Crista W.
Strategic Advisor | Customer Experience & Service Delivery Leader | Driving Human-Centered Transformation in Government & Mission-Driven Organizations
- Role
- Ombudsman and Strategic Advisor for Global Programs at USAID
- Location
- Washington, DC, US
- LinkedIn followers
- 500 followers
About Crista W.
What if customer service wasn’t just a department—but a strategic mindset built into the…
Experience
Ombudsman and Strategic Advisor for Global Programs
Nov 2015 — Present · Washington, DC, US
Led enterprise-wide transformation to improve service delivery, operational alignment, and customer experience across one of the largest U.S. federal foreign aid agencies. Engaged thousands of stakeholders—from internal teams to global partners—to drive human-centered, data-informed change rooted in empathy, inclusion, and strategy.Key achievements-Spearheaded cross-agency initiatives to embed customer experience into core operations and strategic planning-Designed and implemented frameworks for stakeholder engagement, improving responsiveness and collaboration across teams-Led cultural transformation efforts to align leadership, policy, and service delivery with mission-driven values-Partnered with global and domestic stakeholders to co-create solutions that balanced impact, efficiency, and equityThis experience taught me that meaningful transformation happens when people feel seen, heard, and part of the process—and I’m proud to have built systems that reflect that belief.
Education
Harvard Business School
Executive Leadership
Baldwin Wallace University
Bachelor of Arts - BA
Bowie State University
Master of Public Administration - MPA
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