Chief Customer Officer
Matt Ford serves as GSA's Acting Chief Customer Officer. In this role, he leads the agency's Office of Customer Experience (OCE) focusing solely on improving customer experience and fostering a customer-first mentality.
OCE's mission is to improve the end-to-end experience of GSA customers by aligning operations to customer needs. Since its inception in 2014, OCE has been working across GSA business lines to better understand GSA customers' experiences. Through a combination of quantitative and qualitative research, strategy, capacity building and pilots, the Office of Customer Experience identifies customer insights and partners across the agency to design more customer-centered experiences, processes and solutions.
Most recently, Matt served as GSA's Deputy Chief Customer Officer. Prior to his arrival at GSA in 2016, he helped drive product, business and service design for large technology companies, venture capital firms and social impact startups, including helping design financial services at JPMorgan Chase and unlocking new growth opportunities as a design strategist at Jump Associates.
Matt earned graduate and undergraduate degrees in mechanical engineering with a focus in interdisciplinary product design from the University of Pennsylvania.