As the MyNavy Career Center (MNCC) Customer Experience (CX) Officer, John Grill has served as a catalyst to establish and grow the Navy’s CX capabilities by leveraging industry-leading tools to elevate the voice of the customer and using data-driven insights to influence change that enhances the day-to-day experiences of Sailors and their families. In 2020, MNCC, a command within the US Navy’s MyNavy HR enterprise, established one of the first CX offices in the Department of Defense (DOD). Since its establishment, the MNCC CX Office has worked toward meeting the U.S. Navy’s desire to achieve sustainable customer experience amidst major functional and cultural changes in the MyNavy HR Transformation initiative. It aims to do this by building relationships across the enterprise, report on the heath of the organization by connecting business owners with actionable data, and anticipate and address customer roadblocks by developing Sailor-centric solutions

 

At its core, the MNCC CX Office uses human-centered design principles to understand challenges Sailors have resolving personnel and pay related matters, identify pain points, and drive opportunities for change across the Navy and the entire MyNavy HR enterprise. Grill’s leadership as the Customer Experience Officer has elevated the voice of the customer to strategically enact change across the MyNavy HR enterprise. Throughout 2023, Grill’s CX Office analyzed 8,200+ customer feedback surveys and 24,700+ comments on social media to identify opportunities to increase trust, enhance the overall customer experience, inform data-driven decision making for MNCC leadership. On average, the MNCC Call Center handles 20,000+ interactions and receives over 600 survey responses each month on average. Grill also personally teaches onboarding classes for new call center agents. Additionally, he regularly follows up with Sailors who report ongoing personnel and pay related issues through social media and the DOD’s Interactive Customer Evaluation (ICE) application. 

 

In December 2022, MNCC’s initial trust score was positive, but considered relatively low. However, as of December 2023, MNCC’s composite trust score rose by 22 points, representing a 169% increase in overall trust. Not only was the MNCC CX Office the first to implement a standardized trust metric in the DOD, but their trust scores are leading when compared to other similar federal agencies. Since 2022, there has been a significant increase in engagement with CPPA support resources, including an 12% increase in viewership for Navy’s CPPA website page and 1,800+ average monthly viewers for the CPPA Information Session videos.

 

Looking ahead, Grill is leading the CX Office to expand their scope to collect customer sentiment across additional departments, providing a more integrated and seamless approach to the customer experience across MyNavy HR.