Customer Experience Is Everyone’s Job (And Why It Can Help Your Career)

1:45-2:45 PM ET/10:45-11:45 AM PT – Breakout Session Round 2 (1 CPE Credit):

Do you consider yourself a CX professional? Why or why not? The truth is, every government employee should think of themselves as a customer experience expert. This breakout session will feature a CX thought leader who will share why this skillset is crucial for public servants looking to advance their careers.

Key Takeaway: You’ll learn why customer experience is a critical skill for all public servants and how to incorporate it into your daily work.

ECQ 3: Results Driven


Natasha Porter, Enterprise Data Management Division Chief, Defense Logistics Agency is currently leading a new division, Enterprise Data Management within Defense Logistics Agency (DLA) Information Operations. She manages two branches that ensure a common understanding of DLA data so it can be leveraged to support the Warfighter. Her previous role was the Division Chief of Research, Review and Analysis within DLA. She managed a team of five branches comprised of 50 data analysts that took business requirements and translated them into analytical insight. Prior to her division manager position, Ms. Porter was the Branch Chief of Review and Analysis managing a team of eight analysts that identified trends, drivers and determined causation impacting Agency Performance Review metrics. In her previous role she was an Operations Research Analyst developing tailored data analytics to help drive business value.

Before returning to DLA, Ms. Porter gained corporate experience leading teams and strategic projects. In 2016, she was a Senior Supply Chain Analyst collaborating with finance, business development, operations and IT to design Distribution Centers for new and existing customers at DHL. She analyzed customer data by building statistical models to determine operational profile, determine process flow, define facility size requirements, and decide staff and capital requirements within the operation. Prior to that she held Operations, Transportation and Planning roles at L Brands from 2010-2012. While there she managed Bath and Body Works (BBW) Performance Brands and Home Fragrance Décor subcategories. Additionally, she directed 50 employees in the Less Than Case department of BBW’s distribution center.

After graduating from North Carolina Agricultural and Technical State University, Ms. Porter started her career at Defense Logistics Agency in 2003. She was an Inventory Management Specialist controlling the level and flow of supplies from initial plan through disposal. She also worked in Wiesbaden Germany from 2005 to 2008 providing logistical assistance to U.S. military service components by disseminating, coordinating and tracking war fighter concerns in the European Command.

Ms. Porter has 20 years of industry experience concentrated in Defense, Retail and Third-Party Logistics sectors. She is an organized, analytical, strategic thinking leader with experience in various Information Technology, Data Analytics and Supply Chain roles. She excels at building relationships, working within a cross-functional environment, and providing Executive level support. She holds an MBA with a focus in Operations and Logistics Management from The Ohio State University. She also earned a Bachelor of Science in Transportation and Logistics from North Carolina A&T State University.

Ms. Porter currently resides in Bexley, Ohio with her husband Mike Porter and their three sons Trey, Christopher and Grant. She enjoys reading, traveling and supporting her son’s various activities.