Barbara Morton, Deputy Veterans Experience Officer

Barbara C. Morton assumed her current duties in July 2016 as Deputy Chief Veterans Experience Officer, Veterans Experience Office (VEO), Department of Veterans Affairs (VA). In this role Barbara co-leads VEO, the Secretary’s customer experience (CX) insight engine supporting and enabling the Department in providing the highest quality experiences in the delivery of care, benefits and memorial services to Service members, Veterans, their families, caregivers and survivors. Barbara is responsible for building a lasting CX capability at VA and sharing best practices across sister Federal Agencies, including The Customer Experience Cookbook, which serves as a CX practitioner’s guide to stand up and mature customer experience capabilities in government. She is a recipient of the 2022 Samuel J. Heyman Service to America Award for Management Excellence, 2021 Service to the Citizen Award for Government Executive of the Year, 2019 Service to the Citizen Award and the 2019 Gears of Government President’s Award for her role in transforming VA’s capabilities to provide Veterans with an excellent customer experience.

Barbara joined VA in 2006 as a Staff Attorney at the Board of Veterans’ Appeals (Board). She served the Board in a variety of other capacities to include Special Counsel to the Appellate Group, Special Assistant to the Vice Chairman, Executive Assistant to the Chairman, and Executive Director for the Office of Management, Planning and Analysis. While at the Board, Barbara stood up and led the Board’s Appeals Modernization OIT efforts, which included securing industry technologists from United States Digital Service to develop and launch new appeals platforms.

A native of Massachusetts, Barbara attended Skidmore College in Saratoga Springs, NY, earning a degree in psychology and philosophy. After receiving her J.D. from Suffolk University Law School, Barbara completed two clerkships in the New England area and thereafter pursued an LL.M. in constitutional law at Georgetown Law. She has published a variety of law review articles, including two pieces relating to posttraumatic stress disorder.

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