Charles Thomas

Charles Thomas, MPA, currently serves as an Experience Management (XM) Strategist for State and Local Government at Qualtrics since September 2025. Prior to this role, Charles held several positions at the United States Patent and Trademark Office (USPTO), including Customer Experience Administrator for Trademarks, Acting Customer Experience Director, and Web Communications Strategist. In these roles, Charles focused on enhancing customer experience, co-creating customer experience strategies, and improving the USPTO website through data-driven insights. Charles has also contributed to various consulting roles with DMI, Crest Creek Consulting, and Master Key Consulting, specializing in content strategy, technical writing, and grants management. Educationally, Charles holds a Master of Public Administration and a Nonprofit Management Certificate from George Mason University, as well as a Bachelor of Arts in Professional and Technical Writing from Saginaw Valley State University.