Sylvie Khajuria Williams

Lead program strategy to develop a Voice of Customer program and identify partnerships for survey deployment.

● Working with a diverse group of partners to improve the digital services IRS delivers to taxpayers and tax professionals.

● Collaborate with the Taxpayer Experience Officer and other senior leadership to establish and execute customer experience initiatives, as well as engage with various levels of agency stakeholders to promote these initiatives.

● Develop implementation of technical and deployment standards of surveys using Qualtrics.

● Provide qualitative research for focus groups and provide identified trends and data results.

● Serve as a technical resource for the delivery of HCD programming & expand the Customer Experience (CX) skill set.

● Identify potential problem areas affecting customer experiences and program operations.

● Assist business leads in the planning, development, and implementation of outreach projects to deliver exceptional customer experiences.

Collaborated with senior executive level leadership to establish and execute customer experience initiatives.

● Assisted states in analyzing and evaluating, using both quantitative and qualitative data, how well their Unemployment Insurance (UI) programs are achieving their established goals and objectives, with their informational websites and applications.

● Applied my expert knowledge of Human Centered Design (HCD) principles to analyze how services and information should be designed and delivered to be most effective and efficient for the users – both claimants and employees.

● Developed customer experience strategies to align with Departmental priorities and improve service delivery within the Unemployment Insurance programs across the States.

● Published foundational guidelines for state Labor agencies to incorporate into their unemployment programs to improve Claimant Experience in their digital service design and delivery: CX Principles in UI.

● Presented a CX webinar for state workforce agencies to define CX, including metrics.

● Created a Community of Practice around CX for the state workforce agencies to facilitate open discussion around CX principles and metrics.

● Assisted the State Workforce Agencies in Implementing customer experience frameworks that emphasize data-driven decision-making, user-centric design, and measurable improvements in customer satisfaction.

● Participated at professional conferences, intra & inter-agency workgroups to advance understanding of CX.

● Led a team of contractors through the agile development lifecycle. Facilitated daily stand-up and bi-weekly sprint planning meetings. Successfully delivered all projects on time by implementing a workload management system and prioritizing tasks effectively.

● Partnered with NJ and IL state workforce agencies to conduct in-depth user research on unemployment insurance applications, identifying user needs and pain points.

● Gathered user feedback on potential screen layouts using mockup prototypes for usability testing.