Lead Customer Experience; CX Strategist

Join to apply for the Lead Customer Experience (CX) Strategist role at Bixal

Join to apply for the Lead Customer Experience (CX) Strategist role at Bixal

Important Notice for Applicants:
At Bixal, we want to ensure a transparent and secure application process for all candidates. Official communication will come from an email address ending in  or from  Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included.

Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Need Assistance or a Reasonable Accommodation?
If you need assistance or a reasonable accommodation to complete your application, we're here to help. Please reach out to us at talentand let us know how we can support you. You do not need to share personal details or disclose the nature of your request. You can expect a response from a team member within 24 hours during the regular work week and on the next operating day during the weekend or holidays.

Important Notice for Applicants:
At Bixal, we want to ensure a transparent and secure application process for all candidates. Official communication will come from an email address ending in  or from  Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included.

Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Need Assistance or a Reasonable Accommodation?
If you need assistance or a reasonable accommodation to complete your application, we're here to help. Please reach out to us at talentand let us know how we can support you. You do not need to share personal details or disclose the nature of your request. You can expect a response from a team member within 24 hours during the regular work week and on the next operating day during the weekend or holidays.

Bixal is a consulting company headquartered in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.

Our values:

• People-First:
  Emphasizing the importance of people in all aspects of work.
• Collaboration and Transparency:
  Valuing teamwork and open communication.
• Growth Mindset:
  Encouraging innovation and continuous improvement.
• Creating Lasting Impact:
  Focusing on meaningful outcomes and positive change.

About the role:

We’re seeking a principal-level Customer Experience (CX) Strategist to lead a cross-functional team supporting the Alcohol and Tobacco Tax and Trade Bureau (TTB). In this role, you will lead the strategic development and execution of TTB’s CX strategy, guiding cross-functional teams to deliver impactful solutions that drive trust and user satisfaction. You’ll guide TTB’s broader design and operational initiatives and improve their organizational CX maturity by identifying high-impact opportunities for CX improvement and leading the work to rapidly prototype and improve TTB’s services while building staff CX and product capabilities through participatory research and design, and ongoing stakeholder engagement in the HCD process.

This is a full-time position contingent on contract award by our client, with a defined performance period of one year with two one-year option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates…