Customer Experience Subject Matter Expert

Job Description

Job Description

Customer Experience Subject Matter Expert (SME)

Location : Hybrid (Remote with occasional travel to client sites) Employment Type : Consulting Role Salary : Competitive, commensurate with experience

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About Essnova

Essnova Solutions, Inc. is an Inc. 500 federal contractor and SBA 8(a)/HUBZone-certified small business uniquely positioned for explosive growth. With access to powerful contract vehicles—including GSA OASIS+, Seaport NxG, FAA eFAST, GSA MAS, and 8(a) STARS III—and deep capabilities in IT, Cybersecurity, Healthcare, Geospatial, and Environmental services, Essnova brings proven excellence, necessary clearances, and ISO and CMMI Level 3 certifications backed by exceptional past performance.

Building on this foundation, Essnova is expanding its leadership in federal consulting through a Customer Experience Center of Excellence (CX CoE). The CX CoE is dedicated to helping federal agencies elevate customer satisfaction programs, implement survey research and advanced analytics, and align with evolving OMB requirements for High Impact Service Providers (HISPs).

We are seeking a Customer Experience SME with the strategic acumen and meticulous organizational skills to keep our contracts, SMEs, and CX initiatives aligned and efficient. This role offers the opportunity to shape the backbone of Essnova’s CX practice, ensuring our growth is matched by rigor, compliance, and innovation in service delivery.

What You Will Do

Strategic Advisory & Thought Leadership

• Advise federal agency executives on customer experience strategy aligned with OMB Circular A-11, the 21st Century IDEA, and agency-specific frameworks

• Design comprehensive CX measurement programs incorporating multi-mode survey administration, real-time feedback systems, and voice-of-customer analytics

Program Design & Implementation

• Lead end-to-end survey program development from initial concept through OMB clearance, fielding, analysis, and continuous improvement

• Design survey instruments using cognitive testing, plain language principles, and accessibility standards (Section 508 WCAG 2.1 AA)

• Develop sampling strategies that achieve statistical precision requirements (e.g., 95% confidence ±5% margin) across complex populations

• Create comprehensive evaluation frameworks balancing quantitative metrics with qualitative insights from focus groups and interviews

Regulatory & Compliance Expertise

• Navigate OMB Paperwork Reduction Act (PRA) clearance processes, including preparation of Supporting Statements (Parts A & B), burden analyses, and non-substantive change requests

• Ensure compliance with federal mandates including Treasury Regulation 801 (Balanced Measures), High Impact Service Provider requirements, and Privacy Act/SORN obligations

• Develop data protection strategies meeting IRS Publication 1075, FISMA, and FedRAMP standards for Federal Tax Information and controlled unclassified information
• Design advanced analytical frameworks including driver analysis, segmentation modeling, predictive analytics, and text mining of open-ended feedback

Center of Excellence Leadership

• Build Essnova CX CoE from concept to operational excellence, establishing methodologies, tools, training programs, and knowledge management systems

• Mentor junior consultants on customer experience principles, survey methodology, federal compliance, and stakeholder engagement

• Develop reusable assets including survey templates, analysis scripts, training materials, and proposal content

• Represent Essnova at federal CX forums, conferences, and client engagements as a recognized thought leader

Requirements

Experience

• 7+ years of customer experience leadership in federal government consulting or agency environments
• Survey platforms: Advanced proficiency in Qualtrics, Medallia, SurveyMonkey, or similar enterprise platforms (FedRAMP authorization preferred)

• Direct experience with OMB Circular A-11 requirements, High Impact Service Provider designations, and federal customer satisfaction mandates

• Proven track record implementing large-scale survey programs (5,000+ completes annually) across multiple modes (web, mail, phone, SMS)

• OMB Paperwork Reduction Act expertise including successful clearance package submissions and approval within 6-12 month timelines

• Statistical sampling and analysis proficiency with demonstrated ability to design stratified random samples meeting precision requirements

• Experience with IRS, SSA, CMS, VA, or other High Impact Service Providers

• Security clearance (active Secret or higher) or ability to obtain clearance

• Prior consulting experience with top-tier firms
• Net Promoter Score (NPS), Customer Satisfaction Index (CSI), and Customer Effort Score (CES) methodologies
• Text analytics and sentiment analysis using NLP/AI for open-ended comment processing

Federal Government Expertise

• Deep understanding of federal CX frameworks: OMB A-11, Treasury Balanced Measures, Customer Experience Executive Order 14058, 21st Century IDEA

• Regulatory navigation: Experience with PCLIA/PIA requirements, Federal Tax Information (FTI) protection (IRS Pub 1075), and FISMA compliance

• Multi-channel measurement: Expertise designing surveys for phone, mail, online, mobile, and in-person touchpoints

• Federal procurement: Familiarity with government contracting environments, CPARS evaluation criteria, and quality assurance standards

Preferred Qualifications

• Master degree or higher in Psychology, Social Sciences, Statistics, Public Policy, Survey Methodology, or related field

• Professional certifications (preferred): Certified Customer Experience Professional (CCXP), Project Management Professional (PMP), or equivalent

• Bilingual capabilities (English/Spanish) for survey translation and cultural adaptation

Equal Opportunity Employer

Essnova is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.