Senior Customer Experience & AI Transformation Consultant

ASI Government; Washington (District of Columbia); On-site; USD 120,000 - 160,000; Full time

Job summary

ASI Government is seeking a Senior Customer Experience & AI Transformation Consultant to drive AI-enabled organizational change for Navy priorities in the DC area, with travel within the DC Metro. The role connects customer experience with practical AI adoption, operating model design, and governance, collaborating with Navy leaders and ASI teams.

The successful candidate brings private-sector transformation experience and proficiency in CX, HCD, and AI-driven initiatives, with DoD experience

Qualifications

• Bachelor's degree in business, organizational development, psychology, design, public policy, technology, data, or a related field.
• At least 8 years of relevant experience in management consulting, strategy, organizational or digital transformation, customer experience, or a related field.
• Demonstrated experience applying CX or human-centered design methods to complex services, processes, products, or organizations.
• Applied experience supporting AI adoption or AI-enabled transformation (use-case identification, workflow redesign, governance, change, or implementation).
• Meaningful private-sector experience with enterprise transformation, digital products, or adoption of emerging technology.
• Experience independently leading a workstream and producing strong deliverables in an ambiguous, fast-moving environment.
• Strong executive facilitation, client relationship, analytical, writing, and presentation skills.
• Advanced proficiency with Microsoft PowerPoint, Word, and Excel, and sound judgment using AI-enabled productivity tools.
• Ability to work regularly in person in Arlington/DC and travel locally as client needs require.
• Ability to meet applicable DoD access and suitability requirements.

Responsibilities

• Serve as day-to-day execution lead for an assigned Navy workstream, driving momentum across meetings, decisions, dependencies, and deliverables.
• Build trusted relationships with Navy leaders and staff while collaborating with prime contractors and teammates; maintain a consistent in-person presence in Arlington/DC.
• Bring structure to ambiguous problems and move work from concept through decision, pilot, and implementation planning.
• Plan and conduct interviews, workflow observations, journey mapping, focus groups, and surveys to understand how Sailors, staff, and leaders experience current systems and processes.
• Design and facilitate HCD workshops that surface friction points and produce prioritized, practical solution concepts.
• Synthesize qualitative and quantitative evidence into clear findings, recommendations, and measures of experience improvement.
• Help leaders develop a business-led AI strategy and use-case portfolio tied to mission priorities, user needs, and measurable value.
• Identify and assess high-value capabilities such as journey analytics, AI-supported feedback analysis, and workflow augmentation.
• Translate private-sector AI transformation practices into recommendations that account for Navy operating realities, data constraints, cybersecurity, and acquisition requirements.
• Support business cases, responsible AI controls, human-in-the-loop practices, pilots, and plans for adoption and enterprise scale.
• Assess roles, decision rights, governance forums, and performance routines across a complex, federated organization.
• Support future-state operating model and process design, including accountability, escalation paths, and implementation roadmaps.
• Apply business process reengineering, Lean, and HCD methods to simplify workflows and design measurable, AI-enabled future-state processes.
• Develop stakeholder, communication, training, and AI literacy approaches that help teams adopt new ways of working.

Skills

CX methods

HCD

AI transformation

Executive facilitation

Client relationships

Project leadership

PowerPoint

Education

Bachelor's degree

Tools

PowerPoint

Word

Excel

Job description

Senior Customer Experience & AI Transformation Consultant

Washington, DC - Travel within the DC Metro Area

ASI Government provides government leaders with the expertise they need to navigate acquisition and organizational challenges so they can make an impact and achieve their goals. For over 30 years, ASI has transformed the way government does business, impacting over 70 government agencies across the civilian, defense, and intelligence communities.

Do you thrive on creating unique and impactful value for Federal clients? Are you passionate about partnering with clients and collaborating to create solutions? Do you enjoy the opportunity to drive change that impacts our nation?

We are looking for smart, curious, driven individuals to join us in partnering with our client to help them solve some of the nation’s most challenging problems. ASI Government serves as a trusted adviser to government leaders seeking improved performance, enhanced organization effectiveness, and strategic change.

ASI Government is seeking aSenior Consultant to serve as a dedicated execution lead for strategic planning and AI-enabled organizational transformation work supporting Navy priorities. This role connects customer experience (CX) and human-centered design (HCD) with practical AI adoption, operating model design, and organizational change — working closely with Navy leaders, ASI senior leaders, and an integrated consulting team to turn emerging priorities into well-defined workstreams, facilitated decisions, pilots, and executive-ready products.

The strongest candidate brings credible private-sector transformation experience and understands how organizations redesign work, governance, and user experiences around AI. Prior Navy or DoD experience is strongly preferred but not required for a candidate with the right CX, HCD, AI transformation, and consulting background.

Key Responsibilities

Client Engagement & Workstream Leadership

• Serve as day-to-day execution lead for an assigned Navy workstream, driving momentum across meetings, decisions, dependencies, and deliverables.
• Build trusted relationships with Navy leaders and staff while collaborating with prime contractors and teammates; maintain a consistent in-person presence in Arlington/DC.
• Bring structure to ambiguous problems and move work from concept through decision, pilot, and implementation planning.

Customer Experience & Human-Centered Design

• Plan and conduct interviews, workflow observations, journey mapping, focus groups, and surveys to understand how Sailors, staff, and leaders experience current systems and processes.
• Design and facilitate HCD workshops that surface friction points and produce prioritized, practical solution concepts.
• Synthesize qualitative and quantitative evidence into clear findings, recommendations, and measures of experience improvement.
• Help leaders develop a business-led AI strategy and use-case portfolio tied to mission priorities, user needs, and measurable value.
• Identify and assess high-value capabilities such as journey analytics, AI-supported feedback analysis, and workflow augmentation.
• Translate private-sector AI transformation practices into recommendations that account for Navy operating realities, data constraints, cybersecurity, and acquisition requirements.
• Support business cases, responsible AI controls, human-in-the-loop practices, pilots, and plans for adoption and enterprise scale.
• Assess roles, decision rights, governance forums, and performance routines across a complex, federated organization.
• Support future-state operating model and process design, including accountability, escalation paths, and implementation roadmaps.
• Apply business process reengineering, Lean, and HCD methods to simplify workflows and design measurable, AI-enabled future-state processes.
• Develop stakeholder, communication, training, and AI literacy approaches that help teams adopt new ways of working.

Executive Communication & Facilitation

• Create concise, visually clear executive briefings, decision papers, roadmaps, and progress updates.
• Facilitate working sessions and leadership discussions; document decisions, open questions, and next actions.
• Present complex CX, organizational, data, and AI topics in plain language for senior and mixed technical/nontechnical audiences.

Required

• Bachelor's degree in business, organizational development, psychology, design, public policy, technology, data, or a related field.
• At least 8 years of relevant experience in management consulting, strategy, organizational or digital transformation, customer experience, or a related field.
• Demonstrated experience applying CX or human-centered design methods to complex services, processes, products, or organizations.
• Applied experience supporting AI adoption or AI-enabled transformation (use-case identification, workflow redesign, governance, change, or implementation); machine-learning engineering experience is not required.
• Meaningful private-sector experience with enterprise transformation, digital products, or adoption of emerging technology.
• Experience independently leading a workstream and producing strong deliverables in an ambiguous, fast-moving environment.
• Strong executive facilitation, client relationship, analytical, writing, and presentation skills.
• Advanced proficiency with Microsoft PowerPoint, Word, and Excel, and sound judgment using AI-enabled productivity tools.
• Ability to work regularly in person in Arlington/DC and travel locally as client needs require.
• Ability to meet applicable DoD access and suitability requirements.

Preferred

• Prior Navy experience, especially within headquarters, manpower and personnel, HR, business systems, or digital modernization functions.
• Experience supporting DoD or another large, mission-oriented, federated organization.
• Experience combining qualitative research with surveys, digital analytics, or text analytics.
• Experience with CX/EX platforms, digital adoption analytics, journey analytics, NLP, or AI-assisted analysis of open-ended feedback.
• Experience designing and evaluating pilots and translating results into implementation or scaling plans.
• Current DoD security clearance or recent experience with Navy facility and system access.

Why Join ASI Government?

• Help shape an emerging Navy transformation effort with direct relevance to Sailors, leaders, and the Total Force.
• Work alongside experienced Navy, CX, strategy, organizational development, data, and AI practitioners.
• Help ASI expand its defense CX and AI transformation capabilities in a high-visibility, mission-driven environment.
• Work on high-impact, high-visibility projects that improve government services.
• Collaborate with experienced consultants in strategy, analytics, and organizational development.
• Opportunity for career growth in a dynamic and mission-driven environment.

BENEFITS

ASI Government offers a comprehensive benefit package to our employees. Benefits can be viewed on our careers site .

EQUAL OPPORTUNITY EMPLOYER

ASI Government is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. To view the EEO Is the Law Poster, click here .

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

We 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.

E-VERIFY

ASI Government participates in E-Verify, a service of DHS and SSA. See the E-Verify Notice and Learn About your Right to Work here and here .

REASONABLE ACCOMMODATIONS

ASI is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, please send an email at [e-mail] or call 703-253-6300 and let us know the nature of your request.