Customer Experience Lead

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

DMI, LLC is seeking a Customer Experience Lead

Duties and Responsibilities:

Improve efficiency in ISTS organization by driving productivity, increasing automation, and enhancing self-service.
• Leverage technology to create digital capabilities and automation where possible.
• Create a comprehensive customer strategy.
• Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business.
• Have a strong understanding of the complexity and nuances of different GAO business segments and the ability to develop a customer journey lifecycle that is strategically tailored.
• Demonstrated Operational Excellence with an affinity for a metrics-driven, results-driven approach.

The Customer Experience Lead is responsible for being the Voice of the Customer and working to ensure the overall customer experience across the PWS scope is positive.

The Customer Experience Lead must demonstrate expert (a minimum of 5 years) experience and/or knowledge related to:

• Monitoring and maintaining SLAs and XLAs for the contractor and ensure they are being met or exceeded.
• Monitoring and performing trend analysis on service tickets and notifications to identify customer pain points and methods for improving customer experience.
• Establishing, monitoring, and performing trend analysis for Customer Effort Score (CES) and Net Promoter Score (NPS).
• Operationalizing customer value centered initiatives across multiple function tasks similar to the services needed in the requirements.
• Creating proactive, repeatable processes, procedures and playbooks that impact Customer Experience.
• Improving efficiency in organizations of similar size and scope to GAO and driving productivity, increasing automation, and enhancing customer self-service.
• Leveraging technology to create digital capabilities and automation where possible.
• Demonstrating operational excellence with an affinity for a metrics-driven, results-driven approaches.
• Customer Experience and Process Improvement certification (e.g., CCXP, Lean Six Sigma, etc.)

Additional Requirements:

Min Citizenship Status Required: US Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Remote

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.