Marcy Jacobs
Marcy is the State of Maryland’s first Chief Digital Experience Officer, leading the Maryland Digital Service (MDDS). She has spent 20+ years making it easier for people to get needed information, benefits, and services from government agencies.
Previously, she led the public sector customer experience practice at McKinsey & Company. Prior to McKinsey, Marcy served for four years with the United States Digital Service at the White House, both as Design Director and later as the lead of the Digital Service at Veterans Affairs. Marcy and her VA team won the 2018 Samuel J. Heyman “Service to America” Medal for Management Excellence for their work developing veteran-facing tools.
“Helping teams learn about the power of human-centered design has been a passion throughout my career. In my role as Chief Digital Experience Officer, I have had the opportunity to drive changes that improve the digital experience we create for residents, customers, and state employees. I firmly believe in politely challenging the status quo and not accepting outdated ways of working. If we want different outcomes for our customers and team, we must thoughtfully consider what is working and what isn't.”