This vacancy is for a Customer Experience Strategist (CX) (Public Notice Flyer) in the Economic Development Administration within the Department of Commerce.

Duties

The Customer Experience (CX) Strategist aligns CX strategy to EDA's mission, vision, core values and strategic priorities and mission. Through this position, EDA will cultivate relationships with customers and strategic business partners, uphold the highest standards of integrity, ensure positive customer journeys, and brand EDA as one of the most highly regarded service providers and professional consultants. As a Customer Experience Strategist (CX) (Public Notice Flyer), you will: Possess an understanding of how core functional strategic components (governance, measurement, people, technology, service design, and process) fit together and implement a systemic and holistic approach to CX efforts. Map a theory of change between administrative efforts and the desired change, including appropriate ways to measure progress. Ability to successfully communicate the impact of good design to stakeholders and leadership with a variety of professional backgrounds. Apply 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. The incumbent develops service procedures, policies and standards, service level agreements and plans to meet customers' needs and aligns with goals. Oversees and assists with the development of action plans, schedules, and milestones necessary to effectively forecast workload and strategic planning efforts. Oversees implementation of strategies to increase performance of service, products and overall customer experience. Monitor schedules to ensure acceptable service levels and completion of mission requirements. Produces and/or reviews reports and data visualizations that include categorization of customer inquiries to track trend patterns and identify opportunities for improvement. Determines causes of unfavorable trends and develops corrective actions. Ensures processes reflect a proactive approach to reduce, eliminate, automate, replace, or simplify the number of daily tasks and efforts EDA staff and/or program managers must manage, focusing on nonvalue-added administrative tasks. Oversees and ensures customer data are accurately entered into automated systems and databases. This Job Opportunity Announcement may be used to fill other Customer Experience Strategist (CX) (Public Notice Flyer) GS-0301-9/11/12/13 FPL: 13 positions within the Economic Development Administration in the same geographical location with the same qualifications and specialized experience.

Requirements

Qualifications

Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management's website located at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/ Applicants must possess one year of specialized experience equivalent in difficulty and responsibility to the next lower grade level in the Federal Service. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills and abilities to successfully perform the duties of the position. This experience need not have been in the federal government. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations e.g., professional; philanthropic, religious; spiritual; community, student, social). Volunteer work helps build critical competencies; knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. To qualify at the GS-09 level: SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-07 in the Federal service. Specialized experience is defined as experience: With customer support and monitoring schedules -OR- EDUCATION: Master's or equivalent graduate degree such as LL.B or J.D. in a course of study that's directly related. -OR- COMBINATION: Equivalent combination of education and experience. To qualify at the GS-11 level: SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-09 in the Federal service. Specialized experience is defined as experience: With customer support, monitoring schedules and collecting data -OR- EDUCATION: Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree, or LL.M., if related. -OR- COMBINATION: Equivalent combination of education and experience. To qualify for the GS-12 level: SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-011 in the Federal service. Specialized experience is defined as experience: With customer support, monitoring schedules, collecting data, and analyzing data to identify trends. To qualify at the GS-13 level: SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-12 in the Federal service. Specialized experience is defined as experience: Analyzing data to identify trends and present findings Developing service procedures, policies, standards, and service level agreements to meet customers' needs that align with agency goals Developing action plans, schedules and milestones

Education

There is no positive education requirement for this position.

Contacts

• Address Economic Development Administration 1401 Constitution Ave NW Washington, DC 20230 US
• Name: Kimberly Trimble
• Phone: 202-697-2874
• Email: [email protected]