This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/566005100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.
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Summary
Through this shared announcement, we're hiring customer experience leaders 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, 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.
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Overview
- Hiring complete
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Open & closing dates
04/22/2020 to 04/23/2020
This job will close when we have received 300 applications which may be sooner than the closing date. Learn more -
Salary
$91,231 - $170,800 per year
Final salary depends on grade and duty location
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Pay scale & grade
GS 13 - 15
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Locations
Many vacancies in the following locations:
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Telework eligible
Yes—as determined by the agency policy.
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Travel Required
Occasional travel - Varies - Some positions may require travel.
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Relocation expenses reimbursed
Yes— You may qualify for reimbursement of relocation expenses in accordance with agency policy.
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Appointment type
Permanent
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Work schedule
Full-Time
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Service
Competitive
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Promotion potential
None - Some positions may have promotion potential to higher grade levels.
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Job family (Series)
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Supervisory status
No
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Security clearance
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Drug test
No
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Announcement number
DE-10676747-20-CH
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Control number
566005100
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This job is open to
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The public
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
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Career transition (CTAP, ICTAP, RPL)
Federal employees who meet the definition of a "surplus" or "displaced" employee.
Clarification from the agency
U.S. Citizens, CTAP, ICTAP
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Duties
- Build agency understanding of who their customers are (both internal and external) and the value they seek from Federal services, and what aspects of customer experience are most important to them.
- Creatively gather and package compelling customer experience data to support leadership decision-making.
- Bring together the right people and supporting culture to develop strategies for improving customer experience, and plan for achieving measurable outcomes.
- Act as a relentless entrepreneur driving opportunities and projects through to completion creatively within a bureaucracy, while maintaining respect for colleagues and tactfully building coalitions of support.
- Work alongside colleagues to embed human-centered design practices so that others can both benefit from these approaches and learn methods for sustainable change.
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Requirements
Conditions of Employment
- Must be a U.S. Citizen or National
- Selective Service Registration is required, as applicable
- May require completion of one year probationary period
- Some positions may require a pre-employment drug test and/or random drug testing during the period of employment.
- Travel and security clearance requirements will vary depending on the position being filled.
- Telework will vary based on agency and the agency's telework policy.
- You may qualify for reimbursement of relocation expenses in accordance with agency policy.
Qualifications
Subject matter experts will evaluate the first three pages of your resume based on these competencies. You must have at least a year demonstrating accomplishment of the duties and competencies described below. One year of specialized experience is equivalent to 12 months at 40 hours per week. If your position was not full time, you must indicate the number of hours worked per week.
Adaptive Leadership and Resiliency: The ideal candidate leads with humility, an entrepreneurial spirt and strong emotional intelligence. This is demonstrated through experience identifying opportunities for initiatives and finding a path forward despite organizational constraints, friction, and bureaucracy. They will lead by example, tactfully form coalitions, and manage stakeholders in a transparent and mission-oriented manner.
Customer Experience (CX) Strategy: The ideal candidate has experience aligning customer experience strategy to the organization's mission, vision and strategic priorities. They possess an understanding of how core functional strategic components (governance, measurement, people, technology, service design, and process) fit together and have taken a systemic and holistic approach to CX efforts. They can map a theory of change between their efforts and the desired change, including appropriate ways to measure progress.
Managing Customer Experience Implementation: The ideal candidate has experience implementing CX initiatives that follow the customer journeys across organizational silos. They are not afraid to get their hands dirty and do the work. They have used information collected and operational data to drive decision-making, impact, and support continuous improvement. They have experience working in a context where priorities can be ambiguous and / or change rapidly.
Applying Human Centered Design Practices: The ideal candidate has experience applying design techniques in service of positive customer outcomes, which could include deep knowledge of design thinking, service design, content design, product design, behavioral science, ethnographic research, usability research, or accessibility assessment (including 508 standards) practices. They have the ability to successfully communicate the impact of good design to stakeholders and leadership with a variety of professional backgrounds.
GS-13: To qualify for the GS-13 level, your resume and portfolio will show at least one year experience participating in customer experience strategy, using diverse customer experience measurement tools to define and implement customer experience projects, and have demonstrated experience implementing design methods despite changing circumstances and stakeholders with diverse priorities.
GS-14: To qualify for the GS-14 level, your resume and portfolio will show at least one year experience showing you can work across silos to successfully deliver quantifiable impact, that you've led and advised leadership on customer experience strategy, implemented projects in an agile way through the entire lifecycle with a focus on customer experience measurement metrics, and have been recognized as an expert on design methods.
GS-15: To qualify for the GS-15 level, in addition to what is described at the GS-14 level, your resume and portfolio will show at least one year experience leading organizations and building teams to drive multiple customer experience initiatives across organizational silos. You have extensive experience using customer data and user research to drive your organization to become more customer focused.
You must meet all qualifications requirements by the closing date of this announcement.
Adaptive Leadership and Resiliency: The ideal candidate leads with humility, an entrepreneurial spirt and strong emotional intelligence. This is demonstrated through experience identifying opportunities for initiatives and finding a path forward despite organizational constraints, friction, and bureaucracy. They will lead by example, tactfully form coalitions, and manage stakeholders in a transparent and mission-oriented manner.
Customer Experience (CX) Strategy: The ideal candidate has experience aligning customer experience strategy to the organization's mission, vision and strategic priorities. They possess an understanding of how core functional strategic components (governance, measurement, people, technology, service design, and process) fit together and have taken a systemic and holistic approach to CX efforts. They can map a theory of change between their efforts and the desired change, including appropriate ways to measure progress.
Managing Customer Experience Implementation: The ideal candidate has experience implementing CX initiatives that follow the customer journeys across organizational silos. They are not afraid to get their hands dirty and do the work. They have used information collected and operational data to drive decision-making, impact, and support continuous improvement. They have experience working in a context where priorities can be ambiguous and / or change rapidly.
Applying Human Centered Design Practices: The ideal candidate has experience applying design techniques in service of positive customer outcomes, which could include deep knowledge of design thinking, service design, content design, product design, behavioral science, ethnographic research, usability research, or accessibility assessment (including 508 standards) practices. They have the ability to successfully communicate the impact of good design to stakeholders and leadership with a variety of professional backgrounds.
GS-13: To qualify for the GS-13 level, your resume and portfolio will show at least one year experience participating in customer experience strategy, using diverse customer experience measurement tools to define and implement customer experience projects, and have demonstrated experience implementing design methods despite changing circumstances and stakeholders with diverse priorities.
GS-14: To qualify for the GS-14 level, your resume and portfolio will show at least one year experience showing you can work across silos to successfully deliver quantifiable impact, that you've led and advised leadership on customer experience strategy, implemented projects in an agile way through the entire lifecycle with a focus on customer experience measurement metrics, and have been recognized as an expert on design methods.
GS-15: To qualify for the GS-15 level, in addition to what is described at the GS-14 level, your resume and portfolio will show at least one year experience leading organizations and building teams to drive multiple customer experience initiatives across organizational silos. You have extensive experience using customer data and user research to drive your organization to become more customer focused.
You must meet all qualifications requirements by the closing date of this announcement.
Education
This job does not have an education qualification requirement.
Additional information
Get answers to questions about this process and position
To address questions about the application process and requirements, please join us on April 20th 8PM EST and April 21st 2PM EST.
April 20th 8PM EST
- Participant Dial-In: (877) 369-5243
- Participant Code: 0961159#
- Participant Dial-In: (877) 369-5243
- Participant Code: 0473880#
- April 22nd: Job posting opens - apply on this date as the posting will close on the first day we reach 300 applications.
- Mid-May: First round interviews (30 minute phone calls)
- Late-May: Second round interviews (1 hour phone calls)
- Early June: Agency-specific interviews with qualifying applicants
- Mid-June: Offers begin on a rolling basis
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Resume and Portfolio Review
Subject matter experts will review the first three pages of your resume and the portfolio you submit to determine your technical qualifications for your chosen role(s) based on the required competencies.
Qualifying phone interviewsIf the subject matter experts determine that your resume reflects the required competencies, you will have at least one phone interview to further assess whether your experience meets the required competencies for your chosen role(s). You may meet with more than one subject matter expert for a determination to be made.
Ranking and preferencePreference will be applied to applicants who move forward after the qualifying phone interviews.
Selection processParticipating agencies will receive certificates with qualified and referred applicants and will begin making offers directly to applicants. Applicants may receive multiple offers.
Future considerationIf you are not selected for this position you may be considered for similar positions at agencies for up to 1 year.
Candidates may be considered for other roles even if you do not formally submit an application (i.e. If you apply as a Customer Experience Strategist but we see potential in your skillset to serve as a Design Strategist, we may consider you for that position based on our own assessment.)
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
The following documents are required and must be submitted by 11:59 PM (EST) on 04/27/2020.
- Résumé which includes a list of all significant jobs held and duties performed, with dates specified in month and year format, and indicate hours worked per week. If military or civilian federal employee, you must include your rank and/or grade.resume (we will review up to 3 pages of work experience).
- Design portfolio (limited to 3MB or include a URL within your resume) of work samples that exemplify your relevant experience. The portfolio can include case studies, examples of project work, and/or journey maps. Either your resume or portfolio should include what your role was in each of the projects.
- Other Supporting Documents, if applicable, such as:
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- Veterans Preference Documentation:
- If you are a Discharged, Non-Disabled Veteran, you must submit a copy of your DD-214 showing character of discharge (Member 4 copy), or other Documentation of Service and Separation under Honorable Conditions, as listed on the SF15. If you don't have your DD-214, you may request it after discharge from the National Archives.
- If you are a veteran within 120 days of discharge, you must submit signed documentation from the Armed Forces certifying: 1) your expected release/retirement from active duty, 2) under honorable conditions, 3) your pay grade/rank/rate at time of discharge, 4) dates of active duty service, 5) any campaign or expeditionary medals received, & 6) dated within 120 days of your separation.
- If you are a Disabled Veteran, Purple Heart Recipient, or Mother or Spouse of a Disabled or Deceased Veteran, you must submit all additional proof required by the SF15, and if applicable, a completed SF15. You may request a copy of your Department of Veterans Affairs letter from www.ebenefits.va.gov or call 1-800-827-1000 to establish proof of disability.
- Veterans Preference Documentation:
- Documentation for Interagency/Career Transition Assistance Plan consideration if you are a displaced Federal employee within the local commuting area. You must include: 1) Proof you are a displaced Federal employee, e.g., RIF Separation Notice, Notice of Proposed Removal, etc; 2) SF-50s (Notifications of Personnel Action) showing career/conditional tenure competitive status, promotion potential and duty location; and 3) your most recent performance appraisal. To exercise selection priority, displaced or surplus Federal employees must be rated well-qualified or above 85 on the rating criteria for this position.
How to Apply
You must submit a complete application package by 11:59 PM (EST) on the 04/27/2020.
* To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents.
* Click the Submit My Answers button to submit your application package.
* It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
* To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
* To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account, or your application will be incomplete.
Note: Failure to submit a resume or supporting documentation may result in elimination for further consideration.
Agency contact information
Christina Hoffman
- Address
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SME QA Staff Acquisition
601 E 12th
St #131
Kansas City, MO 64106
US
Next steps
We will notify you of the outcome after each step of the recruitment process has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation. We expect to make a final job offer within 120 days after the closing date of the announcement.
- April 22nd Job Posting Opens
- Mid May: First round interviews
- Late-May: Second round interviews
- Early-June: Agency interviews
- Mid-Late June: Selections made
Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Help
Required Documents
The following documents are required and must be submitted by 11:59 PM (EST) on 04/27/2020.
- Résumé which includes a list of all significant jobs held and duties performed, with dates specified in month and year format, and indicate hours worked per week. If military or civilian federal employee, you must include your rank and/or grade.resume (we will review up to 3 pages of work experience).
- Design portfolio (limited to 3MB or include a URL within your resume) of work samples that exemplify your relevant experience. The portfolio can include case studies, examples of project work, and/or journey maps. Either your resume or portfolio should include what your role was in each of the projects.
- Other Supporting Documents, if applicable, such as:
-
- Veterans Preference Documentation:
- If you are a Discharged, Non-Disabled Veteran, you must submit a copy of your DD-214 showing character of discharge (Member 4 copy), or other Documentation of Service and Separation under Honorable Conditions, as listed on the SF15. If you don't have your DD-214, you may request it after discharge from the National Archives.
- If you are a veteran within 120 days of discharge, you must submit signed documentation from the Armed Forces certifying: 1) your expected release/retirement from active duty, 2) under honorable conditions, 3) your pay grade/rank/rate at time of discharge, 4) dates of active duty service, 5) any campaign or expeditionary medals received, & 6) dated within 120 days of your separation.
- If you are a Disabled Veteran, Purple Heart Recipient, or Mother or Spouse of a Disabled or Deceased Veteran, you must submit all additional proof required by the SF15, and if applicable, a completed SF15. You may request a copy of your Department of Veterans Affairs letter from www.ebenefits.va.gov or call 1-800-827-1000 to establish proof of disability.
- Veterans Preference Documentation:
- Documentation for Interagency/Career Transition Assistance Plan consideration if you are a displaced Federal employee within the local commuting area. You must include: 1) Proof you are a displaced Federal employee, e.g., RIF Separation Notice, Notice of Proposed Removal, etc; 2) SF-50s (Notifications of Personnel Action) showing career/conditional tenure competitive status, promotion potential and duty location; and 3) your most recent performance appraisal. To exercise selection priority, displaced or surplus Federal employees must be rated well-qualified or above 85 on the rating criteria for this position.
Help
Learn more about this agency
How to Apply
You must submit a complete application package by 11:59 PM (EST) on the 04/27/2020.
* To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents.
* Click the Submit My Answers button to submit your application package.
* It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
* To verify your application is complete, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
* To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account, or your application will be incomplete.
Note: Failure to submit a resume or supporting documentation may result in elimination for further consideration.
Agency contact information
Christina Hoffman
- Address
-
SME QA Staff Acquisition
601 E 12th
St #131
Kansas City, MO 64106
US
Next steps
We will notify you of the outcome after each step of the recruitment process has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation. We expect to make a final job offer within 120 days after the closing date of the announcement.
- April 22nd Job Posting Opens
- Mid May: First round interviews
- Late-May: Second round interviews
- Early-June: Agency interviews
- Mid-Late June: Selections made
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Beginning of a dialog window for the agency announcing this job. It begins with a heading 2 called "Learn more about Field Operating Offices of the Office of the Secretary of the Army". Escape will cancel and close the window.
Learn more about
Office of Personnel Management
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 a human-centered methods and increasing the public's trust and satisfaction with our Federal institutions.
Candidates may be considered for other roles even if you do not formally submit an application for the other roles we are seeking to fill under the Customer Experience Strategist position (i.e. If you apply as a Customer Experience Strategist but we see potential for a Design Strategist, we will consider you for that position based on our own assessment.)
Qualified applicants will remain available for selection for one year after certificates are issued.
Agency contact information
Christina Hoffman
- Address
-
SME QA Staff Acquisition
601 E 12th
St #131
Kansas City, MO 64106
US