November 2024 - present

Branch Chief, Training and Capacity

Customer Experience Directorate, Office of the Chief Information Officer, Department of Homeland Security

The Department of Homeland Security (DHS) provides services to millions each day — disaster survivors, people new to the U.S., victims of human trafficking — during critical moments of their lives. To improve interactions with their many customers, DHS developed one of the most sophisticated approaches in the U.S. federal government for maturing customer experience capabilities.

DHS’s Customer Experience Directorate (CXD) collaborates with DHS components (FEMA, the U.S. Coast Guard, etc.) to reduce administrative burden, increase human-centered design activities and expand user research expertise. 

As a branch chief, I lead a team of researchers, designers and trainers. I work with stakeholders across DHS, helping them define the complex challenges of meeting their customers’ needs. I work with component leadership, staff and contractors to develop strategies and implement tactics. As a member of CXD leadership, I help set (and frequently adjust) our organization’s strategic direction. As needed, I also provide research, design and organizational expertise.

Branch Chief case studies

Context

  • The Customer Experience Directorate supports human-centered practices that improve interactions with DHS’s customers. It is made up of four divisions:

    • Capacity and Capability Operations

    • Community and Partnerships

    • [XDD]

    • [ALS]

  • CXD’s Capacity and Capability Operations Division helps components expand the capabilities necessary for improving customer experiences. 

    • CBP: U.S. Customs and Border Protection keeps terrorists and their weapons out of the U.S. 

    • CISA: The Cybersecurity and Infrastructure Security Agency leads the national effort to understand, manage and reduce risk for cyber and physical infrastructures.

    • FEMA: The Federal Emergency Management Agency supports citizens and first responders during and after disasters.

    • FLETC: Federal Law Enforcement Training Centers provides career-long training to law enforcement professionals.

    • ICE: U.S. Immigration and Customs Enforcement promotes homeland security and public safety through the criminal and civil enforcement of federal laws governing border control, customs, trade and immigration.

    • TSA: Transportation Security Administration protects the nation's transportation systems to ensure freedom of movement for people and commerce.

    • USCG: The U.S. Coast Guard is the only military organization within DHS and protects the maritime economy and the environment, defends maritime borders, and saves those at risk.

    • USCIS: U.S. Citizenship and Immigration Services oversees lawful immigration to the United States.

    • USSS: The U.S. Secret Service safeguards the nation's financial infrastructure and payment systems and protects national leaders.