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Job Details


Customer Experience Officer (CXO) ( R-00079038 )

Customer Service

Customer Service

Yearly

No

Fort Meade, Maryland, United States

Description

Job Description:

Ranked first in Government IT and systems integration, Leidos brings decades of experience leading large-scale mission-critical network IT programs. We’re looking for innovators and forward-thinkers to help us do great things.

Leidos is seeking qualified candidates to join our Defense Enclave Services team, who will support an extensive digital modernization program critical to DISA and Fourth Estate Agencies.

We offer competitive compensation, retirement and paid leave packages, health and wellness programs, career development trainings and certifications, income protection, employee stock purchase plans, and family benefits.

Job Description:

The DES mission includes service delivery for a diverse set of stakeholders who rely on Leidos to provide the platforms and service features to allow them to do their mission at a reduced cost. To accomplish this while tailoring service offerings to mission needs, Leidos plans to provide a CXO function that will align capabilities to measurable mission outcomes.

The DES Customer Experience Officer leads the way for a seamless customer/mission partner experience during service transition, migration, and sustainment, being attentive to customer feedback, grounded in data and analytics, and delivering innovative features to the program that support a standard support architecture. Authority to develop service delivery standards and policies. Authority to make immediate decisions to resolve service issues. The CXO supports mission partners across the Defense Agency and Field Activities (DAFA) enterprise.

Primary Responsibilities:

  • As part of Service Design, understand and optimize the journey of the mission partners as they experience operational lifecycle support of DES.

  • Authority to develop mission partner service delivery standards and policies IAW DES guidelines. Authority to make immediate decisions to resolve service issues.

  • Interfaces daily with DES PMO and DISA leadership, ensuring that our operations support the needs of the various services provided.

  • Build and maintain positive relationships within the mission partners and DISA to ensure performance and operational feedback is addressed.

  • Develop and implement innovative engagement strategies that meet DES objectives while meeting or exceeding contractual service level agreements and a positive customer experience.

  • Direct supervision to mission assurance officers (MAOs) who provide dedicated support to DAFA elements throughout the migration and operational lifecycle.

  • Communicate and mitigate existing service delivery problems, including customer complaints and act as liaison for these events to the assigned program management official. Act as the primary point of contact for customer issues escalated through the migration/service delivery manager ensuring proper coordination through resolution.

  • Identify opportunities to improve the day-to-day engagement and outreach through continual service improvement and undertake projects that improve the overall service.

  • Ensures that all new or changed Service Management Objectives align with DES initiatives.

  • Generating process improvements that bring about measurable improvement in quality and/or efficiency

  • Monitors the assessment of site operations/project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.

  • Communicates with internal team members and client team members across multiple areas.

  • Establish collaborative relationships within an interdisciplinary team environment and gain the support of others.

Basic Qualifications:

  • Bachelor’s degree and 15+ years of prior relevant experience.

  • Active Secret security clearance.

  • Demonstrated communication and leadership skills and ability to interact professionally with all levels within the organization and external customers

  • Ability to interact and present to senior level customers (SES and above) in both written and verbal communications

  • Knowledge in the use of and application of metrics to increase efficiency and solve issues.

  • Experience leading high-performing teams in a customer-facing environment.

  • Demonstrated ability to engage stakeholders and management to address critical incidents

  • Strong organization skills and ability to contribute to ongoing efforts to launch CXO/Client Relationship Management and performance management strategies

  • Initiative to independently research new areas and bring recommendations to the team.

  • Ability to multi-task and independently own assignments/issues from start to closure requiring minimal follow up from management

  • Ability to travel within company and customer locations as needed within short notice.

Preferred Qualifications:

  • ITIL Certification

  • Project Management Professional (PMP) ®

  • Experience with DISA and/or DoD 4th Estate Agencies

  • Knowledge of DISA mission and IT environments

DISADES

Pay Range: