Customer Experience Officer

The Customer Experience Officer is essential to addressing critical user experience challenges, performance improvement, and strategic alignment.

Leadership

Photograph of Savanrith Kong       

Mr. Savanrith "Savan" Kong serves as the Customer Experience Officer (CXO) in the Office of the DoD Chief Information Officer (CIO). In this role, Mr. Kong leads the CXO Portfolio Management Office (PfMO) and is responsible for the Department’s execution of user experience (UX) initiatives. Mr. Kong is responsible for building a common understanding of the most critical UX challenges, gaps, and opportunities; creating a UX culture in the Department; and defining approaches, tools, methodologies, and processes to address prioritized UX improvements.
Photograph of Robert Franzen       

Mr. Robert Franzen, Jr serves as the CXO PfMO Deputy in the Office of the DoD CIO. In this capacity, Mr. Franzen assists the CXO in advising the DoD CIO on strategic planning, governance, performance improvement/analysis, and UX. Mr. Franzen manages the day-to-day operations of the CXO organization, leading a diverse team of civilian and contractor personnel.

Overview

DoD SealThe DoD Customer Experience Officer (CXO) Portfolio Management Office (PfMO) serves as the principal advisor to the DoD CIO, Principal Deputy CIO, and other senior leaders for the enhancement of customer experience. The Office of CXO leads Department information technology (IT) strategic initiatives, studies, and analysis designed to optimize UX. By centralizing governance, oversight, and human-centered design, CIO is transforming the way the DoD delivers services and interacts with its users.

Key Responsibilities and Benefits:

  • Intake: Advocates innovation into the governance and decision-making process through the solicitation and introduction of ideas, creative perspectives, cutting-edge approaches, and proposed requirements.
  • Performance Analysis and Improvement: Responsible for analyzing, monitoring, and advising the DoD CIO on organizational performance.
  • Strategic Planning: Architects the DoD CIO’s future, navigating it through a dynamic and competitive landscape via the formulation, implementation, and adaptation of strategic initiatives.
  • User Experience: UX design offers strategic advantages by boosting operational effectiveness, enhancing the UX for DoD personnel, and contributing to the successful execution of missions.
  • Administers the Department’s Annual IT Awards program.