Client Experience Consultant

1 week ago


Parkersburg, West Virginia, United States TREASURY Full time

Position Title: Customer Experience Specialist

Department: Bureau of the Fiscal Service

Location: Multiple vacancies available

Relocation Expenses: Not reimbursed

Telework Eligibility: Yes, as determined by agency policy

Overview:

This role is situated within the Revenue Collections Management, Agency Relationship Management & Engagement Division, specifically in the Outreach & Engagement Branch. The Customer Experience Specialist is responsible for analyzing and advising on the design and management of customer interactions to enhance customer satisfaction and loyalty.

Key Responsibilities:

As a Customer Experience Specialist, your duties will include:

  • Acting as a technical consultant for RCM programs regarding customer experience and related issues.
  • Designing and executing comprehensive management studies and initiatives that require broad parameters, adapting as the project evolves.
  • Preparing and delivering presentations to senior management, providing insights and recommendations based on thorough analysis.
  • Identifying and engaging in national projects, task forces, and panels that address significant challenges impacting RCM programs.
  • Developing authoritative reports that articulate RCM's position and support program objectives.
  • Collaborating with key officials and experts to represent RCM at various technical events.

Travel Requirements:

Occasional travel may be necessary, estimated at 1 to 5 nights per year.

Supervisory Status: None

Promotion Potential: GS-13

Qualifications:

Applicants must be U.S. Citizens or U.S. Nationals. Specialized experience at the GS-12 level is required, including:

  • Experience in customer experience strategy and measurement tools.
  • Proven ability to implement design methods in varying circumstances.
  • Experience in communicating with senior management regarding customer experience techniques.
  • Demonstrated skills in presenting customer experience workshops and resources.
  • Expertise in aligning customer experience strategies with organizational goals.

Additional Information:

This position is a high-risk role requiring a Public Trust Background Investigation. Flexible work schedules and telework opportunities are available. A one-year probationary period may be required.



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