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Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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If you need assistance or a reasonable accommodation to complete your application, we're here to help. Please reach out to us at talent@bixal.com and let us know how we can support you. You do not need to share personal details or disclose the nature of your request.  You can expect a response from a team member within 24 hours during the regular work week and on the next operating day during the weekend or holidays.

Why Bixal?

Bixal is a consulting company headquartered in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.

Our values:

• People-First: Emphasizing the importance of people in all aspects of work.
• Collaboration and Transparency: Valuing teamwork and open communication.
• Growth Mindset: Encouraging innovation and continuous improvement.
• Creating Lasting Impact: Focusing on meaningful outcomes and positive change.

About the role:

We’re seeking a principal-level Customer Experience (CX) Strategist to lead a cross-functional team supporting the Alcohol and Tobacco Tax and Trade Bureau (TTB). In this role, you will lead the strategic development and execution of TTB’s CX strategy, guiding cross-functional teams to deliver impactful solutions that drive trust and user satisfaction. You’ll guide TTB’s broader design and operational initiatives and improve their organizational CX maturity by identifying high-impact opportunities for CX improvement and leading the work to rapidly prototype and improve TTB’s services while building staff CX and product capabilities through participatory research and design, and ongoing stakeholder engagement in the HCD process.

This is a full-time position contingent on contract award by our client, with a defined performance period of one year with two one-year option periods. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success.

Compensation:

The salary range for this role is $120,000 – $130,000. In the spirit of transparency, most offers tend to land near the midpoint of the range. We make compensation decisions thoughtfully, considering your experience, the skills you bring, and our commitment to internal equity. Fairness and transparency are core to how we operate.

Responsibilities:

• Lead TTB’s work defining “crosscutting” services; describing customers journeys, top tasks, and jobs-to-be-done that take place across TTB’s program-specific systems and teams.

• Foster collaboration among services owners and cross-functional teams and resources to establish and operationalize TTB’s CX and product vision and enable impactful tactical improvements to services.

• Provide strategic direction to the contract Prototype Team to ensure alignment with user needs and agency goals.

• Develop and document the Service Design Team’s structure and operating model, roles, and processes, creating artifacts that will enable TTB to continuously improve its operations.

• Participate in quarterly product increment (PI) planning and negotiate minimum viable products (MVPs) with development teams.

• Document key decisions and establish service or design patterns to ensure continuity and long-term success.

• Participate in succession planning for key roles TTB will need to staff and ensure a smooth transition and transfer of knowledge to TTB staff.

• Lead workshops and drive executive and stakeholder engagement on product management and CX best practices.

• Other relevant duties as assigned, as trained and qualified to perform.

Qualifications:

• Bachelor Degree, plus at least five (5) years of relevant experience

• Proven progressive experience in customer experience (CX) strategy, human-centered design (HCD), or service design leadership roles.

• Experience leading cross-functional, agile design teams, preferably in large, complex organizations.

• Demonstrated ability to drive organizational adoption of CX, HCD, and product best practices.

• Demonstrated ability to foster collaboration among cross-functional teams, partners, and stakeholders to align on a shared vision, translate strategy into action, and drive meaningful service improvements.

• Strong strategic communication and storytelling skills, with a track record of delivering persuasive presentations and written guidance to executive stakeholders.

• Experience developing or guiding digital or service strategies across varied customer segments and managing multiple priorities in high-paced environments.

• Awareness of how AI-enabled tools can support CX and product practices — including opportunities to accelerate research synthesis, inform strategic prioritization, or enhance data-driven decision-making across service improvement efforts.

• Proficiency in collaborative tools such as Microsoft Office, Mural, and Miro.

• Strong organizational skills with acute attention to detail and a commitment to quality.

• Ability to obtain and maintain a Public Trust clearance.

Nice to Have Skills and Experience:

• Certification or formal training in CX methodologies, HCD, or service design (e.g., CCXP, IDEO U, Nielsen Norman Group).

• Prior experience working in federal government or with public sector transformation initiatives.

• Background in consulting or working with digital service agencies.

• Experience collaborating with Agile software development teams and familiarity with tools like Jira or Trello.

• Familiarity with the U.S. Digital Services Playbook, OMB A-11 Section 280, and other federal CX policies.

How We Support Our Team:

• Flex hours
• 401K with matching incentive
• Parental Leave
• Medical/dental/vision benefits
• Flex Spending Account
• Company provided short-term disability and life insurance
• Commuter benefits
• Paid Time Off (PTO)
• 11 Paid holidays

Our company is committed to providing equal employment opportunities for all individuals and complies with all applicable federal, state, and local anti-discrimination laws. Employment decisions are based on merit, qualifications, and business needs.