Director, Grant Thornton Public Sector LLC
Dan Barrett leads the Customer Experience Solution within Grant Thornton’s public sector practice. In this role, he leads a team of practitioners with expertise in voice of customer and design thinking methods, combined with organizational change management and strategic communications. Since joining Grant Thornton, Dan has helped clients across civilian government accelerate customer-centric change.
Before joining GT, Dan spent 20 years in government finding new ways to serve customers better. Dan built and ran the first ever Customer Experience function at the United States Postal Service, directing CX efforts across the 600,000-employee organization. Dan’s work involved modernizing the Voice-of-Customer survey portfolio to improve the customer listening strategy, developing and curating the agency’s current state journey maps, and hosting Design workshops to reinvent critical customer journeys. Dan was primarily responsible for reaching across organizational boundaries to set shared priorities, and finding ways to inspire empathy for the customer at all levels of the organization.
He brings a unique perspective forged inside government toward addressing the organizational challenges that naturally accompany CX work.