IT Client Experience Strategist

Join us and make a difference in global investor protection.

Who We Are

The Public Company Accounting Oversight Board (PCAOB), a nonprofit organization established by Congress, oversees the audits of public companies and SEC-registered brokers and dealers to protect investors and to further the public interest in the preparation of independent, accurate, and informative audit reports.

Our investor protection mission is focused on modernizing audit standards, enhancing audit inspections, and strengthening enforcement of PCAOB rules and standards and other related laws and rules. People are at the heart of our mission at the PCAOB. As we carry out that mission, we strive to uphold the highest standards in audit quality with investors’ families, savings, and futures in mind.

We are hiring mission-driven professionals interested in a career with purpose, competitive benefit offerings, and work-life flexibility. If you are interested in working with a group of talented professionals to protect investors and drive audit quality and innovation while adhering to the highest standards of ethical and professional conduct, join us.

What We Offer

At the PCAOB, we offer a highly competitive compensation and benefits package with a focus on the health and financial well-being of our valued team members. Some of the features of our comprehensive Total Rewards package include:

• Compensation – We support transparency, equity, and fairness in our compensation programs and provide a reasonable estimate of the salary range, based on data-driven market analysis, for each job posting. While it is not typical for an individual to be hired at or near the top of the range, a reasonable estimate of the salary ranges are as follows: Tampa, FL: $105,400 - $153,600 per year. Atlanta, GA; Fort Lauderdale, FL; Charlotte, NC; and Dallas, TX: $110,600 - $161,300 per year. Houston, TX; Denver, CO; Chicago, IL; and Philadelphia, PA: $115,900 - $168,900 per year. Irvine, CA; Los Angeles, CA; Washington, DC (Headquarters); Ashburn, VA; and Boston, MA: $121,200 - $176,600 per year. New York, NY: $131,700 - $192,100 per year. San Francisco, CA: $136,900 - $199,700 per year.
• Hybrid work option – Staff will be assigned to one of our offices or locations, including: Washington, DC (Headquarters); Ashburn, VA; Irvine, CA; Los Angeles, CA; San Francisco, CA; Denver, CO; Fort Lauderdale, FL; Tampa, FL; Atlanta, GA; Chicago, IL; Boston, MA; New York, NY; Charlotte, NC; Philadelphia, PA; Dallas, TX; and Houston, TX. Staff can choose to live and work from anywhere within the United States but will be required to commute to their assigned office or location for occasional intentional gatherings or meetings at the frequency required by their supervisor. Travel to an assigned office or location for commuting purposes will not be considered reimbursable business travel, unless otherwise required by state law. Business travel is reimbursable in an amount not exceeding the cost to travel from the assigned office or location, unless otherwise required by state law.
• Generous paid time off – Up to 6 weeks annually, in addition to 12 federal holidays, 2 floating holidays, and a year-end break December 26-31, 2025
• Highly competitive 401(k) match and savings options – Immediate vesting and contributions matched dollar for dollar, up to 7 percent of eligible compensation. Roth in-plan conversion available.
• Comprehensive and competitive health benefit offerings – Medical, dental, and vision plans
• Supportive paid family leave benefits – Up to 16 weeks paid parental leave and up to 16 weeks paid caregiver leave
• Life insurance benefits – Basic life and AD&D insurance provided; supplemental insurance also available
• Education benefits – PCAOB staff qualify for the Public Service Loan Forgiveness (PSLF) program. We also offer student loan repayment assistance, staff college tuition assistance, and college coach program support.
• Well-being and family resources – Mental health and well-being resources, paid volunteer time, emergency child/adult dependent back-up care services, family-forming assistance, discounted gym memberships, employee assistance program (EAP), health advocate program, and more 
• Commuter benefits – Tax-free employer subsidy and pretax employee deductions
  
  

Position Summary

The Client Experience Engineer will be part of the Client Engagement team and play a critical role in supporting the Office of Technology (OT) by ensuring a strong alignment between technology solutions and business objectives. This position will work closely with business stakeholders and technology teams to gather and analyze business requirements, translate them into actionable technology solutions, and ensure successful project delivery. They will serve as a thought leader on customer-first design throughout the PCAOB, serving as an advocate for positive customer experience and usability. They will play a crucial role in ensuring our employees have seamless and productive interactions with our IT systems and services.

Responsibilities

Business Analysis:

• Support the development of business cases and project proposals (e.g., interviews, workshops, document analysis, facilitate estimation).
• Communicate user goals with personas, customer journey maps, user flows, storyboards, or other tools to represent client needs to developers, product owners and stakeholders.
• Develop and maintain business process models and data flow diagrams.
• Conduct feasibility studies and cost-benefit analyses for proposed solutions.
  
  

Customer Experience

• Advise product owners and stakeholders on the value and benefit of user experience designs and advocate for the customer to developers and product owners.
• Use data-driven design techniques, including analytics, data, surveys, and user research to provide information on what would be more effective and user friendly.
• Facilitate design thinking workshops to better understand the user journeys and personas
• Develop and maintain a catalogue of business personas and user journeys.
• Develop and maintain user experience standards and best practices
• Serve as a consultant or coach on user experience matters
• Contribute to the development of knowledge base articles and training materials
  
  

Client Relationship Management

• Partner with business and technology subject-matter experts to translate business needs into technological vision to ensure PCAOB develops the capabilities to enable the business.
• Build and maintain strong relationships with business stakeholders.
• Provide excellent customer service and support.
  
  

Data Analysis

• Analyze data to identify trends and insights.
• Develop and maintain key performance indicators (KPIs) to track progress and achieving success.
• Prepare reports and presentations to communicate data findings to stakeholders.
  
  

Continuous Improvement

• Gather and analyze feedback in order to recommend process improvements to enhance efficiency and effectiveness.
• Stay abreast of industry best practices and emerging technologies.
• Contribute to the development and improvement of client Experience processes and methodologies.
  
  

Qualifications

Education/Technical Expertise

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 5 years of experience in user-centered design and development
• Ability to evaluate solutions based on business needs, user need, and appropriate technology.
• Ability to communicate with audiences of different technical abilities and interest; explain and educate concepts around user centered design and user experience practice.
• Proactive, quality-oriented, with demonstrated leadership and team-building skills.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• In-depth experience successfully harmonizing diverse and competing interests.
• Ability to clearly articulate a position with sound logic, supporting empirical evidence, and impartiality.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with project development methodologies (e.g., Agile, Waterfall).
• Strong attention to detail and organizational skills.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
  
  

Preferred Qualifications

• Experience working with SharePoint, ServiceNow, or other COTS applications.
• Experience with data analysis and reporting tools (e.g., Tableau, Power BI).
• Knowledge of ITIL or other IT service management frameworks.
• Experience working in a regulated environment.
  
  

Equal Employment Opportunity

All PCAOB employees are entitled to equal opportunity and a professional work environment, free of discrimination and harassment. A workplace free of discrimination and harassment is fundamental to professional success and to the PCAOB's mission. The PCAOB will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.