WEST CHESTER, PA — In a move that signals a modern shift in public-sector leadership, Chester County has named Megan Moser, M.P.A., as its new Chief Experience Officer (CXO), a role focused on improving constituent engagement and service delivery across the county. The appointment was ratified at the most recent public meeting of the Chester County Commissioners.
The CXO position is part of a broader transformation initiated by the Commissioners to bring a more entrepreneurial and customer-centric approach to county government. In 2023, the county rebranded its top administrative post from County Administrator to Chief Executive Officer (CEO), a title more commonly associated with the private sector. CEO David Byerman continued this modernization by redesignating the Deputy Administrator role as Chief Experience Officer, reinforcing a strategic emphasis on the quality of services delivered to the public.
“In appointing a Chief Experience Officer—possibly the first in the nation at the county level—we are sending a clear message that constituent experience is central to our mission,” said Byerman. “Our residents deserve outstanding service, and we are so fortunate to have someone with Megan’s talents to help us raise the bar for how we serve Chester County.”
In her new role, Moser will oversee several departments with direct public-facing responsibilities, including Health, Human Services, Libraries, Open Space Preservation, Voter Services, Water Resources, Workforce Development, and Pocopson Home, the county’s long-term care facility.
Moser brings extensive experience in customer engagement and organizational transformation from both the federal government and the private sector. Most recently, she served as Director of Customer Experience at the General Services Administration’s Technology Transformation Services Centers of Excellence. There, she worked closely with agencies such as the U.S. Department of State and the Office of Management and Budget to improve user experience and streamline service delivery.
Her previous roles include constituent-facing positions with the City of Philadelphia and the Wharton School of Business. Moser holds a Master of Public Administration from the University of Pennsylvania’s Fels Institute, a Bachelor of Arts in Human Services from Chestnut Hill College, and has completed post-baccalaureate studies at Penn’s School of Arts and Sciences.
Chester County’s restructured leadership team now includes a CEO, a Chief Operating Officer (COO), and the new CXO, reflecting a corporate-style model aimed at driving innovation, efficiency, and responsiveness across government operations.
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