Nicshan Floyd

Deputy Director for the Customer Experience Directorate(CXD)

U.S. Department of Homeland Security (DHS)

Nicshan Floyd serves as the Deputy Director for the Customer Experience Directorate (CXD) at the Department of Homeland Security (DHS).
In his role, Mr. Floyd helps make the DHS human-centric by focusing on
inclusion, diversity, accessibility, and the customer’s experience.
Mr. Floyd and his team implement solutions that improve the accessibility and usability of products and services so that DHS will retain a diverse workforce, provide services in a timely manner, and create equity for all.
After consulting for four years, Mr. Floyd joined the federal service in 2006, until 2020, he served as the Team Lead of Management Services in OAST at DHS. In this role, from he oversaw the OAST Training Department, Documents program, and the Accessibility Helpdesk.
In 2020, Mr. Floyd became the Services Division Director and, in 2023, the Deputy Director of the newly created Customer Experience Directorate.
For nearly 25 years, he has led efforts to improve equity for persons with disabilities by teaching thousands of individuals how to create accessible documents, maturing the Trusted Tester program, providing support for
Reasonable Accommodations and working with industry leaders to improve the ability for content creators to author accessibly.
Mr. Floyd also serves as the Chair for the Accessible Electronic Documents Community of Practice, a Federal group established to provide guidance on authoring accessible content and testing electronic contend for Section 508 compliance.
Mr. Floyd is a graduate of Gardner-Webb University and hold certifications from California State University-Northridge and the Project Management Institute.

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