Overview
On Site
USD 120,001.00 - 160,000.00 per year
Full Time
Skills
Pivotal
Facets
Service Level
Strategy Development
SLA
ServiceNow
.NET
Management
Productivity
Operational Excellence
IT Service Management
Customer Satisfaction
Customer Experience
Process Improvement
Lean Six Sigma
Security Clearance
Information Technology
Systems Engineering
FOCUS
Job Details
Job ID: 2512524
Location: WASHINGTON, DC, US
Date Posted: 2025-12-19
Category: Information Technology
Subcategory: Bus Proc Analyst
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Description
SAIC is seeking a Customer Experience Lead who will function as the pivotal Voice of the Customer, with the primary mission of guaranteeing a superlative and consistently positive customer experience throughout all facets of the program. In this dynamic role, the lead will diligently oversee the adherence to Service Level Agreements (SLAs),meticulously analyze IT Service Management (ITSM) system tickets to pinpoint enhancement opportunities, and strategize the implementation of processes that are designed to forge an unwaveringly excellent customer journey. Additionally, this role is designed with a modern work environment in mind, offering a flexible hybrid-remote schedule while also incorporating necessary on-site engagement in Washington, DC, to ensure a seamless and responsive alignment with customer needs and organizational objectives. This strategic approach to the position embodies a commitment to both efficiency and quality, ensuring a robust connection to customer feedback and a palpable presence where it matters most.
This position is expected to be Hybrid Remote and is located in Washington DC.
Responsibilities and Duties:
Customer Strategy Development: Develop a comprehensive customer strategy aligned with organizational goals.
Digital Capabilities: Leverage technology to create digital capabilities and automation where possible to enhance
customer experience.
Seamless Customer Journey: Operationalize a seamless customer journey built on customer value across all task
functions.
Process Improvement: Create proactive, repeatable processes and playbooks to drive consistently strong customer
experience.
SLA Monitoring: Monitor and maintain SLAs and XLAs for the contractor, ensuring they are met or exceeded to meet
customer expectations.
ITSM Ticket Analysis: Monitor and trend ITSM system tickets to identify customer pain points and develop strategies for
improving customer experience. (ITSM is currently ServiceNow).
Customer Effort Score (CES) and Net Promoter Score (NPS) Management: Establish, monitor, and trend CES and NPS
to gauge customer satisfaction and loyalty.
Infuse Customer Voice: Act as the learning engine of the business to infuse the voice of the customer into all aspects of
the business.
Segment Understanding: Have a strong understanding of the complexity and nuances of different business segments
and develop a strategically tailored customer journey lifecycle.
Operational Excellence: Demonstrate operational excellence with an affinity for a metrics-driven, results-driven
approach.
Efficiency Improvement: Improve efficiency in the organization by driving productivity, increasing automation, and
enhancing self-service options.
Qualifications
Required Qualifications:
Bachelors degree and nine (9) years or more experience, Masters and seven (7) or PhD and four (4).
Minimum of 5 years of demonstrated experience in customer experience and process improvement.
Proficiency in driving efficiency improvements through productivity, automation, and self-service enhancements.
Familiarity with leveraging technology for digital capabilities and automation to enhance customer experience.
Demonstrated operational excellence with a metrics-driven, results-driven approach
Proven ability to monitor and maintain SLAs and analyze ITSM system tickets to drive improvements.
Experience in establishing and monitoring CES and NPS to gauge customer satisfaction and loyalty.
Strong ability to operationalize seamless customer journeys and create proactive processes for consistent customer
experience.
Ability to develop comprehensive customer strategies aligned with organizational goals.
Strong understanding of different business segments and the ability to tailor customer journeys strategically.
Customer Experience and Process Improvement certification (e.g., CCXP, Lean Six Sigma, etc.) is required.
Must be able to obtain Public Trust clearance
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Location: WASHINGTON, DC, US
Date Posted: 2025-12-19
Category: Information Technology
Subcategory: Bus Proc Analyst
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Description
SAIC is seeking a Customer Experience Lead who will function as the pivotal Voice of the Customer, with the primary mission of guaranteeing a superlative and consistently positive customer experience throughout all facets of the program. In this dynamic role, the lead will diligently oversee the adherence to Service Level Agreements (SLAs),meticulously analyze IT Service Management (ITSM) system tickets to pinpoint enhancement opportunities, and strategize the implementation of processes that are designed to forge an unwaveringly excellent customer journey. Additionally, this role is designed with a modern work environment in mind, offering a flexible hybrid-remote schedule while also incorporating necessary on-site engagement in Washington, DC, to ensure a seamless and responsive alignment with customer needs and organizational objectives. This strategic approach to the position embodies a commitment to both efficiency and quality, ensuring a robust connection to customer feedback and a palpable presence where it matters most.
This position is expected to be Hybrid Remote and is located in Washington DC.
Responsibilities and Duties:
Customer Strategy Development: Develop a comprehensive customer strategy aligned with organizational goals.
Digital Capabilities: Leverage technology to create digital capabilities and automation where possible to enhance
customer experience.
Seamless Customer Journey: Operationalize a seamless customer journey built on customer value across all task
functions.
Process Improvement: Create proactive, repeatable processes and playbooks to drive consistently strong customer
experience.
SLA Monitoring: Monitor and maintain SLAs and XLAs for the contractor, ensuring they are met or exceeded to meet
customer expectations.
ITSM Ticket Analysis: Monitor and trend ITSM system tickets to identify customer pain points and develop strategies for
improving customer experience. (ITSM is currently ServiceNow).
Customer Effort Score (CES) and Net Promoter Score (NPS) Management: Establish, monitor, and trend CES and NPS
to gauge customer satisfaction and loyalty.
Infuse Customer Voice: Act as the learning engine of the business to infuse the voice of the customer into all aspects of
the business.
Segment Understanding: Have a strong understanding of the complexity and nuances of different business segments
and develop a strategically tailored customer journey lifecycle.
Operational Excellence: Demonstrate operational excellence with an affinity for a metrics-driven, results-driven
approach.
Efficiency Improvement: Improve efficiency in the organization by driving productivity, increasing automation, and
enhancing self-service options.
Qualifications
Required Qualifications:
Bachelors degree and nine (9) years or more experience, Masters and seven (7) or PhD and four (4).
Minimum of 5 years of demonstrated experience in customer experience and process improvement.
Proficiency in driving efficiency improvements through productivity, automation, and self-service enhancements.
Familiarity with leveraging technology for digital capabilities and automation to enhance customer experience.
Demonstrated operational excellence with a metrics-driven, results-driven approach
Proven ability to monitor and maintain SLAs and analyze ITSM system tickets to drive improvements.
Experience in establishing and monitoring CES and NPS to gauge customer satisfaction and loyalty.
Strong ability to operationalize seamless customer journeys and create proactive processes for consistent customer
experience.
Ability to develop comprehensive customer strategies aligned with organizational goals.
Strong understanding of different business segments and the ability to tailor customer journeys strategically.
Customer Experience and Process Improvement certification (e.g., CCXP, Lean Six Sigma, etc.) is required.
Must be able to obtain Public Trust clearance
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.