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Chief Customer Experience Officer

2 months ago

College Park, Maryland, United States National Archives Inc Full time
Job Summary

This position is part of the National Archives and Records Administration, Office of the Chief Operating Officer and reports directly to the Deputy Chief Operating Officer. In support of NARA's Strategic Goal: Connect with Customers, the incumbent provides a comprehensive and authoritative view of NARA's internal and external customers and creates high-level customer strategies to maximize customer satisfaction.

Key Responsibilities
  • Oversee the development of high-level customer experience (CX) data, estimates, statistics, suggestions, and other information useful to higher-level managers in determining which goals and objectives to emphasize.
  • Lead high-level agency-wide initiatives with NARA Offices to identify and improve NARA services to internal and external customers.
  • Lead the development of high-level agency-wide customer service standards, policy, and planning in collaboration with NARA Office heads and the Strategy and Performance (MP) division.
  • Provide consultation services on customer experience best practices, resource materials, tools, and shares information on pertinent industry trends and contacts.
Requirements
  • A one-year probationary period may be required.
  • Must successfully complete a background investigation.
  • Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
  • If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
  • Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i-9.
  • Obtain and use a Government-issued charge card for business-related travel.
Qualifications
  • For the GS-15, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-14 grade level in the Federal service.
  • Specialized experience for this position includes: leading a team or project focused on developing strategies for improving customer experience, independently providing exhaustive technical advice/consulting support to senior managers specific to organizational long- and short-range planning, and gathering and analyzing data to develop reports and recommendations that support leadership decision-making.
  • In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: for the GS-15, you must have been at the GS-14 level for 52 weeks.