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Lashanda Hodge
"Placing customer needs at the center."
I’ve always loved giving back to the community and I have worked with a variety of nonprofits over the years.
While I was pursuing my degree in industrial engineering, I was also volunteering locally to provide expertise around process improvement to create more effective and efficient service delivery. This allowed the staff to focus on the people that they served and provide a great experience, instead of focusing on operations. From there, I went into the private sector as a customer experience (CX) consultant and for years, I helped organizations rethink how they do business to increase customer satisfaction and loyalty.
I wanted to use those skills and bring that expertise to the government to help people and the public have a better experience with their government so they are able to easily get the things they need. Today, I am a civic design / tech leader who brings design to federal agencies so they can create better products, service and service delivery for the American public. Through my work at GSA’s Centers of Excellence over the last 2 years, I’ve helped agencies build their CX capabilities so they can put customer needs at the center of what they do. I constantly strive to merge the disciplines of service design, Human Centered Design, and CX to ensure incredible services and service delivery for us all.
