With her exceptional skills in intergovernmental collaboration, creativity, and flexibility, Stephanie Moore, a Customer Experience (CX) Strategist at the Department of Homeland Security (DHS), has made significant contributions to improving CX and service delivery. Despite having only two years of public service and no formal CX training, Stephanie has led transformative initiatives within DHS.

 

One notable achievement is her role in securing $51 million of Technological Modernization Funding for six agencies involved in the Southwest Border Technology Integration Program. This program enhances border flow and capacity management, improves transparency, and streamlines processing, resulting in a more humane management of the immigrant population and a more efficient working environment for DHS employees.

 

As the lead of the DHS CX Steering Committee (CXSC), Stephanie has facilitated cross-component collaboration and knowledge sharing to improve customer experiences. Under her guidance, the CXSC has accomplished various projects, including establishing a Field Advisory Council, assisting agencies in meeting CX commitments, incorporating CX goals in performance plans, and integrating CX in planning and budgeting processes.

 

Stephanie's leadership also led to the successful launch of the first-ever DHS CX Demo Day, showcasing CX best practices across the department. Her commitment to building relationships and advancing CX efforts has been highly praised by colleagues and partners from OMB and various DHS components. Through her remarkable achievements, Stephanie has played a vital role in driving CX improvements, fostering collaboration, and positively impacting the public's perception of government services. Her dedication and leadership serve as a model for her peers, making her a rising star in the field of customer experience.