The CX Tipping Point®

EP 26 - Using Customer Data to Improve the Experience at Federal Student Aid featuring Nicole Callahan

• Dorris Consulting International • Season 2 • Episode 26

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In this episode of “The CX Tipping Point,” Martha Dorris spoke to Nicole Callahan, a Data Analyst for Customer Insights in the Student Experience and Aid Delivery at the Federal Student Aid (FSA) in the Department of Education. Nicole, who has spent her entire career at FSA, shares her passion for “listening to customers” to better understand their experience, pain points, and take action.

Like many, Nicole joined FSA after using the system to become the first in her family to go to college. She began by using social media and sharing the information with her organization through data sessions and even presenting verbatim to the screens by the elevators. Her passion for listening to the customer has grown into the creation of a “voice of the customer” program with monthly data meetings across the organization to analyze, synthesize and determine the actions needed to address prevailing issues.  

Nicole’s early adoption of social media and “listening” won her a 2022 Service to the Citizen Award as the CX Trailblazer of year. Customer experience by its nature is a disruptor and Nicole has pushed boundaries to win the confidence of her colleagues. She shares her recommendations to others for driving change in the government and the important roles you can play as a public servant to the customers you serve.

Learn why it’s important to listen and make real-time changes to your customers.

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