Chief Experience Officer (CXO)

Quick Facts

• Senior executive role leading the Customer Experience Office within the Office of the Chief Information Officer (OCIO)
• Reports to the Deputy Chief Information Officer

Description

The Chief Experience Officer provides enterprise leadership to define, govern, measure, and improve end-to-end customer experiences for SBA customers and users. The role sets the customer-experience vision, strategy, and governance, and drives measurable outcomes across programs, channels, processes, procurement, technology, and service delivery.

Responsibilities

• Lead enterprise customer-experience efforts and operating model across SBA
• Establish customer-experience vision, strategy, governance, resource priorities, performance expectations, and operating practices
• Develop and execute a multi-year enterprise customer-experience strategy aligned with mission priorities, strategic goals, performance objectives, customer needs, and applicable laws, regulations, policies, and standards
• Set customer-experience principles, service standards, design standards, and governance processes
• Ensure programs/functions incorporate customer needs, customer journeys, service blueprints, usability, accessibility, clarity, and customer-outcome measures across planning, policy, process, procurement, technology, and service delivery

Requirements

• U.S. Citizen or National
• Subject to a 1-year supervisory probationary period (unless already completed)
• Complete Declaration for Federal Employment to determine suitability
• If male born after Dec 31, 1959: registered with the Selective Service System or exempt
• May be subject to pre-employment and random drug tests
• File Confidential Financial Disclosure Report (OGE-278e) within 30 days of appointment and annually
• May need to obtain and maintain interim and/or final security clearance
• Resume must demonstrate ECQs and TQs within a 2-page limit, with evidence of relevant experience, education, and accomplishments

Technical Qualifications

• Enterprise customer experience and integrated service delivery: executive leadership bringing multiple programs, websites, phone lines, and inboxes into one entry point with authority over new channels and accountability for customer outcome measures (satisfaction, confidence, response time, first-contact resolution, completion rates) with financial and operational results
• Product ownership of customer-facing platforms and web modernization: experience directing business strategy, process design, and user uptake of enterprise digital platforms for customer relationships and service requests; rebuilding web properties under one visual identity and design standards aligned with applicable standards

Executive Core Qualifications (mandatory for new entrants to SES career appointment)

• Commitment to the Rule of Law and Principles of the American Founding
• Driving Efficiency
• Merit and Competence
• Leading People
• Achieving Results

Benefits

A comprehensive federal employee benefits package is available. Eligibility depends on the position type and whether it is full-time, part-time, or intermittent.