Santiago Milian builds Booz Allen’s customer experience (CX) capability, drives our experience-focused innovation agenda, and leads several CX programs for our clients, including for the General Service Administration’s Center of Excellence for CX and the United States Postal Service’s mobility programs.
Based out of our Herndon, Virginia, office, Santiago provides human-centered digital strategy and technical leadership in delivering cutting-edge citizen services enabled by digital solutions. He brings more than a decade of professional experience leading projects for federal clients related to human-centered design, CX, user experience, analytics, and web and mobile application development. Santiago's previous CX projects include those for the Internal Revenue Service (IRS) Office of Online Services, the General Service Administration’s 18F support to State Department’s TalentMap, and the Department of Veterans Affairs. He has also provided his expertise and leadership in mobile application development for the U.S. Navy's Keep What You’ve Earned campaign, the Air Force Culture and Language Center, the U.S. Army’s Patton Museum of Leadership, and Arlington National Cemetery.
Santiago is excited to bring Booz Allen’s CX expertise to bear on real-world problems through support to our federal clients and our communities. For example, he's proud of our sponsorship and support of Design Thinking DC's Summer of Design program, which teaches local residents essential design thinking skills needed to improve their community and the world. In 2019, the program drew upon Booz Allen’s and Santiago’s experience supporting the IRS in improving the taxpayer experience.
Santiago has a B.S. in political science from the Massachusetts Institute of Technology.