This position is located in the US Department of Agriculture (USDA), Departmental Administration (DA), Office of Customer Experience (OCX). OCX drives USDA to make business decisions based upon customer needs, persistently and continuously improving program delivery, and maintaining a system of shared values and behaviors around delivering a great customer experience.

Duties

Responsible for analyzing, evaluating, and reporting on information to address CX issues or assisting managers in driving continued CX improvements for internal customers and the public. Develops or customizes study methodologies, models for recommended improvements, and files/reports for analysis, presentation, and illustration of data ( e.g., charts and graphs). Serves as a resource for data analysis, report content, and report design. Plans studies and works with a team of USDA analysts and other associates (e.g., contractors) in various aspects of the study or survey design process. Assists with the development of systems and processes for routing data collection and analysis of activities. Conducts routine and ad hoc statistical analysis of enterprise-wide data for OCX and agency initiatives to supplement customer analysis and insights. Develops clear and well-structured analytical plans to help support the shaping of OCX and agency data infrastructure, inclusive of data warehousing, reporting, and analytics platforms. Consults and collaborates with professionals in the collection, linkage, processing, coding, classification, and analysis of the AskUSDA contact center and CX initiatives. Structures large data sets to find usable information. Assembles data and develops reports, presentations, or other materials. Analyzes data and reports generated from Salesforce and other information systems and conducts in-depth analysis of the data and looks for trends and patterns. Analyzes data and reports generated from Salesforce and other information systems and conducts in-depth analysis of the data and looks for trends and patterns. Provides analytical support and technical advice and assistance relating to audits, reviews, or studies being conducted. Assists in gathering data or in providing technical or scientific support in response to Congressional inquiries, OIG, or Government Accountability Office (GAO) audits, or other special requests made of the OCX for information or documentation. Collaborates with team members to collect and analyze data and create reports for internal teams and/or external customers.

Requirements

• You must be a US Citizen or US National.
• Males born after 12/31/1959 must be Selective Service registered or exempt.
• Subject to satisfactory adjudication of background investigation and/or fingerprint check.
• Successful completion of one year probationary period, unless previously served.
• Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit https://www.e-verify.gov/.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience as defined below. Time in grade: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled. Specialized Experience: GS-12: One year of specialized experience, equivalent to the GS-11 level in the Federal service or equivalent responsibility in the private sector/pay systems that has equipped the candidate with the particular competencies to successfully perform as a Management and Program Analyst (Customer Experience Strategist, Data Analyst). For this position, the specialized experience is experience gathering and evaluating customer experience data; assists with developing systems and processes to review customer experience issues; utilizing technology applications to develop reports, graphs and other forms of product visualization; writing draft technical or scientific responses to official inquiries. 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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

There is no education requirement for this position.

Contacts

• Address Departmental Administration 1400 Independence Ave SW Washington, DC 20250 US
• Name: Teresa Thompson
• Phone: 202-260-8935
• Email: [email protected]