Toni Hightower

Human Centered Designer, Veterans Experience Office
U.S. Department of Veterans Affairs

Toni Hightower is a Human Centered Designer for the Veterans Experience Office in Veterans Affairs. Her major projects include: Own the Moment (CX Workshop focusing on the emotional element of CX!), standing up the Patient Experience University for Veterans Health Administration and currently the project lead for the Telehealth project (post COVID 19).

Toni served in the United States Army from 1989-2010 as a Military Police Officer with numerous deployments to include: Desert Storm and Operation Enduring Freedom.

Toni came to the Veteran’s Affairs as the Chief of Police for the Little Rock VA , serving 7 years. During that time, she created Veteran Centered Policing, which eventually spread throughout the entire VA Police force.

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