Anne McDermott is a customer-centric, solution-oriented leader with 19 years of diverse experience. As the Director of Customer Success and Human-Centered Design at Ventech Solutions, she currently serves as the HCD Lead for the CCSQ Service Center program.With over a decade of experience supporting the Centers for Medicare & Medicaid Services (CMS), Anne has been instrumental in leading key initiatives. She has overseen the design, development, and implementation of multiple healthcare payment model platforms at the CMS Innovation Center (CMMI), led the creation of a custom Salesforce application for cloud spending oversight at CMS CCIIO, and most recently, spearheaded efforts to improve customer experience across value streams as part of the CCSQ HIDS contract. Additionally, Anne founded Ventech’s Human-Centered Design (HCD) program, driving innovation and enhancing user experiences across the organization.In her current role with the CCSQ Service Center, Anne leads several customer experience (CX) initiatives to improve overall satisfaction with Service Center interactions. Her efforts include enhancing self-service options within CCSQ Support Central, fostering stronger collaboration with partner teams, and leveraging data-driven insights to support informed decision-making.As a leader and manager, I am successful when my team is thriving. I encourage transparency and seek to amplify their skills so they can feel empowered to make decisions, propose ideas, and lead by example. Outside of work, Anne is a Mom of two energetic boys, an enthusiastic cook, traveler, and bookworm and am always looking for a way to make a positive difference.Specialties: Project Management | Program Management | Customer Success Strategy and Delivery | Salesforce | Customer Service | Human-Centered Design (HCD) | Client Relationship Management | Talent Acquisition | Information Technology Staffing | Contract Negotiation | Business Development | Technical Recruiting | People Management | Agile and SAFe Methodologies | Customer Experience (CX) Strategist
