Customer Experience Strategist, CX & Knowledge Management

U.S. Department of Housing and Urban Development; Denver (CO); On-site; USD 90,000 - 125,000; Full time

Job summary

U.S. Department of Housing and Urban Development (HUD) in Denver seeks a Customer Experience Strategist to strengthen contact center operations and service delivery across channels.

You will develop governance standards, refine knowledge management processes, and translate data into actionable improvements. The role requires experience in customer experience strategies, cross-functional collaboration, and a focus on improving customer interactions across voice, email, chat, and in-person

Qualifications

• Specialized experience required for GS-13 level related to contact center performance analysis and customer feedback.
• Experience developing and implementing customer experience strategies and SOPs.
• Experience collaborating with managers and cross-functional teams to improve service across multiple channels.

Responsibilities

• Develop knowledge management governance standards and performance measures for contact centers.
• Support workflows across voice, email, chat, messaging, and in-person channels.
• Translate data into actionable recommendations and present to management and stakeholders.
• Negotiate with leadership to adopt solutions addressing cross-cutting operational challenges.
• Support skill development in knowledge management and CX best practices.

Job description

U.S. Department of Housing and Urban Development (HUD) in Denver seeks a Customer Experience Strategist to strengthen contact center operations and service delivery across channels.

You will develop governance standards, refine knowledge management processes, and translate data into actionable improvements. The role requires experience in customer experience strategies, cross-functional collaboration, and a focus on improving customer interactions across voice, email, chat, and in-person