Customer Engagement Analyst

1 week ago

Parkersburg, West Virginia, United States TREASURY Full time

Customer Experience Specialist

Department of the Treasury

Location

1 vacancy in the following location:

Relocation expenses reimbursed

No

Telework eligible

Yes, as determined by agency policy

Duties

Summary

PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended.

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. A Customer Experience Specialist is responsible for providing insights and recommendations in the design and execution of customer interactions to fulfill or surpass customer expectations while enhancing customer loyalty and advocacy.

Responsibilities

As a Customer Experience Specialist, your responsibilities will include:

  • Acting as a technical consultant for RCM programs regarding matters, issues, and inquiries related to customer experience and/or designated areas.
  • Designing and executing comprehensive management studies, initiatives, or data collection efforts, where the scope of the studies is broad and challenging to define initially. These studies are intended to yield information that aids management in overseeing RCM's diverse program areas, influences program delivery, and identifies actual or potential issues affecting program operations and customer satisfaction in both the short and long term.
  • Preparing and/or delivering briefings for senior management to elucidate specific analyses of subject matter, as well as to offer recommendations or action plans and provide guidance for implementation.
  • Making suggestions for the development or modification of program objectives and resource allocation to meet established goals, thereby enhancing customer experience and the effectiveness of operational programs.
  • Identifying and participating in national projects or studies, work groups, task forces, and/or panels, often focusing on unprecedented challenges that will shape the future direction of RCM programs. Utilizing technical leadership, exceptional creativity, and sound judgment to develop, define, and adjust research and/or programmatic objectives, while devising innovative solutions to significant problems impacting RCM.
  • Creating authoritative documents and/or reports that articulate RCM's position and advance the objectives of the assigned program areas. Evaluating information for technical and operational feasibility and compliance with project objectives, while recommending actions on strategic initiatives.
  • Engaging with key government and private officials and top experts in the field, representing RCM at technical symposiums and conferences.

Travel Required

Occasional travel - Up to 1 to 5 nights per year

Supervisory status

No

Promotion Potential

13

Requirements

Conditions of Employment

  • Must be U.S. Citizens or U.S. Nationals.
  • Please refer to "Conditions of Employment."

Qualifications

You must meet the following requirements within 30 days after the closing date of this announcement.

Specialized experience: For the GS-13, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized experience for this position includes:

  • Engaging in customer experience strategy, utilizing various customer experience measurement tools to define and implement customer experience projects, and demonstrating experience in applying design methods amidst changing circumstances and stakeholders with diverse priorities.
  • Communicating with senior-level management regarding customer experience techniques and methodologies.
  • Facilitating innovative human-centered design customer experience (CX) workshops, resources, training, and webinars for service delivery personnel.
  • Employing customer experience (CX) strategies to enhance service delivery.
  • Implementing CX initiatives that follow customer journeys across organizational boundaries and utilizing collected information combined with operational data to drive decision-making, demonstrate impact, and support continuous improvement.
  • Applying design techniques to achieve positive customer outcomes, including knowledge of design thinking, service design, content design, product design, behavioral science, ethnographic research, usability research, or accessibility assessment practices.

In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable:

For the GS-13, you must have been at the GS-12 level for 52 weeks.

Education

Additional information

Factors such as cost-effectiveness, labor market conditions, and difficulties in filling the position will be reviewed in determining if payment of relocation expenses is in the best interest of the Government.

This is a non-bargaining unit position. This position is classified as high risk.

We offer opportunities for telework and flexible work schedules.

CONDITIONS OF EMPLOYMENT:

  • A one-year probationary period may be required.
  • Public Trust Background Investigation will be required.
  • Must successfully complete a background investigation. Periodic reinvestigation is required no later than five years after selection and at least every succeeding five years.
  • Obtain and use a Government-issued charge card for business-related travel.

How You Will Be Evaluated

Your evaluation for this position will be based on how well you meet the qualifications outlined above. Your application will include your resume, responses to online questions, and required supporting documents. Ensure that your resume provides detailed information to support your qualifications for this position; failure to provide sufficient evidence may result in a not qualified determination.

Rating: Your application will be evaluated in the following areas: Analytical, Communication, and Project Management. Your application will be rated and ranked among others based on your responses to the online questions regarding your experience, education, training, performance appraisals, and awards relevant to the duties of this position.

Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration.

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