Brian Andrews, Senior CX Principal, Medallia . Brian (@LoyaltyRocks) is Medallia’s Senior CX Principal having spent the last 20+ years in senior leadership roles in customer experience (CX), product management, and process improvement at HP, Intuit, and Sprint.
As Sprint’s VP, CX, they recorded the lowest churn in history and the highest NPS in three years. At Intuit, Brian helped pioneer the NPS movement as the first company to adopt. He led the NPS community and was featured in "The Ultimate Question 2.0." Brian also spent nine years in management consulting.
He is a founding board of director member of the CX Professionals Association (CXPA).
Michelle Earley, USAJOBS Program Director, Office of Personnel Management. Michelle Earley has served as the USAJOBS Program Director within the Office of Personnel Management since 2012 where she oversees the product vision and leadership to transform the applicant experience, along with delivering data tools to improve the ability for the agencies to attract and recruit talent.
Prior to USAJOBS, Michelle served as Director for Program Management within the Office of Financial Stability where she oversaw the strategic direction and oversight for implementing IT solutions in support of the Troubled Asset Relief Program (TARP). This included various consumer and business programs to help recapitalize the financial system, restart the credit markets, restore confidence, and lower borrowing costs for businesses and families.
Michelle began her career at the Department of Homeland Security in 2004 as the Deputy Program Manager for a major investment responsible for consolidating and modernizing 200+ disparate HR systems with new enterprise-wide solutions. She has over 15 years of experience in production management, acquisition, and investment management.
Jay Hurt, Chief Financial Officer, Federal Student Aid, Department of Education. Jay has 26 years in Federal financial management. In his current role as the CFO of Federal Student Aid, he promotes sound financial management in the distribution of over $120 billion in grant and direct loan assistance annually as well as the financial stewardship of over a $1.4 trillion Federal loan and loan guaranty portfolio. In addition to his CFO role, he has been the Acting Chief Performance Officer, Acting Chief Customer Experience Officer, and most recently the Acting Deputy Chief Operating Officer for Federal Student Aid.
Kevin Larsen, MD, FACP, Center for Medicare and Medicaid Innovation (CMMI), Office of the Administrator, Centers for Medicare and Medicaid Services (CMS), Department of Health and Human Services. Kevin L. Larsen, MD, FACP is the director of the Continuous Improvement and Strategic Planning Staff at the Centers for Medicare and Medicaid Services. He leads the CMS lean transformation and advises on health IT policy and care transformation. He previously served for 4 years as the Medical Director of Meaningful Use at the Office of the National Coordinator for Health IT. Where he lead ONCs work on quality policy, measurement and improvement, including clinical decision support and registries. Prior to working for the federal government he was Chief Medical Informatics Officer and Associate Medical Director at Hennepin County Medical Center in Minneapolis, Minnesota. He is also an Associate Professor of Medicine at the University of Minnesota. His research includes health care financing for people living in poverty, computer systems to support clinical decision making, and health literacy. In Minneapolis he was also the Medical Director for the Center for Urban Health, a hospital, community collaboration to eliminate health disparities.
Robert S. Stewart, Jr., Director of Acquisition for Innovation and Small Business Programs, Defense Threat Reduction Agency, Department of Defense. Mr. Robert S. Stewart, Jr. is the Director of Acquisition for Innovation and Small Business Programs within the Defense Threat Reduction Agency, Ft. Belvoir, VA, he provides leadership to a diverse cadre of acquisition, program management, and contracting professions, and oversees the development and execution of multiple major acquisition defense program requirements throughout the Defense Industrial enterprise. He is the Principle Civilian that advises the Agency Director and senior leadership on all acquisition concerns. A native of Smiths Station, AL, Mr. Stewart successfully completed a Bachelor of Arts in Public Administration from Auburn University. Upon graduation, he commissioned in the U.S. Air Force Reserve, and currently serves as Director of Contracts within the Air Force Reserve Command. Mr. Stewart began his career in the federal service as a Naval Acquisition Program Intern for the Department of the Navy at Patuxent River NAS, MD. He served as an acquisition analyst before pursuing opportunities in the private industry performing program management, business financial management, and contract specialist support functions for a myriad of major defense acquisition programs at the Washington Navy Yard, DC. In 2012, Mr. Stewart returned to the federal service as a Lead Analyst at the Naval Sea Systems Command. He completed a professional development assignment with the Office of the Deputy Assistant Secretary of the Navy for Acquisition and Procurement – serving as the ‘Acting’ Deputy to the Senior Services Manager and providing procurement expertise to the Deputy Assistant Secretary of the Navy for Research, Development, and Acquisition. Prior to this position, Mr. Stewart served as the Associate Director of Acquisition Compliance and Support with the Office of the Under Secretary of Defense for Acquisition, Technology, and Logistics – administering DoD’s Mentor-Protégé Program and serving as the small business professional assigned to all acquisition strategy reviews and independent peer reviews for ACAT I programs. Mr. Stewart’s family currently resides in AL. He is an active member in his church and is an assistant scoutmaster for the Boy Scouts of America. Mr. Stewart earned a Bachelor’s of Arts in Public Administration from Auburn University, he also holds an MBA from Jones University. In the fall of 2018, Mr. Stewart will begin pursuit of his Juris Doctorate in contract law.
Cory Wagner, Associate Director of the Customer Advocacy and Communications Division, Environmental Protection Agency (Invited). Cory Wagner is the Associate Director of the Customer Advocacy and Communications Division in EPA. He is a 13-year veteran with Agency having previously worked on IT/IM service development and implementation, the EPA’s Toxics Release Inventory Program, and managing the Agency’s public environmental data portal, Envirofacts.
Joanne Woytek, Program Manager, SEWP Program, National Aeronautics, and Space Administration (NASA) . Ms. Joanne Woytek is the Program Manager for the NASA SEWP Program, a premier Government-Wide Acquisition Contract (GWAC) providing Federal Agencies access to the latest in Information & Communication Technology product solutions. From SEWP’s inception, twenty-five years ago, through to the present, Ms. Woytek continues to be the key figure in the continuing evolution of the program, and in the management of strategic direction, day-to-day operations, and planning of the SEWP program. Ms. Woytek is a 40-year veteran to Goddard Space Flight Center (GSFC) in Greenbelt Maryland and is in her eighteenth year as Program Manager