New York Gov. Kathy Hochul has appointed Tonya Webster to serve as the state's first chief customer experience officer.
Ms. Webster will work directly with state agencies to improve how New York residents access and interact with state services and benefits, according to an Oct. 24 news release.
She will also develop and lead the execution of a statewide customer experience strategy; identify process improvements with agency leaders; grow the state's teams of user researchers, designers and digital professionals; and embed customer experience principles into the state's technology plan.
Most recently, Ms. Webster served as senior vice president of service for Blue Cross Blue Shield of Massachusetts and was vice president of customer experience for Comcast NBC/Universal before that.