GovCIO is currently hiring for Deputy Regional Service Delivery Manager for
User Experience Lead (SME). Ensures services align to desired customer outcomes and requirements to maximize value for the customer. Collaborates and co-creates with customers throughout the period of performance to help the GCIO team deliver an end-to-end customer centric experience. Helps define, refine, and co-create experience-level agreements (XLAs) aligned with the customer’s expected outcomes that include elements such as customer satisfaction measures.
This position will be located in multiple locations and will be an onsite position. Generally reports to a Program Manager.
Responsibilities:
User Experience Lead (SME)
Ensures services align to desired customer outcomes and requirements to maximize value for the customer
Collaborates and co-creates with customers throughout the period of performance to help the GCIO team deliver an end-to-end customer centric experience
Helps define, refine, and co-create experience-level agreements (XLAs) aligned with the customer’s expected outcomes that include elements such as customer satisfaction measures
Qualifications:
Required Skills and Experience
Bachelor's degree (or relevent experience) and 12 years experience
BS degree in a related field and 10 years experience leading the quality function of a large agency-wide IT support contract that serves a user community of 80K agency personnel
Must have experience in quality standards, QA/QC processes and methods, quantitative analysis of program data to derive quality metrics, and knowledge of SLA-based performance metrics
Clearance Level: Ability to obtain and Maintain a public Trust clearabce