Senior Experience Partner

United StatesRemoteFull-timesenior

OtherPartner

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Quick Summary

Requirements Summary

7–10 years of experience in digital services, program or project portfolio management, including scoping, delivery, quality assurance, and program growth.

Technical Tools

OtherPartner

This is a strategic, customer-facing leadership role focused on helping public-sector organizations improve citizen and community experiences through technology, services, and data.
You will manage strategic customer relationships and serve as a trusted adviser to senior government stakeholders.
The role spans pre-sales, program delivery, customer success, account growth, and strategic experience design.
You will combine expertise in digital services, customer experience, public engagement, communications, and transformation to shape high-impact solutions.
The position offers significant ownership of a portfolio of customer programs, including revenue protection, growth, executive engagement, and delivery alignment.
You will collaborate closely with delivery, sales, strategy, product, and leadership teams while bringing customer insights back into the organization.
This is a hybrid opportunity for a commercially minded experience leader who thrives in complex, relationship-driven public-sector environments.

Develop, grow, and manage strategic relationships across an assigned portfolio of government customers and programs.
Serve as a trusted strategic adviser and industry subject matter expert in government customer experience, public engagement, communications, consultation, digital services, and transformation.
Own a book of business and act as the primary point of contact for assigned programs, ensuring strong alignment with customer objectives.
Lead pre-sales alignment, experience definition, project kickoff, strategic program reviews, and post-sales customer engagement.
Create and deliver compelling presentations, proposals, and experience strategies tailored to customer and prospect needs.
Bring industry expertise, experience design, data insights, and technical knowledge to drive stronger customer and program outcomes.
Support delivery teams in managing scope, timelines, execution, quality, and customer acceptance.
Build executive relationships and maintain regular customer engagement to identify needs, address challenges, and strengthen long-term partnerships.
Protect existing program revenue by proactively identifying risks, mitigating churn, and maintaining strong customer relationships.
Drive organic growth through direct upsells, cross-selling opportunities, and creation of demand for additional services and solutions.
Identify opportunities for customer recognition, engagement, and expanded partnerships.
Work with leadership to shape new services and offerings based on customer needs, market insights, and emerging opportunities.
Serve as the voice of the customer, communicating their needs, concerns, and feedback internally to improve solutions, services, and processes.
Support and mentor internal teams in consultative solution development, sales, strategy, implementation, and professional growth.
Represent the organization through speaking engagements, panels, industry events, and other internal or external forums focused on public-sector customer experience, digital communications, data, and transformation.
Ensure appropriate handling of information and customer data in accordance with security, privacy, and organizational requirements.

Requirements

~1 min read

7–10 years of experience in digital services, program or project portfolio management, including scoping, delivery, quality assurance, and program growth.
Experience with human-centered design principles and approaches is preferred.
Demonstrated ability to serve as a trusted strategic adviser to senior government leaders and manage expectations across executive stakeholders.
Strong commercial acumen and a proven track record of customer or project P&L management.
Passion for public service, citizen engagement, service transformation, and effective communication.
Exceptional interpersonal and relationship-building skills across all levels, including C-suite executives, customers, and cross-functional teams.
Strong problem-solving abilities with the flexibility to manage day-to-day execution while adapting quickly to changing priorities and finding creative solutions.
Ability to thrive in a lean, proactive, self-directed environment with a high degree of ownership.
Strong organizational skills and the ability to manage multiple programs, customer priorities, and commercial objectives simultaneously.
Commitment to diverse perspectives, collaborative problem-solving, and consideration of different ideas.
Willingness and ability to participate in in-person customer meetings and travel when required by customer needs.
U.S. military veteran status is required for this position, and applicants must be able to verify veteran status during the hiring process.