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Through this shared announcement, we're hiring customer experience (CX) strategists to join us at different agencies across the Federal government to improve the way we serve the public. You must have dedication to mission, ability to continually re-center on the customers we serve, and willingness to go deep into projects and then zoom out to persuade leadership on the value of this work using data, user research, and customer insights.
Learn more about this agency10/21/2021 to 10/26/2021
$92,143 - $119,787 per year
Final salary depends on duty location.
GS 13
Many vacancies in the following location:
Yes—as determined by the agency policy.
Occasional travel - Varies - Some positions may require travel.
Yes—For some specific positions, you may qualify for reimbursement of relocation expenses in accordance with agency policy.
Permanent
Full-time
Competitive
None - Varies - Some positions may have promotion potential to higher grade levels.
No
Yes
DE-11262934-22-CL
618079400
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Federal employees who meet the definition of a "surplus" or "displaced" employee.
U.S. Citizens, CTAP, ICTAP
Education cannot be substituted for experience at the GS-13 grade level.
We held a virtual information session about this job opportunity announcement. The recording link and passcode are included below:
Participating agencies may include:
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated based on your responses to an online assessment focused on critical general competencies, and structured resume review and structured interview focused on critical technical competencies. The following competencies (knowledge, skills, abilities, and other characteristics) will be evaluated:
To be considered for this position, you must complete all required steps in the process, including the application, online assessment, resume submission, and structured interview.
Overstating your qualifications and/or experience in your application materials may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.
Online assessment: Applicants must complete the online USA Hire Competency Based Assessments measuring critical general competencies required to perform the job. Examples used in the assessment may include general situations not directly related to customer experience. Applicants submitting complete application packages and completing the online assessment will move on to the next phase of the assessment process.
Resume review: Subject matter experts (SMEs) will review your resume to determine your technical qualifications for this position based on the required specialized experience. SMEs will review ONLY three (3) pages of your resume, starting at your work experience. SMEs will not review additional information beyond your resume (e.g., links embedded in your resume will not be opened). Applicants passing the resume review will move on to the next phase of the assessment process.
Subject matter expert (SME) interview: At this phase, qualified candidates will participate in an SME interview to further assess your technical qualifications relative to the required specialized experience. Applicants passing the SME interview will be rated and ranked as described below.
Ranking and preference: Preference will be applied to applicants who move forward after the SME interviews. This is a competitive vacancy announcement advertised under Delegated Examining Authority. Selections made under this vacancy announcement will be processed as new appointments to the civil service. Current civil service employees would therefore be given new appointments to the civil service; however, benefits, time served, and all other Federal entitlements would remain the same.
If you meet the specialized experience (technical qualifications) for this position, your application will be evaluated under Category Rating and Selection procedures for placement in one of the following categories:
The following documents are required and must be submitted by 11:59 PM (ET) on 10/27/2021, or earlier since this announcement will close at 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date.
Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the "Required Documents" section above. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration, or earlier since this announcement will close at 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date. The application process is as follows:
Based on your application responses, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).
Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.
We will notify you of the outcome after each step of the recruitment process has been completed. After making tentative job offers, agencies will conduct suitability/security background investigations. Tentative timeframes are described below:
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/618079400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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From small businesses seeking loans to families receiving disaster support, every interaction between the Federal government and the public is an opportunity to demonstrate the government is working to meet their needs. To truly transform the way the public experiences government, we need to approach rebuilding trust transaction by transaction, internally and externally, interaction by interaction, across the life events people experience. And we need you to help us do it.
We're working with several of the nation's highest impact public-facing programs to implement a more systematic, government-wide approach towards elevating the importance of human-centered methods and increasing the public's trust and satisfaction with our Federal institutions.
