Customer Experience Strategist

3 weeks ago

Washington DC, United States USAJobs Full time
Duties

Being a Customer Experience Strategist makes you a valuable member of the Office of Innovation You will oversee the planning, coordination, development, and completion of complex and varied projects to extract, transform, and load data into relational and non-relational data stores.. Typical assignments include: Incorporates modern techniques and methods to present information and material to target audiences. Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas worth exploring through innovative methods. Demonstrated ability to effectively outline and identify business workflows and requirements. Work with stakeholders across organizations, functions, and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems. Defines the overall goals and objectives of the user experience function or specific issues by meeting with OIG leadership. Provides input and recommendations to the development or changes on human centered design information for technical and operational feasibility and adherence with project objectives. Recommends actions on projects or broad, agency-wide strategic initiatives. Establishes a system to review, control and report on user experience development status. Design and undertakes complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds. Defines the overall goals and objectives of the customer experience function or specific issues by meeting with stakeholders. Works with customers to evaluate their mission requirements, identify the target audience, and define objectives/goals of the requested project, business flow or requirements where these may not have been identified. Document, package and present findings, insights and recommendations via reports, presentations and/or other outputs as needed. Make research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos, experiences, and exhibits. Prepares reports summarizing proposed long- and short- term organizational customer experience goals. Communicate ideas, research, concepts, methods, analyses, evaluations, and makes recommendations in a logical and convincing manner. Facilitates regular discussions with customers to gather requirements, assess user experiences, and plan future work. Actively participates and plans meetings with customers focused on identifying workflows, requirements, problems and resolving issues.

Requirements

Conditions of Employment

You must be a U.S. citizen to apply for this position You must successfully pass a background investigation You must be able to obtain Secret security clearance Selective Service registration required Completion of one year trial period may be required

Qualifications

SPECIALIZED EXPERIENCE REQUIREMENTS GS-13
You qualify for the GS-13 grade level if you possess one year of specialized experience at the GS-12 grade level performing duties such as:
experience in:
1. Experience applying design techniques in service of positive customer outcomes, which could include deep knowledge of design thinking, service design, content design, product design, behavioral science, usability research, or accessibility assessment (including 508 standards) practices.
2. Experience implementing CX initiatives that follow the customer journeys across organizational silos. Has used information collected, combined with operational data, to drive decision-making, demonstrate impact, and support continuous improvement. Experience working in a context where priorities can be ambiguous and /or change rapidly.
3. Demonstrated ability to manage assignments that require creatively gathering and analyzing customer feedback, research, and other data to develop insights to support leadership decision-making.
4. Demonstrated experience in qualitative and quantitative research and analysis to enhance customer experience.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The qualification requirements listed above must be met by the closing date 08/26/2024of this announcement.

The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.

Education

There are no specific education requirements or substitution of education for experience for this position.

Additional information

DHS offers competitive salaries and an attractive benefits package, including: health, dental, vision, life, and long-term care insurance; retirement plan; Thrift Savings Plan [similar to a 401(k)]; Flexible Spending Account; Employee Assistance Program; personal leave days; and paid federal holidays. Other benefits may include: flexible work schedules; telework; tuition reimbursement; transportation subsidies; uniform allowance; health and wellness programs; and fitness centers. DHS is committed to employee development and offers a variety of employee training and developmental opportunities. For more information, go to the DHS Careers website and select Benefits. Disabled veteran leave will be available to any Federal employee hired on or after November 5, 2016, who is a veteran with a service-connected disability rating of 30 percent or more.

If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration for Federal Employment , and to sign and certify the accuracy of all information in your application, prior to entry on duty. False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, fine, or imprisonment.

Additional identical positions may be filled from this announcement at a later date.

Background Investigation: To ensure the accomplishment of our mission, DHS requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Secret as a condition of placement into this position.

DHS uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify , including your rights and responsibilities.

The Department of Homeland Security encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR § 213.3102(u), and/or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR § 315.707. Veterans , Peace Corps / VISTA volunteers , and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the DHS mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the required documentation, click on the links above or contact the Servicing Human Resources Office listed at the bottom of this announcement.

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