Guidehouse
Technology Consulting
CustomerExperience(CX)Lead
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Experience (CX) Lead at Guidehouse. Skills: Customer Experience, Service Operations, Process Optimization, Stakeholder Engagement. Lead CX strategies design. Lead CX strategies improvement”
What You'll Achieve.
Improve user experience; Streamline workflows; Strengthen customer support; Reduce administrative burden
Industry & Context.
Problem-solving skills; Root cause analysis; Troubleshooting
Up to 10% travel, Active Secret clearance, US Citizenship
What They're Looking For.
Must Have
Bachelor's degree or relevant years of experience, Active Secret clearance, 5+ years customer experience, 5+ years human-centered design, 5+ years management consulting, 5+ years business analysis, Experience designing customer support models, Experience supporting service operations, Experience supporting help desk processes, Lead stakeholder engagement, Translate user needs to requirements, US Citizenship
Nice to Have
Experience with CSM platforms, Familiarity with knowledge management, Familiarity with SharePoint content, Experience with business process mapping, Experience with workflow optimization, Exposure to data strategy, Exposure to data modeling, Exposure to analytics initiatives, Experience supporting federal clients, Experience supporting public sector clients, Department of State experience
What You'll Do.
Lead CX strategies design
Lead CX strategies improvement
Develop user support resources
Consolidate knowledge management
Standardize knowledge management
Analyze customer service data
Design CSM frameworks
Operationalize CSM frameworks
Define ticket taxonomies
Define tiered support models
Develop user-facing guidance
Support RBAC implementation
Define approval workflows
Identify automation opportunities
Identify process optimization opportunities
Conduct process mapping
Identify inefficiencies
Identify fragmentation
Identify user friction
Deliver recommendations
Reduce context switching
Enhance system integration
Collaborate on data requirements
Define enterprise data requirements
Contribute to data models
Drive decision-making
Translate stakeholder needs
Design CX communications
Execute CX communications
Establish Communities of Practice
Facilitate Communities of Practice
Ensure consistent messaging
Develop user research approaches
Implement user research approaches
Establish feedback loops
Capture user pain points
Prioritize recommendations
Prioritize product enhancements
How You'll Work.
Team & Collaboration
Cross-functional working groups; Business users; Product owners; Technical teams
Communication Scope
CX communications strategies; Targeted outreach; Consistent messaging
Full Job Description
**_Job Family_ :** Technology Consulting ** _Travel Required_ :** Up to 10% **_Clearance Required_ :** Active Secret ** _What You Will Do_ :** Guidehouse is seeking a **Customer Experience (CX) Lead** to support enterprise system modernization efforts for foreign assistance programs, including FACTS Info and related platforms. This role sits at the intersection of business operations, data, and technology, leading initiatives to improve user experience, streamline workflows, and strengthen customer support models. The CX Lead will partner with product owners, system stakeholders, and business teams to translate user needs into actionable improvements across knowledge management, access management, customer support operations, and enterprise data initiatives. **Drive Customer Experience Transformation** * Lead the design and continuous improvement of customer experience (CX) strategies for enterprise systems. * Develop scalable user support resources, including FAQs, user guides, and micro-training content. * Consolidate and standardize knowledge management across platforms (e.g., SharePoint and system-based help resources). * Analyze customer service data (e.g., surveys, user inquiries) to identify recurring pain points and inform improvements. **Modernize Customer Support Operations** * Design and operationalize Customer Service Management (CSM) frameworks, including intake, triage, escalation, and resolution processes * Define ticket taxonomies, service level agreements (SLAs), and tiered support models * Develop user-facing guidance for support processes and system onboarding **Enhance System Access & Governance** * Support implementation of role-based access control (RBAC) frameworks to improve system governance and reduce administrative burden * Define user roles, permissions, and approval workflows aligned to business needs * Identify and implement opportunities for automation and process optimization within user access management **Lead Business Process & Wor
Applying for this Customer Experience (CX) Lead role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about Guidehouse?
Real rants from real employees. Read before you apply.