Tim Jakubowski Email & Phone Number

Washington, District Of Columbia, United States

As America's Cyber Defense Agency and the National Coordinator for critical infrastructure resiliency and security, CISA leads the national effort to understand, manage, and reduce risk to the cyber and physical infrastructure that Americans rely on every hour of every day. In my role as the Customer Experience (CX) lead within the Office of the Chief Information Officer, I utilize human-centered design and systems thinking to develop and mature the broader organization's service delivery. As the second full-time CX associate at the agency, I am responsible for working with stakeholders within CISA and at DHS to ensure that CISA makes strides in transforming federal customer experience and service delivery to rebuild trust in government.

Washington D.C. Metro Area

For the last 10+ years, I have worked at the Consumer Financial Protection Bureau (CFPB), an agency founded in 2011 that aims to make consumer financial markets work for consumers, responsible providers, and the economy as a whole.In this role, I advise senior leadership and leverage a design-centric approach while managing diverse teams on major business transformation efforts. Known for deep domain knowledge and ability to implement, I am tasked with increasingly complex assignments and thorny problems that focus on how the Bureau administers its complaint handling – its largest public-facing service. Due to my unique mix of skills, I have been asked to help facilitate change within other areas of the Bureau which can be seen in the temporary detail roles listed below.As a result of working on multiple strategic projects from startup through maturation, I have significant experience in strategic planning, responsible innovation and design, operations, policy, and leading teams through change.

Selected by the Chief Technologist to assist the Bureau's consumer-facing digital product design team. I led a diverse team of engineers, UX designers, and content designers who were new to design sprints through experiences that allowed them to quickly validate ideas and solve big policy challenges through prototyping and testing with users. Additionally, I Introduced liberatory design principles to the team and guided them to facilitate future design sprints after my temporary detail.

Selected by the Associate Director of Consumer Education and Engagement to guide senior leaders through a recent merger of four distinct offices within the Bureau. By introducing human-centered organizational and process design to our strategic planning, I was able to center the team on the possibilities for this new organization rather than the limitations of a merger. As a result, we co-created a new mission, vision, core values, strategic roadmap comprised of 18 unique initiatives, and repeatable processes.

Washington, District Of Columbia

The Brookings Institution is a nonprofit public policy organization based in Washington, DC. whose mission is to conduct in-depth research that leads to new ideas for solving problems facing society at the local, national, and global level.I was selected as a 2017 Brookings Institution Legis Congressional Fellow where I served in the United States Senate providing subject matter expertise related to financial services and consumer protection.

Washington D.C. Metro Area

Launched Bureau’s first Service Design team. In this hybrid role, I acted as both a Service Designer and Product Manager of the Bureau’s complaint data sharing products with external audiences (~5k companies, ~100 federal & state regulators, and Congressional offices). By questioning conventional approaches and developing new insights into situations, I designed and implemented new programs, processes, and technologies.

Washington D.C. Metro Area

Promoted in grade level after one year in role. Responsible for scaling and maturing a new government agency’s operations from supporting 15K complaints to 100K+ complaints monthly. In this role, I re-designed over 75% of functions, resulting in improved business processes to modernize and automate operations, mitigate risk, enhance data quality, and streamline user experiences. Known for ability to use systems thinking to lead initiatives that allows the Bureau to better serve consumer and stakeholder needs.

Promoted to this role after one year. Upon graduation from the program, I served as acting senior auditor aligned to Bank of America's digital interactions, social media presence, ATM technology, and marketing.

Accepted into a selective national rotation program comprised of 40 individuals. In this role, I worked across multiple audit units of the business including consumer and small business banking, global wealth management, technology, and operations.

Master Of Science, Strategic Design For Global Leadership

Bringing together design thinking, management, and applied social sciences, the program responds to the need for global businesses.

Bachelor Of Business Administration - Bba, Finance