Senior Customer Experience Strategist

Summary

Join Bixal as a senior consultant to enhance the federal government's customer experience (CX) landscape. You will collaborate with federal partners to drive large-scale enterprise transformation and create customer-centric cultures. This remote role, open to US-based candidates, requires a bachelor's degree and four years of relevant experience, along with expertise in human-centered design and design thinking. You will assist in establishing and expanding CX practices, advise federal clients on improving CX, and collaborate with various teams to optimize processes and service delivery. Bixal offers a competitive salary, flexible hours, remote work flexibility, and a comprehensive benefits package.

Requirements

• Bachelor's Degree, plus at least four years of relevant experience
• Ability to obtain and maintain a Public Trust clearance
• Exceptional understanding of human-centered design (HCD) methods
• Proven experience facilitating HCD or Design Thinking workshops, including guiding teams through collaborative problem-solving and solution development processes
• Strong ability to bridge CX strategy with technical systems, ensuring alignment between CX goals and technological solutions
• Proven ability to present persuasively to all organizational levels, verbally and in writing, to articulate best practices, strategies, and trade-offs
• Experience in driving content strategies for government or consumer digital properties
• Experience using virtual collaboration and whiteboarding software such as Miro or Mural
• Acute attention to detail

Responsibilities

• Assist in establishing and expanding CX practices at federal agencies
• Foster a customer-centric culture within federal agencies, emphasizing excellence, continuous learning, and improvement
• Serve as a strategic adviser to help federal clients improve agency customer experience in line with Executive Order 14058, OMB Circular A-11 S.280, 21st Century IDEA, OMB policy guidance M-23-22, and the Government Service Delivery Improvement Act
• Collaborate with civic technologists and subject matter experts (SMEs) to map customer journeys to underlying processes and experiences
• Support the development of personas and service blueprints, identify gaps in customer journey data, and optimize processes to improve CX and service delivery
• Facilitate HCD and Design Thinking workshops, guiding cross-functional teams and stakeholders through collaborative processes to define business objectives, identify challenges, generate innovative solutions, and prioritize actions that enhance customer experiences
• Establish and support customer research operations and analysis, including voice of customer (VoC) data
• Assess technical systems from a CX perspective, collaborate with technology partners on optimizations, and explain decisions clearly in plain language to clients
• Champion and integrate diversity, inclusivity, and accessibility into CX strategies to ensure that federal services are designed and delivered equitably to all citizens
• Manage, integrate, and align information from multiple sources into actionable insights

Preferred Qualifications

• Consulting/agency experience
• Previous work with government agencies or initiatives
• Experience working with Agile development teams
• Certification or accreditation in CX methodologies or frameworks

Benefits

• Competitive base salary
• Flex hours
• Remote work flexibility
• 401K with matching incentive
• Parental Leave
• Medical/dental/vision benefits
• Flex Spending Account
• Company provided short-term disability
• Company provided life insurance
• Commuter benefits
• Generous PTO
• 11 Paid holidays
• Professional development opportunities
• New business referral bonus