts customer feedback and insights into actionable improvement initiatives.

Qualifications
Required:

• Education: Master's degree.
• Minimum of 10 years of experience leading projects that include developing CX strategies, developing voice of customer (VoC) capabilities, and standing-up new CX capabilities or offices.
• Demonstrated skills in human-centered design, innovation management, and marketing and branding.
• Minimum of 5 years delivering Customer Experience projects.
• Ability to pass a DHS component background investigation to obtain public trust clearance.

Desired:

• Experience delivering CX efforts to DHS clients.
• Experience in Customer Experience marketing and branding.
• Experience with the Federal Emergency Management Agency (FEMA) or disaster / crisis management