Steven Matukaitis, CCXP

Steven Matukaitis is a service design and digital transformation leader focused on improving custmer and consitituent experience in complex government service environments. At Maximus, he leads cross-functional teams delivering end-toend experience improvements across contact centers, digital channels, and back-office operations, translating customer insights and performance data into shippable interventions such as IVR modernization, proactive outreach, knowledge / scripting optimization, workflow automation, and CRM/CCaaS-enabled Service Delivery. Steven is known for building measurable CX operating models that connect journey -level design to outcomes and value capture (e.g. reduced effort, improved resolution, increased compliance and trust, and better operational performance. He champions accessible, inclusive design and scalable governbance to ensure improvements sustain beyond initial deployment.