CX Program Roles, Responsibilities, and Assigned Users

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Qualtrics
Qualtrics CX
The Customer Experience (CX) program uses a set of clear roles to help keep our work consistent and aligned across the enterprise. Each role supports quality, guides approvals, and helps improve the experience for the people we serve. Below is a simple overview of each role, along with the list of assigned users who support these responsibilities.
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Roles and Responsibilities

Executive Sponsor - The DOM Deputy Director serves as the Executive Sponsor for the CX program. The sponsor is responsible for guiding and approving the program’s vision and goals, as well as ensuring that adequate resources are available for its success.

  • Herb Sutton

Qualtrics CX Program Manager - The Qualtrics CX Program Manager is the operational lead responsible for the health, growth, and standardization of the Customer Experience program across the enterprise. This role acts as the primary liaison between agency-level CX Champions, the DX Steering Committee, and Qualtrics technical support.

  • Jessica Van Heuveln

Agency Primary Approver(s) - Reviews and approves new theme requests to ensure alignment with agency branding. Reviews survey content for clarity, bias, and appropriateness. Approves or rejects the survey before activation. Responsible for using the custom approval workflow system.

  • Locate your agency on this page to see who is assigned to this role.

Secondary Approver(s) - Act as backup when Primary Approvers are unavailable.

  • Locate your agency on this page to see who is assigned to this role.

Backup Approver(s) – Act as an additional layer of support when Secondary Approver(s) are unavailable.

  • Locate your agency on this page to see who is assigned to this role.

Theme Approver(s) - Reviews and approves new theme requests to ensure alignment with agency and Iowa brand standards. The DX Steering Committee has approved standards to ensure a consistent, accessible user experience. The recommended approver is a Public Information Officer or a member of the Communications team.

  • Locate your agency on this page to see who is assigned to this role.

CX Champion(s) – Serve as liaison(s) by supporting governance, prioritization, and enterprise-wide collaboration. The expected time commitment is approximately 2–3 hours per month. The role of a CX Champion is to advise and influence enterprise survey decisions and provide insights to help increase constituent engagement. They act as the voice of their agencies bringing forward service delivery needs and ideas.

  • Locate your agency on this page to see who is assigned to this role.
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DAS - Department of Administrative Services

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DIAL - Department of Inspections, Appeals, and Licensing

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DIFS - Department of Insurance and Financial Resources

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DNR - Department of Natural Resources

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DOC - Department of Corrections

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DOE - Department of Education

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DOM - Department of Management

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DOT - Department of Transportation

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DPD - Department of Public Defense

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DPS - Department of Public Safety

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DVA - Department of Veteran Affairs

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HHS - Health & Human Services

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HSEMD - Homeland Security and Emergency Management

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IBOP - Iowa Board of Parole

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ICN - Iowa Communications Network

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IDB - Iowa Department for the Blind

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IDR - Iowa Department of Revenue

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IECDB - Iowa Ethics and Campaign Disclosure Board

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IEDA - Iowa Economic Development Authority

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IGOV - Governor of the State of Iowa

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ILEA - Iowa Law Enforcement Academy

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IPERS - Iowa Public Employees

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IPIB - Iowa Public Information Board

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IUC - Iowa Utilities Commission

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IWD - Iowa Workforce Development

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