Lashanda Hodge is the Managing Director of Customer Experience and Contact Center, managing a team of experts in customer experience and contact center who work with government agencies to improve customer experience and contact center operations. Lashanda has over 15 years of experience and expertise in customer experience consulting, design, and program and project management. She helps organizations mature their CX capabilities as well as creates compelling experiences for customers and users, and applies human-centered approaches and forward-thinking design to enhance the services provided to customers of various private companies and the Federal Government. Before joining GSA, Lashanda worked as an Associate Director of Customer Experience Design at a large technology consulting firm.