Senior Customer Experience (CX) Strategist

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About Us:Bixal is a consulting company based in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.
LocationThis role can work remotely from anywhere in the USA. You must be legally authorized to work in the US. Bixal does not provide visa sponsorship.   
Location:This role can work remotely from anywhere in the USA, excluding its territories. You must be legally authorized to work in the USA. Bixal does not provide visa sponsorship.
What will you do?Bixal has an exciting opportunity to enhance the federal government’s CX landscape and optimize service delivery to the public. Collaborating directly with our federal partner, you’ll harness relevant expertise, innovative strategies, and centralized resources to drive large-scale enterprise transformation and create customer-centric cultures. This senior role offers a rare chance to significantly elevate the quality of federal service provision.

Responsibilities

• Assist in establishing and expanding CX practices at federal agencies.
• Foster a customer-centric culture within federal agencies, emphasizing excellence, continuous learning, and improvement.
• Serve as a strategic adviser to help federal clients improve agency customer experience in line with Executive Order 14058, OMB Circular A-11 S.280, 21st Century IDEA, OMB policy guidance M-23-22, and the Government Service Delivery Improvement Act.
• Collaborate with civic technologists and subject matter experts (SMEs) to map customer journeys to underlying processes and experiences.
• Support the development of personas and service blueprints, identify gaps in customer journey data, and optimize processes to improve CX and service delivery.
• Facilitate HCD and Design Thinking workshops, guiding cross-functional teams and stakeholders through collaborative processes to define business objectives, identify challenges, generate innovative solutions, and prioritize actions that enhance customer experiences.
• Establish and support customer research operations and analysis, including voice of customer (VoC) data.
• Assess technical systems from a CX perspective, collaborate with technology partners on optimizations, and explain decisions clearly in plain language to clients.
• Champion and integrate diversity, inclusivity, and accessibility into CX strategies to ensure that federal services are designed and delivered equitably to all citizens.
• Manage, integrate, and align information from multiple sources into actionable insights.

Qualifications

• Bachelor's Degree, plus at least four years of relevant experience
• Ability to obtain and maintain a Public Trust clearance.
• Exceptional understanding of human-centered design (HCD) methods.
• Proven experience facilitating HCD or Design Thinking workshops, including guiding teams through collaborative problem-solving and solution development processes.
• Strong ability to bridge CX strategy with technical systems, ensuring alignment between CX goals and technological solutions.
• Proven ability to present persuasively to all organizational levels, verbally and in writing, to articulate best practices, strategies, and trade-offs.
• Experience in driving content strategies for government or consumer digital properties.
• Experience using virtual collaboration and whiteboarding software such as Miro or Mural.
• Acute attention to detail.

Nice to Haves

• Consulting/agency