Laura Walker

About Laura Walker

Public service happens where policy meets people. At the Social Security Administration, that reality plays out every day in field offices serving millions of Americans — in-person, on the phone, or via digital services. My work focuses on helping organizations navigate that complexity and find practical ways to improve how they serve the public. Today, I serve as an Analyst in the Internal Consulting Group at SSA Headquarters within Finance & Management, where I support leaders across the agency with research, analysis, and strategic insight aimed at improving service delivery, operational performance, and customer experience. Before entering federal service, I spent 11 years in the private sector with a fast-growing consumer goods manufacturer, where I worked in a highly entrepreneurial environment and wore many hats across the business. During that time I: • Managed a multi-million-dollar sales portfolio, working with national accounts such as Disney Theme Parks, Dollar Tree, Hobby Lobby, airport gift stores, and other major retail partners. • Led product development and sourcing, coordinating closely with our Asia team on design, importing, testing, and bringing new products to market. • Implemented Lean manufacturing and operational improvement practices to strengthen processes and efficiency. • Built the company’s first marketing function, developing strategy, campaigns, digital and print advertising, newsletters, and an annual marketing calendar for trade shows and events. • Trained and supported sales teams while building long-term client relationships rooted in trust. Working in a small, entrepreneurial organization taught me to think across systems, move quickly from idea to execution, and solve problems with limited resources — lessons I carry with me into government. Today, I’m particularly passionate about work at the intersection of: • Organizational improvement • Service delivery and customer experience (CX) • Workforce and operational effectiveness • Turning frontline insight into actionable change Some of the most meaningful improvements don’t begin with large mandates or sweeping reforms. They start with small ideas — a process tweak, a new way of listening to employees, or a grassroots effort to solve a persistent challenge. When those ideas are nurtured and scaled, they can transform how organizations work and how people experience government services.

Experience

1. Analyst Internal Consulting Group (Icg), Office of Finance & Management

   Social Security Administration

   Jan 2026 — Present

   Partner with senior leaders and program offices to analyze operations, identify improvement opportunities, and support enterprise-level initiatives.• Provide strategic analysis, research, and recommendations to improve service delivery, organizational performance, and customer experience across the agency.• Translate data and operational insights into actionable recommendations that inform leadership decision-making.• Support cross-component collaboration on high-impact transformation efforts.

Education

• University of Arizona

  BS in Business Administration, Marketing, International Business, Spanish

• Prescott High School

  High School Diploma

  2000 — 2004