Director of Customer Experience

PBG Consulting is a women-owned small business supporting federal agencies with Strategic Consulting, Program Implementation, and IT Modernization & Digital Transformation. With a relentless commitment to quality and an innovation-first mindset, PBG serves government missions with passion, boldness, and grit.

Key Responsibilities:

• Define and execute a customer experience strategy that aligns with the company's overall goals and objectives.
• Foster a customer-centric culture within the organization by promoting a deep understanding of customer needs and preferences across all departments.
• Use customer insights to drive continuous improvement and inform decision-making processes.
• Collaborate with cross-functional teams to identify and address customer needs throughout the customer lifecycle.
• Monitor customer satisfaction scores, retention rates, and other relevant metrics to track progress and identify areas for improvement.
• Empower employees to take ownership of the customer experience and drive positive outcomes for customers.
• Develop and nurture relationships with key customers, stakeholders, and influencers.
• Act as a trusted advisor to customers, providing guidance and support to help them achieve their business objectives.
• Stay informed about industry trends, best practices, and emerging technologies related to customer experience.
• Proactively identify opportunities to innovate and differentiate the company's customer experience offerings in the marketplace.
  
  

Required Qualifications:

• Strong leadership and management skills to inspire and motivate cross-functional teams. Ability to build a customer-centric culture and drive organizational change.
• Ability to develop and execute a customer experience strategy aligned with the company's business objectives. Capacity to translate strategic goals into actionable plans and initiatives.
• Proficiency in using data analytics tools and methodologies to inform decision-making.
• Ability to collaborate effectively with internal departments, including sales, marketing, product development, and customer support, to align customer experience initiatives with business goals.
• Experience in driving organizational change and overcoming resistance to change. Ability to navigate through ambiguity and lead teams through periods of transformation.
• Understanding of US Federal technology markets, including trends, competitive landscape, and customer expectations. Knowledge of relevant regulations and compliance standards impacting customer experience.
• Track record of achieving measurable results and driving continuous improvement in customer satisfaction, retention, and loyalty metrics.
• Flexibility and adaptability to respond to evolving customer needs, market dynamics, and business priorities. Willingness to learn and stay updated on industry trends and best practices.
• Genuine empathy and concern for customers' well-being and success. Ability to put oneself in the customer's shoes and advocate for their needs within the organization.
• A completed Bachelor's Degree (BA or BS) in Computer Science. An emphasis on Technical and Scientific Communication is desired.
• A relevant certification or demonstrated progress in a certification (Nielsen Norman, IDEO, etc)
• U.S. Citizenship is required
• Ability to obtain and maintain a Public Trust
  
  

Professional Skills:

• Sound business ethics, including the protection of proprietary and confidential information.
• Ability to work with all levels of internal staff, as well as outside clients and vendors.
• Strong stakeholder management, including advising and influencing clients regarding process improvement initiatives, and working positively.
• Skilled communicator with clients and employees.
• Excellent verbal, interpersonal and written communication skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• Team player with the ability to work in a fast-paced environment.
• Demonstrated outstanding level of professionalism in providing client support, including ability to exercise good judgment, discretion, tact, and diplomacy.
  
  

#WHYPBG

We have successfully built a company culture based on our single most important asset - our employees. At PBG we are passionate about employee engagement and make it our business to provide our employees a range of challenging and rewarding opportunities that align with business strategy, promote team work and inspire innovation. A job is where you are spending most of your day, so PBG believes in making it a fun, collaborative and productive environment. We want our employees to have the opportunity to grow and be part of a company that is making a lasting contribution to our customers. 

Benefits:

• 401K Retirement Plan
• Medical Plan options with significant financial investments from PBG
• Prescription benefit plan
• Dental and Vision coverage
• Employee Assistance Program
• Short term / Long-term disability
• Supplemental group life and AD&D options
• Yearly Bonuses
• Generous Paid Time Off / Paid Holidays
• Career/Professional Development Program
• Spot Bonus Program
  
  

Diversity & Inclusion:

PBG celebrates diversity and is proud to provide Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetics, disability, or protected veteran status. In addition to federal law requirements, PBG complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Disclaimer:

This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.