March 2019 - November 2025
Customer Experience Lead
Centers of Excellence, Technology Transformation Services, General Services Administration
GSA’s Centers of Excellence (CoE) is a consulting practice within the federal government. As a Customer Experience Lead for CoE, I designed and ran customer experience engagements with federal clients that included the departments of Labor, State and Treasury; National Institutes of Health and the United States Office of Personnel Management. I managed stakeholders at all levels of the organizations and designed and facilitated interactive activities with bureau and office leadership.
I managed projects and multidisciplinary teams that included federal employees and contractors, supervising human-centered design activities to assess and improve the experiences of federal customers and federal workers. I led:
Archetype development
Collaborative workshops, online and in-person
Customer-centric product development system design
Customer experience capabilities maturity assessment
Heuristic evaluation
Journey mapping
Product, product development capability and customer experience capability roadmapping
Product testing with customers
Qualitative internal and external customer research
Quantitative research analysis
Service blueprinting
Service design
Usability testing
I participated in business development conversations with prospective clients, designed and estimated project plans and led the evaluation and selection of development and design vendors. I also developed CoE’s CX Maturity Model and led maturity assessments.
Customer Experience Lead case studies