The incumbent will be responsible in increasing the internal and/or external customer experience of the programs, services, and departments they work in, which is vital to the mission of the Department of Veterans Affairs, Veterans Health Administration (VHA).

Duties

Major Duties Include: Serve as technical advisor in matters, issues, and questions pertaining to customer experience and/or assigned areas and identify, develop, manage, and lead initiatives to improve customer experience and service delivery, increase administration/organization/program/service customer experience maturity, and apply government-wide leading practices outlined in A-11 Section 280 and from the private, state, local, and other sectors. Design and undertakes complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds. Studies are typically designed to provide information that assists management in the administration's diverse program areas, improve program delivery, and identify actual or potential problem areas impacting program operations and customer experience in the short and long term. Work with stakeholders across organizations, functions and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas worth exploring through innovative methods. This could include designing surveys, conducting interviews, focus groups, usability test session, secondary research, observational studies, etc. Review, evaluate, distill and synthesize data to uncover issues, identify trends and provide insights that drive organizational strategy. ? Plan and facilitate workshops, meetings and/or other interactive sessions in order to gather feedback and insight from key customers and stakeholders. Document, package and present findings, insights and recommendations via reports, presentations and/or other outputs as needed. Make research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos, experiences and exhibits. Work Schedule: Monday- Friday, 8:00 a.m.-4:30 p.m. Compressed/Flexible: May be available Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Customer Experience Strategist/PD82304A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/28/2023. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-14 position you must have served 52 weeks at the GS-13. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-13) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: experience connecting and aligning individual initiatives and projects to organizational strategy, goals and metrics; designing research programs that include quality and qualitative methods; translating data into insight, strategy and design direction; distilling project goals and research questions into well thought-out research plans. You will be rated on the following Competencies for this position: Leadership and Resiliency Customer Experience Strategy Customer Experience Implementation Human Centered Design 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; religions; 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: Work is primarily sedentary. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution at this grade level.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VHA Servicing Human Resources Office - HRMS 2402 Wildwood Ave Suite 301 Sherwood, AR 72120 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]