Customer Experience Subject Matter Expert

Job Description

Job Description

Customer Experience Subject Matter Expert (SME)

Location : Hybrid (Remote with occasional travel to client sites) Employment Type : Consulting Role Salary : Competitive, commensurate with experience

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About Essnova

Essnova Solutions, Inc. is an Inc. 500 federal contractor and SBA 8(a) / HUBZone-certified small business uniquely positioned for explosive growth. With access to powerful contract vehicles—including GSA OASIS+, Seaport NxG, FAA eFAST, GSA MAS, and 8(a) STARS III—and deep capabilities in IT, Cybersecurity, Healthcare, Geospatial, and Environmental services, Essnova brings proven excellence, necessary clearances, and ISO and CMMI Level 3 certifications backed by exceptional past performance.

Building on this foundation, Essnova is expanding its leadership in federal consulting through a Customer Experience Center of Excellence (CX CoE). The CX CoE is dedicated to helping federal agencies elevate customer satisfaction programs, implement survey research and advanced analytics, and align with evolving OMB requirements for High Impact Service Providers (HISPs).

We are seeking a Customer Experience SME with the strategic acumen and meticulous organizational skills to keep our contracts, SMEs, and CX initiatives aligned and efficient. This role offers the opportunity to shape the backbone of Essnova’s CX practice, ensuring our growth is matched by rigor, compliance, and innovation in service delivery.

What You Will Do

Strategic Advisory & Thought Leadership

• 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

Program Design & Implementation

Regulatory & Compliance Expertise

Center of Excellence Leadership

Requirements

Experience

Federal Government Expertise

Preferred Qualifications

Equal Opportunity Employer

Essnova is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.