Dana Chisnell to Deliver Keynote at the Potomac Officers Club-hosted The CX Imperative Forum
With over two decades of experience, Dana Chisnell is equipped with all the skills and capabilities to speak at The CX Imperative Forum. Ms. Chisnell has helped accomplish several government projects, mainly improving government customer experience.
Catch up with Dana Chisnell as she delivers a keynote at the Potomac Officers Club-hosted CX Imperative Forum on January 25, 2024. Learn about the industry, reserve your seats here!
Dana Chisnell, Executive Director for the CX Directorate at DHS
Ms. Dana Chisnell heads up the Customer Experience (CX) Directorate as Executive Director at the Department of Homeland Security (DHS). She oversees initiatives that aim to help DHS administration make processes accessible to the public and supply DHS employees with the tools they need to improve their interactions with its customers.
Before DHS, Ms. Chisnell worked with United States Digital Service. She focused on bringing human-centered design to the USCIS’s software. She spent most of her time at UsabilityWorks as a Principal Researcher, serving over 18 years. She attended Michigan State University and earned a BA in English and Linguistics.
Career and Leadership History
Dana Chisnell has an extensive background in leadership in the government industry. She was a founding partner for policy design at NCoC, where she helped develop user-centered policy design practices. She also worked for the Center for Civic Design, designing essential research initiatives.
Here is the career chronology of Ms. Dana Chisnell:
- 1987 – 1991: Branch manager at Sykes Enterprises Inc. (SEI)
- 1996 – 1997: Consultant at E*TRADE Financial
- 1999 – 2000: Senior Usability Specialist at Tec-Ed, Inc.
- 2014 – 2015: Visiting Scientist at Massachusetts Institute of Technology
- 2014 – 2016: Consultant at United States Digital Service
- 2001 – 2018: Principal Researcher at UsabilityWorks
- 2013 – 2020: Co-Executive Editor at Center for Civic Design
- 2017 – 2020: Adjunct Lecturer at Harvard Kennedy School
- 2020: Design Lead at California Office of Digital Innovation
- 2020 – 2021: Founder-Partner, Policy Design at National Conference on Citizenship (NCoC)
- 2021 – 2022: Generalist Problem Solver, Digital Services Expert – Policy Design Research at United States Digital Service
- 2022 – Present: Executive Director for Customer Experience at U.S. Department of Homeland Security, OCIO
About POC’s The CX Imperative Forum
- Date: January 25, 2024, Thursday
- Time: 7:00-10:00 a.m., Eastern Time Zone
- Event place: 2941 Restaurant, 2941 Fairview Park Dr, Falls Church, VA 22042
The CX Imperative Forum is a Potomac Officers Club event that aims to discuss the Executive Order issued by President Joe Biden. The topic scope also includes the groundwork for Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government and accessible and modernize government services.
We invite you to join the CX Imperative Forum. Take advantage of the opportunity to learn from our prominent industry leaders’ speakers, including Dana Chisnell. Register here.
Dana Chisnell: Priorities at DHS as Executive Director
Dana Chisnell was officially appointed to the permanent CX office on September 13, 2023. Her primary work is to ensure all DHS customers get services that are easy to use, available, fair, safe, and transparent. Ms. Chisnell will be instrumental in helping the government serve the public effectively.
The new office aims to improve the CX under Executive Order 14058: Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. This order was made under the current administration of U.S. President Biden.
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Tags: Dana Chisnell DHS Executive Order 14058 President Biden The CX Imperative Forum
