CX Practitioner (Public Sector & Government)
2-day practitioner certification that builds end-to-end citizen-experience capability, from public value and trust through journey mapping and Voice of Citizen to service design, complaints recovery and the business case.
Two days, nine modules, one credential
The Certified CX Practitioner, Public Sector & Government (CXPSG) is a 2-day ICXI practitioner-specialist programme that equips public-sector practitioners to deliver citizen experience as a professional discipline. It is built for councils, central government departments, NHS bodies, blue-light services, regulators, agencies and devolved administrations, where experience is governed not by the market but by public value, statutory rights and democratic legitimacy. Citizen experience is every interaction a citizen has with public services, shaped not only by outcomes but by how they were treated, heard and respected.
2 days
09:00 to 15:00 daily
Classroom or live virtual
Tutor-led, with live workshops
30-question exam
40 minutes, 70% to pass
CXPSG Practitioner
ICXI-certified, no prerequisites
The two-day agenda
Nine modules: foundations and understanding citizens on Day 1, then designing and delivering excellence on Day 2, closing with the exam.
Day 1 · Foundations & Understanding Citizens
- D1The Citizen Experience Imperative
Why CX defines modern government, declining trust, the societal cost of poor service, and the move from transactional to relational.
- D1Public Value, Trust & Citizen Rights
Moore’s Public Value Theory, the social contract, trust dimensions, Citizens’ Charters, procedural fairness and equity by design.
- D1Citizen Segmentation, Vulnerability & Inclusion
Segmentation, intersectionality, the vulnerability spectrum, digital exclusion, universal design and citizen personas.
- D1Citizen Journey Mapping
Stages, touchpoints and emotions, multi-agency journeys and the whole-life-event approach, with a group mapping workshop.
- D1Voice of Citizen & Satisfaction Measurement
VoC sources, CSAT, CES, trust indices and cNPS, complaints as intelligence, closing the loop and a one-page CX dashboard.
Day 2 · Designing & Delivering Excellence
- D2Human-Centred Design & Co-Design
Design thinking in public services, research methods, the co-production spectrum and prototyping, with a mini design sprint.
- D2Service Standards, Charters & Blueprinting
Service standards, Citizens’ Charters, service blueprints, fail points and bottlenecks, and impact and effort prioritisation.
- D2Complaints, Service Recovery & Frontline Excellence
Complaints as a right and as intelligence, the HEART model, the service recovery paradox, frontline empowerment and difficult interactions.
- D2Measurement, Performance & Building the Case
KPIs, the balanced scorecard, the economics of CX, public value metrics and a one-page business case presented to leaders.
- D2Recap & CXPSG Examination
A module-by-module recap, then 30 multiple-choice questions in 40 minutes, closed book, with 70% to pass (21 of 30).
Who it is for, and what you gain
Who should attend
- CX, customer-services and citizen-experience practitioners in councils, central government, NHS bodies, blue-light services, regulators and agencies
- Transformation, digital, service-design and customer-services managers improving citizen journeys end to end
- Complaints managers, frontline supervisors and team leaders handling complaints, service recovery and difficult interactions
- Policy, performance and insight officers using citizen evidence in service design
- Partner consultants and external delivery staff supporting CX work for public bodies
- Cohorts cascaded from a Citizen Experience Executive Masterclass
What you will leave with
- Why citizen experience is the defining challenge of modern government, and how it differs from commercial CX
- Public value, trust dimensions, citizen rights, charters and equity by design applied to service decisions
- Citizen segmentation with attention to vulnerability, intersectionality, digital exclusion and universal design
- End-to-end citizen journey maps, including emotions, multi-agency handoffs and whole life events
- A Voice of Citizen programme with the right metrics, and complaints turned into intelligence
- Human-centred design, co-design, service standards and service blueprints
- Complaint handling with the HEART model, service recovery and a one-page CX business case
- The ICXI Certified CX Practitioner (Public Sector & Government) credential
How it fits the Academy pathway
CX Practitioner (Public Sector & Government) is the practitioner step of the ICXI citizen-experience pathway. It follows the Citizen Experience Executive Masterclass for senior leaders, there are no prerequisites, and the five-day CX Professional Diploma is the upgrade pathway. Related public-sector programmes include CX Measurement & Analytics (Public Sector), the Certified VoC Practitioner (Public Sector), Responsible AI in CX (Public Sector) and the Government CX Maturity Assessment.
Related courses.
Academy · 2 days
CX Foundation
Working knowledge of the ICXI 12 CX Pillars Framework: the foundation every other Academy programme builds on.
Academy · 1 day
CX Executive Masterclass (Commercial)
Strategic awareness for senior commercial leaders setting CX direction without delivering it day-to-day.
Academy · 1 day
Citizen Experience Executive Masterclass
Strategic awareness calibrated for senior public-sector leadership: democratic accountability, statutory obligations, equity.
Book a place on CX Practitioner (Public Sector & Government)
Book a seat on a public cohort, arrange an in-house CXPSG cohort for your council, NHS body, department, regulator, agency or partner firm, or discuss a masterclass-plus-practitioner cascade for your whole organisation.
Frequently asked questions
Who is CX Practitioner (Public Sector & Government) for?
Public-sector practitioners who deliver citizen experience: CX, customer-services and citizen-experience practitioners; transformation, digital and service-design managers; complaints managers, frontline supervisors and team leaders; policy, performance and insight officers; partner consultants working for public bodies; and teams cascaded from a Citizen Experience Executive Masterclass.
How long is the course and how is it delivered?
Two days, 09:00 to 15:00 daily including the assessment, tutor-led in a classroom or live virtual. It runs as nine modules with journey-mapping and design-sprint workshops, a complaints simulation and a business-case build.
How is the course assessed?
A 30-question multiple-choice examination at the end of Day 2, weighted across all nine modules: 40 minutes, closed book, individual and invigilated, with a 70% pass mark (21 of 30). One re-sit is available at no extra cost, and successful delegates become ICXI Certified CX Practitioners (Public Sector & Government).
What will I be able to do afterwards?
Frame citizen experience as a public-value and rights-based discipline, segment citizens with attention to vulnerability, map journeys across agencies, run a Voice of Citizen programme, co-design services, write service standards and blueprints, handle complaints with the HEART model, and build a one-page CX business case.
What makes it different from commercial CX training?
In the public sector, experience is governed by public value, statutory rights and democratic legitimacy rather than the market. Equity, access and rights are central, not optional, and citizen-centred practice is taught as a connected system rather than a set of techniques.
How does it fit ICXI's other courses?
It is the practitioner step between the one-day Citizen Experience Executive Masterclass for senior leaders and the five-day CX Professional Diploma. There are no prerequisites, and related public-sector programmes include CX Measurement & Analytics (Public Sector) and the Certified VoC Practitioner (Public Sector).