Customer Experience/Process Management SME

Are you a strategic thinker who thrives on improving customer experiences and guiding organizational process improvement? Nimbus seeks a seasoned Customer Experience and Process Management Subject Matter Expert (SME) to help bridge the gap between customer needs and organizational capabilities and ensure corresponding evolution of business processes. In this role, you’ll lead initiatives that enhance user interactions across all touchpoints, and develop materials that resonate with stakeholders designed to engage full participation in the vision of the future.

About Nimbus

Nimbus is a niche consulting firm and strategic information technology (IT) advisor focused on IT modernization, DevSecOps and related cultural transformations for local, state, and federal governments.  We have had the pleasure of working with some of the nation's top agencies and organizations, including Centers for Medicare & Medicaid Services.   We deliver IT projects that with reduce risk, and result in a positive Return on Investment (ROI) for our clients' constituents.

Why Join Nimbus?

If you are looking for a place where your expertise is recognized and your ideas can make a tangible impact, Nimbus may be the organization for you.  Joining Nimbus means becoming part of a culture that believes in integrity, collaboration, agile execution, and client relations are top priorities. We pride ourselves on hiring highly skilled professionals who excel in their areas of expertise. At Nimbus, you will collaborate with a diverse and talented team, enhancing our collective knowledge and driving success. Our clients share our passion for finding progressive solutions and improving technology, making our partnerships collaborative and forward-thinking. Nimbus fosters a culture of openness and responsiveness to feedback and believes in collective growth.

Role Overview

We’re seeking a skilled Customer Experience/Process Management SME to join our growing team. In this role, you’ll shape strategies that align services with customer expectations and support successful organizational process improvement. You’ll work closely with stakeholders to understand their business needs and translate them into actionable system updates and enhancements.

Key Responsibilities

• Partner with customers, program managers, product owners, and other stakeholders to gather feedback and drive continuous improvement.


• Facilitate Human-Centered Design (HCD) and requirements-gathering sessions.


• Develop and enhance structured processes for a variety of existing and new initiatives.


• Conduct impact assessments and recommend updates to improve user adoption and system performance.


• Support Agile workflows to enable faster delivery, higher adoption, and measurable outcomes.


• Design and manage communication efforts around visions and processes, including updates, announcements, and stakeholder briefings.


• Coach and support team members—including senior leadership—on process management practices.

Qualifications

• 10+ years of experience in consulting, service delivery, or related roles in the public or private sector.


• Bachelor's or Master’s degree in business or a related field, or equivalent professional experience

Preferred Qualifications

• 3+ years of direct experience in Customer Experience, Process Management, Training, or Business Analysis roles.

Nimbus Benefits

• Great company with top-of-the-line benefits and the opportunity to work directly with CMS Sr Technical Leaders


• Best-in-class compensation packages and employee benefits – many fully funded by Nimbus.


• Nimbus offers three different HSA compatible healthcare plans at Bronze, Silver, and Gold Levels and contributes to the premiums of the majority of employees and their families.


• Fully funded Dental PPO and Vision Plans.


• Employees can enroll in a 401(k) plan, and Nimbus contributes 3% of the employee’s salary to the plan.


• Employees get paid holidays and generous Paid Time Off (PTO) from work for various needs.


• Fully funded Short-term and Long-term disability coverage


• Fully funded Term Life Insurance coverage


• Employees are eligible for Performance-based bonuses.


• Tuition assistance for completion of degrees, diplomas, and certificate courses.


• Variety of other fringe benefits.


• Fully funded “Stay Fit” program that pays for Gym memberships and fitness essentials.

Additional Information

Nimbus is proud to be an equal opportunity employer. All hiring decisions are made without regard to race, religion, age, gender, disability, or any other protected status—based solely on merit and fit.

Security, Background Checks, and Drug-Free Workplace: All hires are subject to a background check, drug screen, and employment verification. Employment is contingent on successful completion and favorable adjudication. Misrepresentation may result in disqualification.

E-Verify: Nimbus participates in the USCIS E-Verify program to confirm employment eligibility.