Dr. Richard Linton is a clear experience management (XM) champion and trailblazer. He is forging a path within the Department of the Navy to create a culture of listening. Through his leadership, the Navy Survey Program Office is professionalizing how the Navy listens, understands, and acts on insights across the force. He is a tireless advocate for applying experience management principles, particularly the use of world-class technology, to support part of the Navy’s mission to “invest in the health, readiness, capability, and the leadership ability of our force.”

 

Dr. Linton has developed partnerships with key leaders across the Navy and Department of Defense, sharing the impact collecting meaningful insights can have on readiness, wellness, and retention. The impacts of his efforts are spreading fast and wide. Dr. Linton, through his expertise and vision, has assisted other Navy organizations in building their own programs with the intent of scaling to a robust customer experience management capability.

 

Leaders in any organization can have blind spots, not able to clearly see what others are experiencing. Dr. Linton is implementing a more robust listening program and making powerful tools available across the Navy. He is putting the Navy on a pathway towards better understanding the varied journeys Sailors, families, and employees have. This program provides actionable information to leaders, helping them make decisions that positively impact the Sailor experience. With much at stake, Dr. Linton is going above and beyond to provide the Navy with the tools it needs to support its mission and people.