Senior Director, Human-Centered & Innovation

Responsibilities

At Noblis, we bring the best of science, technology, and strategy to solve complex challenges in the public interest. We are seeking a Senior Director for Human-Centered Experience Transformation to operationalize and scale enterprise experience initiatives under the strategic direction of the Chief Experience Officer (CXO).

This role sits at the intersection of customer experience, human-centered design, experiential engagement, and mission-focused transformation, with responsibility for translating enterprise experience strategy into scalable operational practices, differentiated client engagement models, and immersive mission-centered experiences.

The successful candidate will lead cross-functional efforts that improve how Noblis designs, delivers, and activates mission experiences across physical, digital, and hybrid environments while partnering closely with enterprise leaders to strengthen experiential quality, innovation adoption, and client engagement effectiveness.

This position is designed to complement and operationalize the strategic vision of the CXO organization while partnering collaboratively with enterprise stakeholders across growth, technology, mission delivery, and corporate Vision 2030 branding and communications functions.

• Lead customer-facing experience assessments and discovery engagements to identify mission experience gaps, user friction points, and opportunities for measurable improvement aligned to enterprise CX priorities.

• Facilitate CX Playbook refinement and activation sessions with Mission Area teams to ensure alignment with enterprise experience standards, operational realities, and evolving agency needs.

• Drive cross-functional CX Playbook execution in partnership with Mission Area teams, translating assessment findings into actionable improvement initiatives with clear accountability structures and measurable outcomes.

• Promote cross-Mission Area collaboration and calibration by identifying patterns, sharing best practices, and improving consistency in experience delivery approaches.

• Design and refine end-to-end user journeys across customer, partner, and employee experiences based on mission and operational needs.

• Implement scalable experience frameworks, playbooks, and measurement approaches that support adoption, consistency, and measurable mission impact.

• Partner with business and technical leaders to embed customer experience principles into solution development, mission delivery, and service modernization efforts.

• Apply human-centered design methodologies, including design thinking and workshop facilitation approaches, to complex mission and organizational challenges.

• Support the CXO in advancing enterprise-wide adoption of human-centered methodologies across mission and solution delivery environments.

• Facilitate executive-level working sessions that align stakeholders, uncover unmet needs, and accelerate decision-making.

• Translate research and stakeholder insights into actionable concepts, prototypes, and scalable operational improvements.

• Help teams move from purely requirements-driven execution toward insight-driven mission innovation and improved user adoption.

• Support differentiated growth opportunities through experience-centered solution development and mission engagement strategies.

• Increase adoption of user-centered practices across delivery, engineering, and solution architecture teams.

• Lead the design and activation of innovation environments and client engagement spaces, including Noblis’ Inspiration HQ and immersive mission engagement environments.

• Support the launch and enhancement of flagship experiential environments and end-to-end client engagement journeys.

• Develop immersive, mission-relevant experiences that demonstrate capabilities, future-state concepts, and differentiated approaches to mission delivery.

• Integrate physical, digital, and hybrid touchpoints into cohesive engagement experiences.

• Help position immersive and experience-centered…