Customer Journey Lead (SME) #2942


  • US-VA-Fairfax
  • Project/Program Management
  • Suitability/Public Trust
  • Fully remote
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GovCIO is currently hiring for Customer Journey Lead (SME) to support our client’s contract needs. This position is located in the Raliegh, NC area and will be fully remote position with some intermittent onsite work.


  • Ensures ESSET services align to desired customer outcomes and requirements to maximize value for the customer.
  • Collaborates and co-creates with EPA customers throughout the period of performance to help the GCIO team deliver an end-to-end customer centric experience.
  • Helps define, refine, and co-create experience-level agreements (XLAs) aligned with the customer’s expected outcomes that include elements such as customer satisfaction measures.
  • Conduct organizational studies and evaluations, design systems and procedures, conduct work simplification and measurement studies, and prepare operations and procedures manuals to assist management in operating more efficiently and effectively.
  • Includes program analysts and management consultants.



Bachelor's with 15+ years (or commensurate experience)

Required Skills and Experience

  • Experience as primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and technical performance.


Clearance Required: Able to acquire and maintain EPA Public Trust


Preferred Skills and Experience


  • PMP Certification
  • ITIL Certification


Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.


Posted Pay Range


The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Pay range: $185,000 - $200,000 Annually

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