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 40 years. She established and currently leads the Customer Experience Division within the Office of the Commissioner where she directs agency-wide human-centered design initiatives focused on both employee and customer experience. Previously, she served as the Chief of Staff in the Office of Information and Technology for 15 years, where she served as advisor and chief administrative officer for three Chief Information Officers, supporting programs such as software development, network designs, cloud computing, digital transformation and applied technology.

Ms. Pence also served as Division Director providing nationwide technical support to private sector trade partners. She created the CBP Trade Support Network, connecting over 500 industry members and 20 federal agencies to improve the movement of commercial goods. She also held Chief of Staff roles in CBP’s Offices of Trade and Human Resources. Prior to these roles, she spent several years helping design and implement the Automated Commercial Environment (ACE)—the system used to process commercial importations into the United States—led integrated product teams focused on targeting and analysis, entry summary and revenue, and established an innovative subscription-based communication system that remains central to CBP’s engagement with private industry on matters related to international trade.

Ms. Pence earned a Master of Public Administration (M.P.A.) degree from the George Washington University and holds a Bachelor of Arts (B.A.) from Muhlenberg College. She lives in northern Virginia with her husband and three children.