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Join to apply for the CX Innovation Lead role at Tria Federal (Tria) 1 week ago Be among the first 25 applicants Join to apply for the CX Innovation Lead role at Tria Federal (Tria) Get AI-powered advice on this job and more exclusive features. Who We Are Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible. Who We Are Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible. Job Description: We are seeking a visionary and execution-oriented CX Innovation Lead to drive next-generation customer support strategies across our platforms. This role will lead the design and implementation of intelligent, scalable, and user-centric customer experience innovations—including AI-powered interactions, omnichannel support models, and automated workflows. You will work at the intersection of technology, user experience, and service delivery , partnering closely with Product, Operations, IT, and Client stakeholders to elevate how customers engage with our support services. Basic Requirements Bachelor’s degree in Business, Human-Centered Design, Computer Science, or related field (Master’s a plus). 7+ years of progressive experience in customer experience, digital transformation, or product innovation. Strong understanding of CX tools (e.g., NICE CXone, ServiceNow, AWS Connect, QuickSight). Knowledge of AI/ML applications in customer service (e.g., chatbots, sentiment analysis). Hands-on experience with agile methodology, journey mapping, and CX design thinking. Excellent communication, leadership, and cross-functional collaboration skills. Must have experience working in healthcare, government, or regulated environments with >100,000 inquiries/month. Responsibilities CX Strategy & Innovation Develop and lead the customer experience innovation roadmap aligned with company and client priorities. Identify and evaluate emerging technologies (AI, chatbots, IVA/IVR, WFM, self-service tools) for practical implementation. Champion the adoption of omnichannel experiences and ensure seamless integration across touchpoints (chat, phone, web, email, self-service). Design and implement experiments or POCs to test innovative CX solutions, measure impact, and scale successful pilots. Stakeholder Collaboration Serve as the CX innovation point-of-contact for internal business units, client teams, and strategic partners. Translate customer insights and analytics into actionable opportunities. Collaborate with IT and engineering teams to operationalize customer-facing technologies (ServiceNow, CXone, QuickSight, etc.). Customer Insights & Data-Driven Design Analyze customer journeys, behaviors, and friction points to recommend design improvements. Leverage data from voice of the customer (VoC) programs, surveys, chat transcripts, call logs, and ticket metadata. Continuously monitor CX KPIs (NPS, CSAT, FCR, ASA) and recommend tactical innovations to improve metrics. Thought Leadership & Change Management Lead CX innovation workshops with business owners, end users, and partners. Stay abreast of industry trends and competitor strategies in digital customer support. Foster a culture of innovation, customer empathy, and continuous improvement. Public Trust Clearance: This role will require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship. As partners in our team's success, we offer a comprehensive compensation structure that includes competitive base salaries, performance-based incentives, spot bonuses, referral bonuses, and more. Why Tria? What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success. As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow. California Consumer Privacy Act (CCPA) We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Product Management and Marketing Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Tria Federal (Tria) by 2x Get notified about new Innovation Lead jobs in Maryland, United States . 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