Donna Richardson is the Customer Experience (CX) Outcomes Supervisor, in the Tools & Implementation (T&I) directorate of the national Veterans Experience Office (VEO). She has been with VA’s Veterans Experience Office for 8 years, starting with regional coverage of New England, spending 6 years on national VA Patient Experience initiatives, and most recently expanding to broader Customer Experience initiatives across all VA administrations. Within VEO T&I, she specializes in assessments, change management, communications, and data. Prior to her work with VA, she spent 11 years at the U.S. Department of State working in Public Affairs and Public Diplomacy. She has a Master of Science degree in Public Relations. She currently lives on the coast of Maine with her husband and two-year-old daughter