Janet Pence

Acting Director, CBP Experience Division, Office of the Commissioner,

U.S. Customs and Border Protection (CBP)

Janet Pence has worked for U.S. Customs and Border Protection, Department of Homeland Security, and its predecessor agency U.S. Customs Service, for more than 30 years. Most recently, she established and leads the Customer Experience Division where she directs agency-wide human centered design initiatives focused on both employee and customer experience. Prior to that, she served as the Chief of Staff in the Office of Information and Technology where she supported the Chief Information Officer on projects such as network designs, cloud computing, digital transformation and applied technology. She also gained expertise in international trade, serving in leadership positions in the agency’s Office of Trade for more than 10 years.
Janet earned a Master’s of Public Administration (M.P.A.) from the George Washington University and a Bachelor of Arts (B.A.) from Muhlenberg College. She lives in northern Virginia with her husband and three children.

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