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Customer Centricity: Five Strategies for Everyday Leaders


60 minutes

In today’s fast-paced and changing world, the need to understand those you serve continues to shift. The impact of your organization’s success relies on how you meet these needs. Our Journey at the Naval Acquisition Career Center started by understanding that we need to focus on our people, internally and externally. Join us for our interactive webinar, where we will share insights and lessons in our Journey towards customer-centricity. 

Attendees will learn:

  • Actions to consider when shifting from customer service to a customer-centricity organization.
  • The power of gathering data in a variety of ways.
  • How the voice of the customer can redirect your work and strengthen your strategy.
  • Steps everyday leaders can quickly implement in their workplace and create a shift in how they serve the changing needs of customers and stakeholders.
  • The power of organizational values in your culture.

Who should attend:

  • Leaders and managers
  • HR and learning and development personnel
  • Trainers and independent consultants


Job - LinkedIn

Judith Cardenas is the President and CEO of Strategies By Design, a consulting firm helping organizations across the globe to innovate and design successful solutions and experiences for their clients. She has spent the last 10+ years empowering leaders and organizations to execute their vision and reach their goals through processes focused on innovation, change, and co-creation. 

Her academic background includes a doctorate in education administration, as well as a doctorate in training and performance improvement. She has completed a variety of postdoctoral training in topics such as Innovation, Design Thinking, Digital Facilitation and AI. 

Judith has created and delivered training to organizations and agencies such as the World Bank, United Nations, QVC, Inc., Phillips Semiconductor, U. S. Navy, U. S. Nuclear Regulatory Agency and U.S. Army, National Institute for Staff and Organizational Development/UT Austin and American College of Radiology. Connect with Judith on LinkedIn and Twitter. 

Ms. Lauren Engle is a dedicated workforce development professional with over 13 years of managing and leading command-wide programs that support employee lifecycles in the Department of the Navy.  Ms. Engle is the Deputy Director of the Navy Acquisition Career Center (NACC) located in Mechanicsburg, PA.  She is responsible for providing the Department of the Navy Acquisition Enterprise with the workforce development tools and programs that enable delivery of the products and services required by the Warfighter.  In addition, as the NACC’s Acquisition Workforce Programs Division Head, she oversees the facilitation of acquisition training, education, and certification requirements for the Acquisition Workforce. 

Throughout her tenure, Ms. Engle’s skill in building coalitions with multiple stakeholders led to the creation of a NACC culture initiative focused on providing meaningful connection between NACC employees and those they serve.  In addition, Ms. Engle led the development of a NAVSUP Enterprise acquisition organizational structure, including a board of executive advisors for the NAVSUP Vice Commander.  Her strategic initiatives led to NAVSUP’s highest compliance rates in regards to professional certification, hiring allocations, and budget execution. 

With her passion for helping people and organizations thrive, Ms. Engle served as the chair of the Cultural Awareness and Diversity Committee.  Ms. Engle also served on the Corporate Culture Committee and co-developed several key initiatives to ensure employees felt valued, respected, and heard.  She was selected by senior leadership to share the organization’s mission and vision at the largest maritime exposition in the United States, and was also selected as co-chair of the Combined Federal Campaign, the world’s largest and most successful annual workplace charity campaign to promote philanthropy.   

Ms. Engle holds a master’s degree in Training and Development from The Pennsylvania State University and a bachelor’s degree in Psychology from Lebanon Valley College. Ms. Engle was honored with a Navy Meritorious Civilian Service Award for her storytelling abilities and human-centric approach to communication.   


Mr. Robert L. Williams, Jr. is the Director of the Navy Acquisition Career Center (NACC) located in Mechanicsburg, PA.  He is responsible for providing the Department of the Navy Acquisition Enterprise with the workforce development tools and programs that enable delivery of the products and services required by the Warfighter.  Mr. Williams oversees the effective, innovative, and empowered team leading the Acquisition Enterprise in the development of a diverse, world-class workforce.  

Mr. Williams was selected to the position as Director in July 2019.  Prior to his present assignment, he served as the Deputy Assistant Commander, Corporate Operations at Naval Supply Systems Command (NAVSUP), Mechanicsburg, PA.  Other assignments include Chief of Staff for Logistics at Chairman, Joint Chiefs of Staff at the Pentagon in Washington, DC, Officer-in-Charge, USNS Carl Brashear (T-AKE 7) at Military Sealift Command at San Diego, CA, forward deployed to Yokosuka, JP, Director, Plans and Program, Naval Inventory Control Point, Mechanicsburg, PA, Naval Operational Logistics Support Center, Mechanicsburg, PA, Waterfront Support Officer, Kings Bay, GA, Supply Officer, USS Frederick (LST-1184), Supply Officer and Comptroller, Navy Shipyard, Agana, GU, Naval Diving and Salvage Training Center, Panama City, FL, and Assistant Supply Officer, USS San Jacinto (CG-56), Norfolk, VA. 

Mr. Williams graduated from Prairie View A&M University, Prairie View, TX with a bachelor’s degree in Applied Mathematics.  He holds two master’s degrees in Strategic Studies from the Naval War College in Newport, RI and National Security and Resource Strategy from the Dwight D. Eisenhower School in Washington, DC.  Mr. Williams also completed executive training programs at Stanford University and University of North Carolina. 

He joined the federal government after retiring from the Navy with 30 years of honorable service.  Prior to his assignment at NACC, he served in Mechanicsburg at NAVSUP. Mr. Williams received the Defense Superior Service Medal, Legion of Merit, Meritorious Medals and other awards for a distinguished military career.   


Tuskegee University - Product
Strategies By Design

Helping foster the culture of innovation needed to stay competitive in today’s modern, ever-changing market, the Strategies By Design Group applies innovative techniques and approaches to achieve immediate engagement and growth. And enhances the connection between behavior design and human-centric design.

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