Managing Director, Customer Experience and Contact Center, GSA
Lashanda Hodge is the Managing Director of Customer Experience and Contact Center, managing a team of experts in customer experience and contact center who work with government agencies to improve customer experience and contact center operations. Lashanda has over 15 years of experience and expertise in customer experience consulting, design, and program and project management. She helps organizations mature their CX capabilities as well as creates compelling experiences for customers and users, and applies human-centered approaches and forward-thinking design to enhance the services provided to customers of various private companies and the Federal Government. She joined GSA COE in 2019 as a Director of Customer Experience and has spent most of her time helping HUD transform into a customer-centric agency while working with JAIC to promote the importance of human-centered design in AI-driven product and tool development. Before joining GSA, Lashanda worked as an Associate Director of Customer Experience Design at a large technology consulting firm where she partnered with companies across a variety of industries (e.g., hospitality, retail, healthcare, etc.) to help them improve their customer experience through the redesign of service, products, and processes.