Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at www.jobs.irs.gov

Duties

WHAT IS THE NATIONAL HEADQUARTERS (HQ) DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: IRN - IRS Next The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Provides support to the Senior Customer Experience Product Developer on all aspects of assigned projects improving customer experience products. Plans the customer experience products framework and strategy, building on industry best practices and lessons learned to transform the internal and external customer experiences to create best in class customer experience products. Designs the framework to build customer experience products, manages workload, resources, and sets program priorities in alignment with the Strategic Plan. Responsible for engaging partners across the Service in efforts to improve understanding of customer needs, identify and assess internal customer experience product pain points and areas of potential improvement. Leverages deep user understanding with the goal of improving the customer experience. Develops initial customer experience products internal infrastructure with interdisciplinary teams to address consistent, clear, and intuitive customer interactions to develop a high-quality experience. Evaluates and monitors measures and solutions to improve internal and external customer experiences across critical touchpoints. Designs customer experience products and best practices, including establishing standards. Considers the implications of emerging technological developments, economic, and social trends, in the development of process and quality improvement best practices and methodologies. Plans, designs, coordinates, and recommends customer experience products and taxpayer experience products that impact multiple organizations and IRS locations. Provides key input to Senior Customer Experience Product Developer and team members and ensures all project tracking and documentation aspects are completed accurately, thoroughly, and timely. Conducts and manages periodic audits of quality requirements. Analyzes audit results to ensure appropriate quality standards and operational definitions are in place including preparing and reporting formal audit reports. Develops and maintains metrics for customer experience products. Works with partners across the Service to drive business decisions that will better support the design of products and services and facilitate working together across organizational silos, to create a system of shared values and behaviors, for delivering a great customer experience. Ensures that plans are consistent with Service goals and objectives. Supports the Customer Experience Product Developer in identifying project resources to meet goals and objectives and as needed, recommends adjustment of resources. Resolves any relationship problems or conflicts that impede progress. Performs other duties, as assigned.

Requirements

Qualifications

Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE GS-12: To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower grade level (GS-11) in the Federal Government. Specialized experience includes: Experience assisting with program/project management analytical and evaluative methods, techniques, and tools, both qualitative and quantitative. Experience assisting on projects or studies and evaluating data results to develop and recommend strategies and solutions. Experience working effectively in a team environment to accept and implement organization-wide recommendations. Experience with verbal and written communication skills sufficient to organize and summarize information and document or articulate problems, issues, outcomes, and recommendations; Experience with preparing reports, presentations, and/or briefings. SPECIALIZED EXPERIENCE GS-13: To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower grade level (GS-12) in the Federal Government. Specialized experience includes: Experience with program/project management analytical and evaluative methods, techniques, and tools, both qualitative and quantitative. Experience working on projects or studies of broad scope and evaluating data results to develop and recommend strategies and solutions. Experience working effectively in a team environment to accept and implement organization-wide recommendations. Experience with verbal and written communication skills sufficient to organize and summarize large amounts of information and document or articulate problems, issues, outcomes, and recommendations, and prepare reports, presentations, and/or briefings. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected.

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

Contacts

• Address HQ - National Headquarters 1111 Constitution Ave NW Washington, DC 20224 US
• Name: IRS Cincinnati External
• Email: [email protected]