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Duties

WHAT IS THE ONLINE SERVICES DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions The following are the duties of this position at the full working level. Define problems, design research studies, conduct qualitative and quantitative research and usability testing, evaluate findings and recommend evidence-based solutions. Track UX research needs and goals and work with site metrics tools to conduct quantitative analysis of user behaviors and investigate waysto improve the end-user interaction with computer programsto increase satisfaction, brand loyalty, and overall use. Conduct UX research identifying the probable causes of digital service experience variances. Select and apply the most effective UX methodology and applications and ensure that project and study teams use appropriate UX research and analysis methodologies appropriate to solving UX problems; determining the types of data to be collected, formulating study methodologies, assisting functional activities in the implementation of taxpayer segments and analyzing data. Conduct activities associated with running a usability study, such as recruiting and screening participants with or without participant incentive, scheduling sessions, and writing test plans and scripts. Participate in studies, panels, and teamsfocusing on Servicewide policy statements and other written guidelines and recommendations governing the development or modification of user experience designs, prototypes and specifications. Consult with product managers, business leads and other UX team members to conduct research, presents findings and assist with programmatic and technical decision-making. Monitor, evaluate, and document the analysis and results of research studies and projects, and prepare final recommendations Create reports based on trends and user surveys, analyzing the information and reporting observations to members of the team, key stakeholders, and managers. Support, design, monitor and measure UX initiatives. Facilitate meetings with stakeholders to determine research needs, defining research goals and drafting research plans. This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years.

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: GS-9 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service: Experience analyzing evaluating and planning processes and techniques to research the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience using current UX based research solutions to provide improved user experience in navigating websites. Using new and emerging UX technologies to make recommendations and to present a consistent branded and user-centric digital experience. Experience preparing draft reports and other substantive guidelines and materials; Conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience. OR You may substitute education for specialized experience as follows: Master's or equivalent graduate degree or two full years of progressively higher-level graduate education leading to a master's or equivalent graduate degree OR LL.B. or J.D., if related. OR At least 1 year of combined graduate education and experience as defined in paragraphs above. GS-11 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service: Specialized experience for this position includes analyzing, evaluating and planning processes and techniques to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience using current UX based research solutions and analytical methods to provide improved user experience in navigating websites. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes and techniques to present a consistent branded and user-centric digital experience. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience and new product capabilities. Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials. OR You may substitute education for specialized experience as follows: a Ph.D. or equivalent doctoral degree in a related field of study at an accredited college or university. OR 3 full years of progressively higher-level graduate education leading to a Ph.D. degree in a related field of study. OR LL.M., if related OR At least 1 year of combined graduate education and experience as defined in paragraphs above. GS-12 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty andresponsibility equivalent to the GS-11 grade level in the Federal service.Specialized experience for this position includes: Experience using analytical, evaluative, and planning processes and techniques (quantitative and qualitative) to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience Using current UX based research and analytics methods to conduct studies, deliver findings and advise management on service delivery or recommend changes including new policy or policy changes. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes,and techniques to present a consistent branded and user-centric digital experience. Using UX based research solutions to provide improved user experience in navigating websites. Experience identifying and assessing research needs to determine those that would be useful to audiences. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience and new product capabilities. Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials to make recommendations to management. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". 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 OLS - User Experience Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]