This position serves in the Office of the Chief Business Officer. The incumbent will be responsible for defining the agency's web strategy and improving the online customer experience.

Duties

Fulfill an expert role as a member of a team of product designers, front-end engineers, and content strategists to identify solutions for complex business processes. Work independently or cooperatively to perform assigned tasks in an agile environment to iteratively improve the customer experience. Uses evidence to support the redesign of complex business processes to meet customer goals and improve customer service efficiency. Conduct or support sophisticated research using quantitative and qualitative methods, such as customer interviews, user testing concepts or prototypes, and behavioral analytics. Document, package and deliver recommendations, solutions, and outcomes via reports, presentations and/or other outputs as needed. Communicate effectively with management, individuals, and groups at all levels of the organization to deliver highly complex, technical concepts to audiences of varying backgrounds. Collaborate with other stakeholders and technical experts to define enterprise-level standards for customer-facing web products. Document, package and deliver recommendations, solutions, and outcomes via reports, presentations and/or other outputs as needed.

Requirements

• U.S. Citizenship required
• Selective Service Registration, if applicable (www.sss.gov)
• Fingerprinting and background and/or security investigation may be required
• Job offers are contingent on fingerprinting and background / security investigation results
• Selectees may be required to serve a 1 year probationary period
• Relocation expenses will not be paid
• All qualification requirements must be met by the closing date of the announcement

Qualifications

To qualify for this GS-13 position, the applicant must have 52 weeks of specialized experience at the GS-12 level or above in the federal service that is in or related to the work of the position to be filled and has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Such experience must include researching, writing, and managing content for customer-facing websites. APPLICANT MUST ALSO MEET THE SELECTIVE PLACEMENT FACTOR (SPF): Knowledge and understanding of content strategy, principles, methodologies, techniques, and best practices to improve website effectiveness. Applicant must have all experiences below to meet the SPF to minimally qualify for the position: 1) Experience developing data-driven content strategies aligned with organizational goals, target audiences, and SEO best practices. 2) Experience with content development best practices and principles, including plain language content creation 3) Experience developing content frameworks to maintain content quality and consistency. NOTE: The specialized experience and selective placement factor (SPF) required must be explicitly documented/described in your resume. Be clear, accurate and specific when describing your experience; e.g., list all positions separately, include full start and stop dates for each position, your work schedule (number of hours per week), your grade (if your position is federal), and a comprehensive description of the relevant duties you performed in each position. This information is instrumental in determining the highest quality candidates to be referred to the Selecting Official. If your resume lacks this information, your application will receive no further consideration. Please submit a thorough SSA-45 or resume that directly relates to this position. If your application materials do not demonstrate the knowledge, skills, abilities, and experience needed for this position, your application will be ineligible for consideration.

Education

This job does not have an education qualification requirement.

Contacts

• Address DCO - CBO 6401 Security Blvd Baltimore, MD 21235 US
• Name: OPE Staffing DCO HQ
• Phone: 410-965-1234
• Email: [email protected]