Christopher Gaines Email & Phone Number

Gaithersburg, Md, Us

Injects Human-Centered Design (HCD) principles into all facets of Customer Experience (CX) Team efforts and conducts relevant and impactful analysis and recommends actionable solutions across programs and portfolios.• Plans and executes Customer Experience survey projects, workshops, focus groups, and strategizing sessions to improve user experience.• Designs and conducts HCD activities including Design Thinking (DT) Workshops, pulse surveys, and User Experience (UX) systems analysis.• Analyzes data and translates user feedback into actionable insights for PEO MLB stakeholders to optimize CX impact and DT concept implementation.• Plans and conducts human factors research and system modernization efforts to strengthen CX competency across PEO MLB.

Alexandria, Virginia, United States

Cross-functional Team Member for DHS CWMD Program.• Developed acquisition program baseline documents for schedule and performance and incorporated them into semi-annual customer review.• Identified, interpreted, and analyzed program trends to anticipate areas of concern and accurately documented opportunities for improvement within various program areas.• Provided strategic advice on improving writing and editing of interagency agreements and communications. Produced Microsoft Excel spreadsheets to track program progress in real time, monitored tasks competed by team members and resolved timeline conflicts. • Consolidated lessons learned from historical administrative reporting systems to optimize processes and ensure integrity of Department of Homeland Security system files.

Master Of Science, Management

Activities and Societies: The National Society of Leadership and SuccessSelected by campus administration for participation.

Bachelor Of Science - Bs, Family And Consumer Sciences/Human Sciences Communication

Activities and Societies: University Honor’s College; Phi Upsilon Omicron Honor Society, Phi Alpha Epsilon Honor Society• President, Delta.