Senior Customer Experience & AI Transformation Consultant

ASI Government is seeking a Senior Consultant to serve as a dedicated execution lead for strategic planning and AI-enabled organizational transformation work supporting Navy priorities. This role connects customer experience (CX) and human-centered design (HCD) with practical AI adoption, operating model design, and organizational change — working closely with Navy leaders, ASI senior leaders, and an integrated consulting team to turn emerging priorities into well-defined workstreams, facilitated decisions, pilots, and executive-ready products.

The strongest candidate brings credible private-sector transformation experience and understands how organizations redesign work, governance, and user experiences around AI. Prior Navy or DoD experience is strongly preferred but not required for a candidate with the right CX, HCD, AI transformation, and consulting background.

Key Responsibilities

Client Engagement & Workstream Leadership

• Serve as day-to-day execution lead for an assigned Navy workstream, driving momentum across meetings, decisions, dependencies, and deliverables.
• Build trusted relationships with Navy leaders and staff while collaborating with prime contractors and teammates; maintain a consistent in-person presence in Arlington/DC.
• Bring structure to ambiguous problems and move work from concept through decision, pilot, and implementation planning.

Customer Experience & Human-Centered Design

• Plan and conduct interviews, workflow observations, journey mapping, focus groups, and surveys to understand how Sailors, staff, and leaders experience current systems and processes.
• Design and facilitate HCD workshops that surface friction points and produce prioritized, practical solution concepts.
• Synthesize qualitative and quantitative evidence into clear findings, recommendations, and measures of experience improvement.

AI Strategy & Transformation

• Help leaders develop a business-led AI strategy and use-case portfolio tied to mission priorities, user needs, and measurable value.
• Identify and assess high-value capabilities such as journey analytics, AI-supported feedback analysis, and workflow augmentation.
• Translate private-sector AI transformation practices into recommendations that account for Navy operating realities, data constraints, cybersecurity, and acquisition requirements.
• Support business cases, responsible AI controls, human-in-the-loop practices, pilots, and plans for adoption and enterprise scale.

Operating Model & Organizational Change

• Assess roles, decision rights, governance forums, and performance routines across a complex, federated organization.
• Support future-state operating model and process design, including accountability, escalation paths, and implementation roadmaps.
• Apply business process reengineering, Lean, and HCD methods to simplify workflows and design measurable, AI-enabled future-state processes.
• Develop stakeholder, communication, training, and AI literacy approaches that help teams adopt new ways of working.

Executive Communication & Facilitation

• Create concise, visually clear executive briefings, decision papers, roadmaps, and progress updates.
• Facilitate working sessions and leadership discussions; document decisions, open questions, and next actions.
• Present complex CX, organizational, data, and AI topics in plain language for senior and mixed technical/nontechnical audiences.

Required

• Bachelor's degree in business, organizational development, psychology, design, public policy, technology, data, or a related field.
• At least 8 years of relevant experience in management consulting, strategy, organizational or digital transformation, customer experience, or a related field.
• Demonstrated experience applying CX or human-centered design methods to complex services, processes, products, or organizations.
• Applied experience supporting AI adoption or AI-enabled transformation (use-case identification, workflow redesign, governance, change, or implementation); machine-learning engineering experience is not required.
• Meaningful private-sector experience with enterprise transformation, digital products, or adoption of emerging technology.
• Experience independently leading a workstream and producing strong deliverables in an ambiguous, fast-moving environment.
• Strong executive facilitation, client relationship, analytical, writing, and presentation skills.
• Advanced proficiency with Microsoft PowerPoint, Word, and Excel, and sound judgment using AI-enabled productivity tools.
• Ability to work regularly in person in Arlington/DC and travel locally as client needs require.
• Ability to meet applicable DoD access and suitability requirements.

Preferred

• Prior Navy experience, especially within headquarters, manpower and personnel, HR, business systems, or digital modernization functions.
• Experience supporting DoD or another large, mission-oriented, federated organization.
• Experience combining qualitative research with surveys, digital analytics, or text analytics.
• Experience with CX/EX platforms, digital adoption analytics, journey analytics, NLP, or AI-assisted analysis of open-ended feedback.
• Experience designing and evaluating pilots and translating results into implementation or scaling plans.
• Graduate degree or relevant certification in HCD, CX, change management, project management, agile delivery, or process improvement.
• Current DoD security clearance or recent experience with Navy facility and system access.

Why Join ASI Government?

• Help shape an emerging Navy transformation effort with direct relevance to Sailors, leaders, and the Total Force.
• Work alongside experienced Navy, CX, strategy, organizational development, data, and AI practitioners.
• Help ASI expand its defense CX and AI transformation capabilities in a high-visibility, mission-driven environment.
• Competitive compensation and comprehensive benefits package (viewable on our careers site).

Why Join ASI Government?

• Work on high-impact, high-visibility projects that improve government services.
• Collaborate with experienced consultants in strategy, analytics, and organizational development.
• Opportunity for career growth in a dynamic and mission-driven environment.
• Competitive compensation and comprehensive benefits package (viewable on our careers site).