Ms. Sylvie Williams is the Program Lead for Customer Experience (CX) at the USDOL Office of Unemployment Insurance Modernization (OUIM). Sylvie came to DOL with 17 years of UX/CX experience at the Social Security Administration, where her team stood up the very first Voice of Customer program using the Medallia platform. With a Masters in Human Computer Interaction, Sylvie has a strong belief that participatory design improves CX, increases efficiency and reduces agency intervention.