The position reports to the Office Director for the Office of Planning and Customer Experience in the Bureau of Administration’s Directorate of Planning, Resources, and Innovation (A/PRI) within the Department of State. This position serves as advisor and subject-matter expert on customer experience and portfolio management for the Principal Deputy Assistant Secretary (PDAS) and Assistant Secretary (A/S) of the Bureau of Administration (A), as well as other bureau Deputy Assistant Secretaries 

Duties

Leads a team of CX design professionals in planning and executing innovative strategies to enhance customer experience, including the redesign of programs to align with customer needs and organizational goals. Develops & oversees the implementation of a comprehensive CX strategy and program for the organization, ensuring alignment with organizational objectives and stakeholder expectations. Manages stakeholder expectations by collaborating cross-functionally to integrate customer insights into processes, services, and programs and ensure continuous improvement in service delivery and program effectiveness. Manages resources and timelines for projects, monitoring KPIs to measure effectiveness and allocate resources effectively, with a particular focus on achieving outcomes related to program redesign and customer satisfaction.

Requirements

• U.S. Citizenship is required.
• Incumbent will be subject to random drug testing.
• Must be able to obtain and maintain a Secret security clearance.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit: www.dhs.gov/E-Verify/

Qualifications

Applicants must have 1 year of specialized experience equivalent to the GS-13 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Utilizing highly developed communication, negotiation, and leadership skills to persuade individuals or groups to advance program goals and reach resolution of and settle significant related issues;  Leading teams including customer-experience or other design subject matter experts working on cross-functional, agile teams and providing guidance and mentorship to team members to foster their growth and expertise.  Demonstrated success in implementing customer experience strategies and process, service, and/or program redesign.  Collaborating with internal and external stakeholders to identify opportunities for innovation and process optimization to enhance overall customer satisfaction.  Managing a program, overseeing the planning, execution, and delivery of customer-focused projects within established timelines and budgets, ensuring alignment with organizational objectives and stakeholder expectations, and leveraging data to measure progress and to inform key decisions.  There is no substitute of education for specialized experience for the GS-14 position. In addition, applicant's experience must also demonstrate that the candidate possesses the following qualities: Ability to assign, review, and supervise the work of others; Objectivity and fairness in judging people on their ability, and situations on the facts and circumstances; Ability to adjust to change, work pressures, or difficult situations without undue stress; Willingness to consider new ideas or divergent points of view; and Capacity to "see the job through." Applicants must meet all the required qualification requirements described below by the closing date of this announcement.  NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F.

Education

Education requirements do not apply to this vacancy announcement.

Contacts

• Address U.S. Department of State 600 19th Street, NW SA-17, 5th Floor Attn: A/EX/HRD Washington, District of Columbia 20522-1705 United States
• Name: Paula Holloway
• Phone: 771-204-8245
• Email: [email protected]