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Principal Customer Experience Specialist

The MITRE Corporation

This is a Full-time position in McLean, VA posted June 9, 2021.

Why choose between doing meaningful work and having a fulfilling life?

At MITRE, you can have both.

That’s because MITRE people are committed to tackling our nation’s toughest challenges—and we’re committed to the long-term well-being of our employees.

MITRE is different from most technology companies.

We are a not-for-profit corporation chartered to work for the public interest, with no commercial conflicts to influence what we do.

The R&D centers we operate for the government create lasting impact in fields as diverse as cybersecurity, healthcare, aviation, defense, and enterprise transformation.

We’re making a difference every day—working for a safer, healthier, and more secure nation and world.

Our workplace reflects our values.

We offer competitive benefits, exceptional professional development opportunities, and a culture of innovation that embraces diversity, inclusion, flexibility, collaboration, and career growth.

If this sounds like the choice you want to make, then choose MITRE—and make a difference with us.MITRE is a not-for-profit organization that operates Federally Funded Research and Development Centers (FFRDCs) on behalf of the Federal government.

We are seeking a hands-on leader to develop and apply an understanding of the public’s experience as it engages with Federal civilian agencies through the design, development, and implementation of solutions for public sector programs.The ideal candidate will have competencies in defining and applying Customer Experience (CX) strategies, service design methodologies, and human-centered design principles to inform public facing products, services, and solutions as agencies continuously improve their public engagement.The candidate will define the problem space and identify market opportunity for new technologies, features of technologies, approaches for engagement; establish milestones and priorities; drive creative and accessible compliant design; write implementable product requirements for engineering teams; work with software engineers to build and test features; measure and report on production product performance; balance business needs, public user needs and technological capabilities in developing public sector online products and features.

The ideal candidate will recommend agency appropriate but forward-thinking policies, methodologies, procedures, business operations, technological capabilities, and/or organizational capabilities needed to address user needs while ensuring successful delivery of information technology services.

This could be in response to requests from public sector agencies or programs, the Government Accountability Office (GAO), the Office of Management and Budget (OMB), and/or Congress to perform forward-thinking that helps Government adopt appropriate industry trends.In this role, the individual will develop and manage the CX program strategy that will include components of User Experience (UX) and service design, based on interaction with agencies, key stakeholders, and industry best practices.

The individual will be expected to be well-versed in emerging omni-channel strategies to include web, phone, social media, data analytics, and print media platforms.

The individual will have extensive knowledge of private sector industry trends, public sector initiatives, and Federal legislation to drive experience initiatives.

The individual will lead the development of CX design initiatives, provide consultation on proposals, advise internal research investigators, and provide technical, policy, and programmatic guidance to senior MITRE leaders.The individual will actively participate in executive level discussions with Federal agency and other public sector senior executives to represent MITRE’s recommendations on technical solutions and integration into program business processes, policies, and technologies.As a member of MITRE’s Social Services & Government Transformation Division, the successful candidate will serve as a trusted advisor to our sponsors focusing on ensuring the effective and efficient administration of Federal programs.

The position provides an exciting leadership opportunity to make a substantive impact on a diverse array of programmatic areas.Required Qualifications (Required)Substantial relevant professional experience in 3 or more of the following:+ Customer Experience (CX) Practices and Methodologies+ Service Design Methodologies and Approaches+ Agile and Iterative Design, Development, and Delivery+ Human-Centered Design Principles and Strategies+ User Centered Performance Measures and Analytics+ Demonstrated expertise in developing and delivering innovative approaches to conveying information in a manner that can drive a decision.+ Strong written and oral communication skills.+ Excellent interpersonal skills – discretion, diplomacy, and tact.Preferred Qualifications (Optional):+ Master’s Degree in any of the following:+ Human Factors+ Human Computer Interaction+ Marketing+ Business Administration+ Public Policy+ Foreign Languages+ Candidates who have experience with the Department of Housing & Urban Development, Department of Labor, Department of Interior, Department of Agriculture, Department of Education, Social Security Administration, Office of Personnel Management, Equal Employment Opportunity Commission, Office of Management & Budget, and/or General Services Administration.+ 5+ Years of experience working with high-level sponsor executives.+ Experience estimating level of effort, schedule, and diverse skill sets needed to develop proposal responses.Minimum Qualifications:+ Bachelor’s degree in any of the following:+ Human Factors+ Human Computer Interaction+ Marketing+ Business Administration+ Public Policy+ Foreign Languages+ 5 Years of experience working with high-level sponsor executives.This requisition requires the following clearance(s):Suitability
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