Customer and Employee Service Design (CX/EX)

CLIENT:

Department of Labor (DOL), Veteran’s Employment and Training Services (VETS)

Context / Challenge: Summary: I led two Technical Assent teams supporting the Department of Labor (DOL) Veterans' Employment and Training Service (VETS) to enhance service delivery for the Jobs for Veterans State Grants (JVSG) and the Homeless Veterans’ Reintegration Program (HVRP). These programs support workforce agencies and grantees in providing employment services and job training for veterans.

I ensured progress remained aligned with strategic goals. I managed seven workstreams and an $11.2M budget, supporting 52 state and territory workforce agencies and hundreds of grantees, ultimately improving service delivery for more than 15,000 veterans annually. Through research, my team identified nine key insights for JVSG and eight for HVRP, uncovering opportunities to enhance communication, marketing, knowledge management, and data collection. I was brought on to accelerate the design and prototyping of service improvements.

Approach: I led the design and prototyping of CX-driven service improvements while ensuring strategic execution. My approach emphasized:

  • Human-centered design to align solutions with veterans' and workforce agencies' needs

  • Service design strategies to optimize program efficiency and effectiveness

  • Proactive risk mitigation to keep projects on track

  • Facilitating collaboration with stakeholders, ensuring alignment and adoption

Throughout the engagement, I ensured that our work remained focused on feasibility, viability, and desirability—refining solutions based on real user feedback and program constraints. My leadership emphasized structured decision-making, enabling the team to rapidly test and iterate on service improvements.

Impact: The project resulted in eight service improvement recommendations, refined into four high-impact solutions that expanded veterans’ access to job training and reintegration services, optimized service delivery, and introduced sustainable operational improvements. Despite both contracts being terminated for convenience (T4C), all workstreams were completed on time and within budget, reinforcing the value of CX-driven strategies in government services. My leadership helped establish a more efficient, effective, and veteran-centric support system that continues to drive impact.