Customer Experience Lead

Overview

SAIC is seeking a Customer Experience Lead who will function as the pivotal Voice of the Customer. The role is a hybrid‑remote position based in Washington, DC, with on‑site engagement as required.

• Develop and operationalize a comprehensive customer strategy aligned with organizational goals.
• Leverage technology to create digital capabilities and automation to enhance the customer experience.
• Operationalize a seamless customer journey built on customer value across all functions.
• Create proactive, repeatable processes and playbooks to drive consistently strong customer experience.
• Monitor and maintain SLAs and XLAs for the contractor, ensuring they are met or exceeded.
• Monitor and trend ITSM system tickets (Service Now) to identify customer pain points and develop improvement strategies.
• Establish, monitor, and trend CES and NPS to gauge customer satisfaction and loyalty.
• Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business.
• Develop a strategically tailored customer journey lifecycle for different business segments.
• Demonstrate operational excellence with a metrics‑driven, results‑driven approach.
• Improve efficiency in the organization by driving productivity, increasing automation, and enhancing self‑service options.

• Bachelor’s degree and nine (9) years or more experience, or Master’s with seven (7) years, or PhD with four (4) years.
• 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.

SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia.