Peter Khanahmadi Email & Phone Number

Washington, DC, US

Beverly Hills, California, US

Scaling Service Design within the Global Design Organization to elevate client and fan experiences.

Washington, DC, US

Washington, DC, US

• Led companywide roadmap development, strategy, problem-solving approaches, brand and customer experience growth initiatives.
• Defined customer experience capabilities, integrating human-centered consultative approaches, to equip staff to address complex challenges.
• Led brand strategy encompassing new website, brand guidelines, and internal materials, positioning Technical Assent as a foremost leader in public sector Customer Experience consulting.

San Carlos, California, US

• Lead company-wide efforts to design inclusive financial services to help over 100 million people with little or no credit history establish credit and build a better future.
• Scaled a high-performing Design Strategy team from scratch and implemented integrated research processes with advanced tools and techniques to drive customer-centric products.
• Drove successful customer segmentation and persona initiative that successfully identified a growth strategy that paved the way for the acquisition of Digit, expanding reach to 600,000 new members.
• Modernized company brand and user experience for first-ever mobile application and consumer facing website through foundational human-centered research, resulting in a 19% increase in loan applications.
• Led a company-wide Voice of the Member program that drove cross-departmental customer insights to improve services and fulfilled the critical Community Development Financial Institution (CDFI) designation for companies.
• Founded and led 'The Green Room,' a highly impactful Employee Resource Group (ERG) focused on empowering employees to implement sustainability practices and green initiatives, resulting in environmental benefits.

Washington, DC, US

• Established Service Design team and strategy within the Office of Consumer Response to create intuitive digital services and programs to serve the needs of consumers, companies, federal agencies, and internal.
• Managed portfolio of projects and directed team of 18 to execute design research, product development, and implementation of consumer experience initiatives.
• Redesigned financial complaint form that handles over 250,000 consumer complaints per year leading to faster responses from companies while also providing quality data to inform regulations.
• Worked with cross-functional teams to design a better experience for contact center agents who field 300,000 inbound calls from consumers. Recommendations included improved scripts, educational tools, interactive voice.
• Led user research that improved the Bureau’s digital interactions with over 5,000 financial companies and 15,000 company portal users equipping them to efficiently respond to consumers.
• Obtained executive buy-in to launch the first phase of a 2-year vision that will assist consumers in a personalized manner while maximizing technology investment.

Mclean, VA, US

• Key founding member involved in all aspects of project delivery, branding, user research methods, training, and business development resulting in $3M in revenue.
• Developed Design Thinking & Service Design 2-day boot camp that was institutionalized at the firm and offered to 25,000 employees on a quarterly basis.
• Structured and led customer experience engagements, including in-house Service Design strategy at Consumer Financial Protection Bureau (CFPB).
• Directed Culture of Collaboration study and operating model development for Internal Revenue Service (IRS)’s start-up Online Services (OLS) group focused on improving the taxpayer experience.
• Led customer experience design to improve usability of Nationwide Licensing System (NMLS) for regulators and mortgage loan industry including Fortune 500 banks.
• Developed intellectual capital focused on Future of Healthcare study to fuel the firm’s multimillion-dollar health market growth strategy.

Alexandria, VA, US

• Developed and executed strategies related to corporate marketing initiatives and company-wide social media strategy.
• Led the conceptualization, content creation and development of a website promoting VSE’s capabilities that resulted in securing a multibillion-dollar government contract with the United States Navy.
• Developed data-backed insights to form the basis of a new company-wide social media strategy to increase prospective clients’ awareness of VSE Corporation.

Alexandria, Virginia, US

• Led analysis that highlighted insights to improve flagship products and educated executives on use of social media to enhance awareness of brand.
• Developed a comprehensive social media strategy for the CEO aimed at improving marketing and product development efforts.
• Developed insights to form the basis of new and enhanced products for The Motley Fool by analyzing customer sentiment and satisfaction using the Net Promoter Score framework and by assisting in focus groups to obtain.

Washington, DC, US

• Key team member of shared services department focused on creating economies of scale and helping The Washington Post save money.
• Established a vendor management process to discover needs and define target problem areas that led to $2.5M bottom-line savings via negotiating enterprise agreements between the firm, its 11 divisions, and dozens of.
• Designed, implemented and conducted user testing of Shared Services online portal enabling 95% contract compliance.
• Identified new initiatives and developed business case analysis on specific digital acquisition targets, identifying initiatives for internal growth for the Business Development department at the request of the CFO.

Armonk, New York, NY, US

• Consulted for private sector client on organizational design, change and performance management.
• Spearheaded cost management efforts by tracking spend with over 100 vendors and identifying savings opportunities for the client, The Washington Post Company.
• Developed business case, recruited resources and created the prototype of The Washington Post Shared Services online portal focused on increasing company-wide vendor awareness to business units, and related procurement.

Design Thinking Practitioner Program, Human Centered Design

Mba, Marketing And Information Technology

B.S., E-Business

Associate'S Degree