Full-Time Customer Experience and Adoption Specialist

• Assist in refining an Experience Strategy Framework.
• Facilitate design thinking workshops across the Product portfolio.
• Support Agile Product lines with defining and implementing their user experience functions.
• Build and support modern training and customer adoption capabilities to improve customer engagement and outcomes over the product lifecycle.
• Review EHR solution vendor strategies and deliverables related to training and other documents for accuracy and completeness.
• Coordinate distribution of training materials to content reviewers according to the Master Tracker schedule.
• Work with end users, solution vendors and the government team to identify relevant workflows, In-Processing Support Documents (IPSDs), Jobs Aides, and Tips Sheets.
• Perform training content reviews covering master facilitator guides, user agendas, competence assessments, and computer-based training (CBT) updates based on Product Improvement Engineering (PIE), Blocks and Stages updates.
• Coordinate government portal content and updates with key stakeholder.
• Participate in key sustainment training coordination meetings and activities.
• Provide training support, including participating in training planning, presentations, and demos, creating tip sheets and instructional flyers around typical releases.
• Assess and provide feedback on training materials effectiveness to support end-user adoption of EHR and associated business processes changes.
• Review training content (i.e., review CBT and Instructor-Led Training (ILT) materials).

• Evaluates internal processes and identifies opportunities for improvements.
• Undertakes unique organization challenges as they emerge.
• Gathers key performance indicator data for functions being reviewed; evaluates current state, and proposes future state goals and objectives.

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