Senior Customer Experience Strategist

1 month ago

Washington, Washington, D.C., United States USAJobs Full time
Duties

The Senior Customer Experience Strategist performs the following duties:
  • Develop and engage stakeholder relations across organizations and functions in order to build customer understanding, solve challenging problems, and empower teams to collaboratively develop metrics, measure results, and integrate new methodologies optimizing customer experience and program performance.
  • Manage, identify and assess customer needs to compel customer feedback through research, and other data to develop insights to support leadership decision-making.
  • Engages in planning and facilitating workshops, meetings and/or other interactive sessions in order to gather feedback and insight from key customers and stakeholders to determine operational needs and changes to the program.
  • 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.
  • Designs and undertake complex management studies, initiatives, or data gathering efforts to improve program areas and potential problems impacting program operations.

    Requirements

    Conditions of Employment
    • Security and Background Requirements: If not previously completed, a background security investigation will be required for all appointees . Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. Failure to successfully meet these requirements may be grounds for appropriate personnel action. In addition, if hired, a background security reinvestigation or supplemental investigation may be required at a later time. Applicants are also advised that all information concerning qualifications is subject to investigation. False representation may be grounds for non-consideration, non-selection and/or appropriate disciplinary action.
    • E-Verify: If you are selected for this position, the documentation that you present for purposes of completing the Department of Homeland Security (DHS) Form I-9 will be verified through the DHS "E-Verify" System. Federal law requires DHS to use the E-Verify System to verify employment eligibility of all new hires and as a condition of continued employment obligates the new hire to take affirmative steps to resolve any discrepancies identified by the system. The U.S. Department of Health and Human Services is an E-Verify participant.
    • Direct Deposit: All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.
    • All qualification requirements must be met by the date the announcement closes.
    • Financial disclosure statement may be required: No
    • One-year probationary period may be required.
    • Travel, transportation, and relocation expenses may be paid: No
    • Bargaining Unit Position: Yes
    • Drug Screening Required: No
    • Recruitment incentives may be authorized: No
    • Student loan repayment incentive may be authorized: No
    • Annual leave for non-federal service may be authorized: No
    • U.S. Citizenship Required: Yes
    • Males born after December 31, 1959 must be registered or exempt from Selective Service -

      Qualifications

      Your resume must include detailed information as it relates to the responsibilities and specialized experience for this position. Evidence of copying and pasting directly from the vacancy announcement without clearly documenting supplemental information to describe your experience will result in an ineligible rating. This will prevent you from receiving further consideration.

      To qualify for the GS-14 position, the incumbent must have one year of specialized experience that is equivalent to at least the GS-13 level or equivalent, performing duties such as: developing and implementing customer experience strategies to support organizational goals of creating continuous improvement; managing the design and development of digital products, platforms, or services for an organization to enhance the user experience; providing senior analysis of quantitative and qualitative customer research to drive decision-making using human-centered design principles; and leading teams to deliver improvements in the customer experience to include facilitating design sessions or workshops.

      Time-in-grade: Current General Schedule (GS) federal employees, and those that have served in GS positions within the last 52 weeks, must have served 52 weeks at the next lower grade, or a combination of the next lower grade level and an equivalent band in the federal service. Provide a copy of your last or most recent SF-50, "Notification of Personnel Action" to indicate your current federal status. You must also submit additional SF-50(s) to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you must provide an additional SF-50 that clearly demonstrates one year time-in-grade.

      Documenting experience: In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the "percentage of times" the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above.

      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; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to gain employment. You will receive credit for all qualifying experience, including volunteer experience. If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited.

      Education

      Additional information

      People With Disabilities (Schedule A) -

      Reasonable Accommodation: This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please see Agency Contact Information for whom to contact for more info. The decision on granting reasonable accommodation will be made on a case-by-case basis. You must email the agency contact on the vacancy announcement at least three business days before the closing date of this announcement to receive assistance.
      For more information on disability employment, please visit

      Career Transition Program (CTAP): This program applies to Federal service employees whose positions have been deemed surplus or no longer needed, or employees who have been involuntarily separated from a Federal service position within the competitive service. To receive selection priority for this position, you must: 1) meet eligibility criteria for CTAP; 2) be rated well-qualified for the position; and 3) submit the appropriate documentation to support your CTAP eligibility. Well-Qualified includes those applicants whose knowledge, skills, and abilities clearly exceed the minimum qualification requirements for the position. For information on eligibility criteria and required documentation, go to:

      Beginning January 1, 2010, agencies must seek prior approval from OPM before they can appoint a current or recent political appointee to a competitive or non-political excepted service position at any level under the provisions of title 5, United States Code. If you are currently or have been within the last 5 years, a political Schedule A, Schedule C, or Non-career SES employee in the executive branch, you MUST disclose that to the Human Resources Office.

      In accordance with Executive Order 12564 of September 15, 1986, The Department of Health and Human Services (HHS) is A Drug-Free Federal Workplace. The Federal government, as the largest employer in the Nation, can and should show the way towards achieving drug-free workplaces through programs designed to offer drug users a helping hand, and at the same time demonstrating to drug users and potential drug users that drugs will not be tolerated in the Federal workplace. The use of illegal drugs, on or off duty, by Federal employees is inconsistent not only with the law-abiding behavior expected of all citizens, but also with the special trust placed in such employees as servants of the public. Applicants selected for this position will be subject to reasonable suspicion and post-accident drug testing upon hiring. To demonstrate commitment to the HHS goal of a drug-free workplace and to set an example for other Federal employees, employees not in a testing designated position may volunteer for unannounced random testing by notifying their Drug-free Federal Workplace Program Point of Contact upon hiring.

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