Remote Customer Experience Subject Matter Expert

Customer Experience Subject Matter Expert (SME)Location: Hybrid (Remote with occasional travel to client sites)Employment Type: Consulting RoleSalary: Competitive, commensurate with experience_____________________________________________________________________________About EssnovaEssnova 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 Contracts Manager 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 DoStrategic Advisory & Thought LeadershipAdvise federal agency executives on customer experience strategy aligned with OMB Circular A-11, the 21st Century IDEA, and agency-specific frameworksDesign comprehensive CX measurement programs incorporating multi-mode survey administration, real-time feedback systems, and voice-of-customer analyticsProgram Design & ImplementationLead end-to-end survey program development from initial concept through OMB clearance, fielding, analysis, and continuous improvementDesign 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 populationsCreate comprehensive evaluation frameworks balancing quantitative metrics with qualitative insights from focus groups and interviewsRegulatory & Compliance ExpertiseNavigate OMB Paperwork Reduction Act (PRA) clearance processes, including preparation of Supporting Statements (Parts A & B), burden analyses, and non-substantive change requestsEnsure compliance with federal mandates including Treasury Regulation 801 (Balanced Measures), High Impact Service Provider requirements, and Privacy Act/SORN obligationsDevelop data protection strategies meeting IRS Publication 1075, FISMA, and FedRAMP standards for Federal Tax Information and controlled unclassified informationDesign advanced analytical frameworks including driver analysis, segmentation modeling, predictive analytics, and text mining of open-ended feedbackCenter of Excellence LeadershipBuild Essnova CX CoE from concept to operational excellence, establishing methodologies, tools, training programs, and knowledge management systemsMentor junior consultants on customer experience principles, survey methodology, federal compliance, and stakeholder engagementDevelop reusable assets including survey templates, analysis scripts, training materials, and proposal contentRepresent Essnova at federal CX forums, conferences, and client engagements as a recognized thought leaderExperience7+ years of customer experience leadership in federal government consulting or agency environmentsSurvey platforms: 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 mandatesProven 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 timelinesStatistical sampling and analysis proficiency with demonstrated ability to design stratified random samples meeting precision requirementsExperience with IRS, SSA, CMS, VA, or other High Impact Service ProvidersSecurity clearance (active Secret or higher) or ability to obtain clearancePrior consulting experience with top-tier firmsNet Promoter Score (NPS), Customer Satisfaction Index (CSI), and Customer Effort Score (CES) methodologiesText analytics and sentiment analysis using NLP/AI for open-ended comment processingFederal Government ExpertiseDeep understanding of federal CX frameworks: OMB A-11, Treasury Balanced Measures, Customer Experience Executive Order 14058, 21st Century IDEARegulatory navigation: Experience with PCLIA/PIA requirements, Federal Tax Information (FTI) protection (IRS Pub 1075), and FISMA complianceMulti-channel measurement: Expertise designing surveys for phone, mail, online, mobile, and in-person touchpointsFederal procurement: Familiarity with government contracting environments, CPARS evaluation criteria, and quality assurance standardsPreferred QualificationsMaster degree or higher in Psychology, Social Sciences, Statistics, Public Policy, Survey Methodology, or related fieldProfessional certifications (preferred): Certified Customer Experience Professional (CCXP), Project Management Professional (PMP), or equivalentBilingual capabilities (English/Spanish) for survey translation and cultural adaptationEqual Opportunity EmployerEssnova 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.