“This position serves as the Program Services Branch Chief in the Customer Engagement Office (CEO) ensuring maintaining exceptional customer experience between OCIO products and services and the breadth of CDC programmatic and scientific technology needs.”
Responsibilities:
Focus on improving the end-to-end experience of OCIO customers and fostering a customer-first mentality by serving as the day-to-day point of contact:
- Work with other OCIO units to better understand technology users’ experiences and to align OCIO products and services to customer needs;
- Create customer interview and survey guides, journey maps, and personas;
- Develop and strengthens OCIO’s customer experience abilities and processes by helping teams adapt to shifting customer preferences;
- Apply research strategies and outputs to shed light on customer perspectives and collect customer feedback;
- Coordinate solution development efforts to address customer needs.
- Responsible for improving the end-to-end experience of OCIO customers by fostering a customer-centric organization.
- Ensure account managers understand and represent the breadth of OCIO products and services to CDC customers.
- Apply research strategies, surveys, journey maps and personas to shed light on customer needs
- Coordinate IT and data solution development efforts to address customer needs.
- Provide leadership and managerial application of cybersecurity/information assurance policies, principles, and practices.
- Direct and manage the operations of the Branch with primary responsibility for providing leadership and guidance to staff.
