Job Description:

Job Summary:

We are seeking a highly-motivated Customer Experience Officer for the Defense Health Agency’s (DHA’s) Reserve Health Readiness Program (RHRP).

This role involves leading all Customer Experience (CX) and User Experience (UX) initiatives for the RHRP program, ensuring alignment with strategic goals and fostering a customer-centric approach. Responsibilities include developing and executing a comprehensive CX plan to enhance engagement and service delivery, leveraging feedback and KPIs to measure and optimize customer experience, and collaborating with engineering to implement innovative solutions and automation. The position emphasizes transparent communication with diverse customer segments, driving readiness campaigns, and contributing to program-wide strategies to enhance overall effectiveness and satisfaction.

What is the Reserve Health Readiness Program (RHRP)?

The RHRP program provides health readiness support services, such as mental health assessments and post-deployment health reassessments, to the military Reserve Components nationwide and Active Duty Components in remote areas. Health assessment services are performed by group events, in-clinic individual appointments, and by providing call center support.

Essential Duties and Responsibilities:

• Lead all CX/UX efforts across the RHRP business and liaise with program, functional, and customer organizations to carry out the strategic initiatives.


• Assess, improve, and guide the customer and user experience. Develop a comprehensive customer experience plan aimed at enhancing overall customer experience, engagement, and user-centric service delivery.


• Oversee the program’s customer experience (CX) strategy, fostering the Leidos brand and ensuring a customer-centric approach to the RHRP program operations to improve overall readiness.


• Engage and guide Liaison representatives as it aligns to the customer engagement strategies


• Investigate ways to capture and improving measuring customer experience using surveys, feedback, and key performance indicators (KPIs) from various customer components to shape and achieve overarching program-wide KPIs for optimizing customer experience.


• Engage with engineering to apply optimization, automation, and real-time data analysis principles to drive innovation, facilitate new technology adoption, and enhance user-centric design while streamlining processes to maximize self-service capabilities across the program. 


• Communicate regularly with diverse customer segments to increase engagement, customer satisfaction, foster transparency, and enhance collaboration.


• Participate in the development of readiness campaigns, driving development of action plans, and execute these plans as it relates to the overall strategies.


• Perform other duties and responsibilities as assigned

Competencies:

• Proven ability to handle multiple projects simultaneously with multiple audiences and against a deadline.


• Outstanding interpersonal skills, including the proven ability to work across different audiences, personalities, and experience levels.


• Superior written, verbal and visual communications skills


• Extensive experience in gathering and interpreting customer statistical experience information


• Solid knowledge of online customer engagement platforms and channels


• Exceptional interpersonal and coaching skills with a client-centered approach


• Great organizational and time management abilities


• Collaboration and problem-solving skills


• Exceptional understanding of healthcare professional relationships, engagement strategies, and educational programs.


• Analytical mindset with the ability to analyze complex data, identify trends, and provide actionable insights.


• High level of integrity, professionalism, and ethical conduct.


• Proficiency in MS Office Suite, CX and CRM software is desired

Education and/or Experience: (includes certificate & licenses)

• Bachelor’s degree from an accredited college in a related discipline, or equivalent experience/combined education


• 10+ years prior relevant experience


• 7+ years’ experience guiding teams or projects.


• Broad expertise across OCM, UX and training areas.


• Extensive experience in managing and leading multiple complex projects simultaneously


• Experience in executive communications, including experience supporting high-level customers and stakeholders.

Location: 

• Remote with 25% travel

Pay Range: 

• $142,000 - 174,000

**The  Leidos QTC Health Services pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to): geographic location, responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time. 

Commitment to Diversity:

Leidos QTC Health Services is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, sexual orientation, people with disabilities protected under law, and protected veteran status.

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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