Essnova Solutions, Inc. · 3 weeks ago
Customer Experience Subject Matter Expert
United States
Contract
Remote
Senior Level
7+ years expEssnova Solutions, Inc. is an Inc. 500 federal contractor and SBA 8(a)/HUBZone-certified small business. They are seeking a Customer Experience Subject Matter Expert to advise federal agencies on customer experience strategy, lead survey program development, and ensure compliance with federal mandates.
ComputerSoftware
No H1B
Security Clearance RequiredU.S. Citizen OnlyHiring Manager
Leah Santa-Cruz
Responsibilities
Advise federal agency executives on customer experience strategy aligned with OMB Circular A-11, the 21st Century IDEA, and agency-specific frameworks
Design comprehensive CX measurement programs incorporating multi-mode survey administration, real-time feedback systems, and voice-of-customer analytics
Lead end-to-end survey program development from initial concept through OMB clearance, fielding, analysis, and continuous improvement
Design survey instruments using cognitive testing, plain language principles, and accessibility standards (Section 508 WCAG 2.1 AA)
Develop sampling strategies that achieve statistical precision requirements (e.g., 95% confidence ±5% margin) across complex populations
Create comprehensive evaluation frameworks balancing quantitative metrics with qualitative insights from focus groups and interviews
Navigate OMB Paperwork Reduction Act (PRA) clearance processes, including preparation of Supporting Statements (Parts A & B), burden analyses, and non-substantive change requests
Ensure compliance with federal mandates including Treasury Regulation 801 (Balanced Measures), High Impact Service Provider requirements, and Privacy Act/SORN obligations
Develop data protection strategies meeting IRS Publication 1075, FISMA, and FedRAMP standards for Federal Tax Information and controlled unclassified information
Design advanced analytical frameworks including driver analysis, segmentation modeling, predictive analytics, and text mining of open-ended feedback
Build Essnova CX CoE from concept to operational excellence, establishing methodologies, tools, training programs, and knowledge management systems
Mentor junior consultants on customer experience principles, survey methodology, federal compliance, and stakeholder engagement
Develop reusable assets including survey templates, analysis scripts, training materials, and proposal content
Represent Essnova at federal CX forums, conferences, and client engagements as a recognized thought leader
Qualification
Required
7+ years of customer experience leadership in federal government consulting or agency environments
Advanced proficiency in Qualtrics, Medallia, SurveyMonkey, or similar enterprise platforms (FedRAMP authorization preferred)
Direct experience with OMB Circular A-11 requirements, High Impact Service Provider designations, and federal customer satisfaction mandates
Proven track record implementing large-scale survey programs (5,000+ completes annually) across multiple modes (web, mail, phone, SMS)
OMB Paperwork Reduction Act expertise including successful clearance package submissions and approval within 6-12 month timelines
Statistical sampling and analysis proficiency with demonstrated ability to design stratified random samples meeting precision requirements
Experience with IRS, SSA, CMS, VA, or other High Impact Service Providers
Security clearance (active Secret or higher) or ability to obtain clearance
Prior consulting experience with top-tier firms
Net Promoter Score (NPS), Customer Satisfaction Index (CSI), and Customer Effort Score (CES) methodologies
Text analytics and sentiment analysis using NLP/AI for open-ended comment processing
Deep understanding of federal CX frameworks: OMB A-11, Treasury Balanced Measures, Customer Experience Executive Order 14058, 21st Century IDEA
Experience with PCLIA/PIA requirements, Federal Tax Information (FTI) protection (IRS Pub 1075), and FISMA compliance
Expertise designing surveys for phone, mail, online, mobile, and in-person touchpoints
Familiarity with government contracting environments, CPARS evaluation criteria, and quality assurance standards
Preferred
Master degree or higher in Psychology, Social Sciences, Statistics, Public Policy, Survey Methodology, or related field
Professional certifications (preferred): Certified Customer Experience Professional (CCXP), Project Management Professional (PMP), or equivalent
Bilingual capabilities (English/Spanish) for survey translation and cultural adaptation
Company
Essnova Solutions, Inc.
Ranked at 163 in the INC.
11-50 employees
Funding
Current Stage
Early StageRecent News
Business Journals
2022-03-04
Business Journals
2022-01-21
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