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Office of Diversity and Inclusion (ODI)

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Customer Experience Strategy Team

TThe mission of the Office of Diversity and Inclusion Customer Experience (CX) Strategy Team is to build a customer-centric culture characterized by "customer-first thinking" approaches aligned to the Department's diversity and inclusion strategic plans that improve the end-to-end customer experience and create lasting value for the organization.

Key functions include:

  • Measurement: Define and institute CX outcome measures to ensure that accountability improves service delivery;
  • Governance/Strategy: Institutionalize CX and incorporate customer perspective that ensures CX aligns with broader mission goals;
  • Culture/Organization: Promote the acquisition and development of the talent required to incorporate and improve CX within the organization;
  • Customer Understanding: Conduct research across org customer segments/ to better learn needs; and
  • Service Design: Adopt customer-focused approach to the implementation of services involving and engaging customers in iterative development.