Client Engagement Analyst
1 week ago
Position Title: Customer Experience Specialist
Department: Bureau of the Fiscal Service
Location: Not specified
Vacancies: 1
Relocation Expenses: Not reimbursed
Telework Eligibility: Yes, as determined by agency policy
Overview:
This role is situated within the Bureau of the Fiscal Service, specifically in the Revenue Collections Management, Agency Relationship Management & Engagement Division, Outreach & Engagement Branch. The Customer Experience Specialist is tasked with analyzing and advising on the design and execution of customer interactions to meet or surpass customer expectations, thereby enhancing customer loyalty and advocacy.
Key Responsibilities:
As a Customer Experience Specialist, your duties will include:
- Acting as a technical consultant for RCM programs regarding customer experience matters.
- Designing and conducting comprehensive management studies and initiatives that address broad and complex issues.
- Preparing and delivering briefings to senior management, providing detailed analyses and actionable recommendations.
- Participating in national projects and task forces, focusing on innovative solutions to unprecedented challenges.
- Developing authoritative reports that articulate RCM's position and support program objectives.
- Engaging with key government and private sector officials to represent RCM at technical conferences.
Travel Requirements:
Occasional travel may be required, estimated at 1 to 5 nights per year.
Supervisory Status: No
Promotion Potential: GS-13
Qualifications:
To qualify for this position, candidates must meet the following criteria:
- U.S. Citizenship or U.S. National status.
- Specialized experience equivalent to GS-12 level in the Federal service, including participation in customer experience strategy and implementation of measurement tools.
- Demonstrated ability to communicate effectively with senior management and deliver customer experience workshops.
- Experience in utilizing customer experience methodologies to enhance service delivery.
Additional Information:
This position is classified as high risk and may require a one-year probationary period. A Public Trust Background Investigation will be necessary, and periodic reinvestigations will occur every five years.
We offer flexible work schedules and opportunities for telework.
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