CUSTOMER EXPERIENCE TRAILBLAZER
With 12 years of service at Federal Student Aid (FSA), Nicole has devoted her working career to fighting for the consumer and FSA customer. From managing Customer Listening meetings bringing together different FSA departments to focus on customer issues, to managing FSA’s Voice of the Customer (VoC) program to help meet OMB requirements around CX, Nicole has been a true champion of the consumer at FSA.
Nicole played a key role in the formation of the ‘Customer Listening’ program which brought together multidisciplinary teams from across FSA to share the customer pain points identified over the previous month and to collaborate on how FSA should prioritize and fix the issues that were occurring. These customer listening initiatives are still running monthly today (now led by Nicole) and play a key role in the FSA customer-centric mission focus - attended by around 100+ staff from FSA from the Chief Operating Officer (COO) of FSA to teams at the forefront of customer experience in the contact center and managing digital properties. When OMB released Circular A-11 Section 280 requirements, Nicole led the initiative to translate the requirements into actions that FSA as a High Impact Service Provider (HISP) could execute. The program has been recognized as one of the leading programs in Government for its ability to meet the ask from A-11, all while other agencies are still debating where to get started.
Nicole has dedicated her career to focusing on improving the customer experience when interacting with FSA. In every area where Nicole has worked at FSA she has had a significant impact on CX, leading the way with new initiatives as well as laying the foundations for those innovations and processes to become systemic in nature and part of the standard FSA operating culture. This focus on the customer has led to direct measurable success as can be seen with the continual rising satisfaction scores with FSA as well as the continued innovations from FSA focused on the customer.