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Job opening: Customer Experience Specialist

Salary: $117 962 - 153 354 per year
Published at: May 15 2024
Employment Type: Full-time
Come join OPM's new Hiring Experience Group (HX)! HX has a sustained focus on improving hiring outcomes across Government through increased innovation and assessment usage. As a Customer Experience Specialist at the GS-0301-13, you will be part of Workforce Policy and Innovation, Office of Personnel Management. If selected, you will be responsible for designing and executing HX's user research plan to evaluate the effectiveness of the organization's portfolio and make the research actionable.


Create a change management strategy based on user research, team input, and leadership goals to move federal government hiring towards innovative approaches in recruitment, hiring, advancement, and retention. Design and execute a change management strategy to internal and external audiences. Identify, develop, manage, and lead initiatives to improve customer experience in the Federal recruiting and hiring process. Utilize data insights and analytics to deliver superior, personalized customer experiences and measurable business results. Create a feedback loop for qualitative and quantitative customer insights. Use these six core strategies to center the customer experience: Measurement, Governance and Strategy, Culture and Organization, Customer Understanding, Service Design and Communication.



For the GS 13: You must have one full year of specialized experience that is at least equivalent in difficulty and complexity to work performed at the GS-12 grade level. Specialized experience for this position must include all of the following: 1. Leading customer experience projects that involve creating design artifacts (e.g., journey maps, personas, wireframes, storyboards) using an iterative process of incorporating customer perspectives to improve product or service delivery; 2. Recommending improvements to processes that cross organizational boundaries (e.g., department, group) through user research methods (qualitative and quantitative); 3. Developing and facilitating workshops or other interactive sessions using inclusive methods and practices (e.g., interviews, co-design) to build buy-in and gather experience insights among customers/stakeholders; and 4. Presenting research (e.g., qualitative and quantitative) and design strategies and concepts to a wide variety of cross-functional stakeholders. Merit promotion applicants must meet the time-in-grade requirement as defined in 5 CFR 300, Subpart F. One year at the GS-12 level is required to meet the time-in-grade requirements for the GS13 level. You must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement. 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; religious; 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.


  • Address OPM Human Resources 1900 E St., NW Washington, DC 20415 US
  • Name: OPM Human Resources
  • Phone: 202-606-9321
  • Email: [email protected]


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