This position is located in the US Department of Agriculture (USDA), Departmental Administration, Office of Customer Experience (OCX). The OCX is established to improve USDA's customer experience delivery across the Department through deep customer understanding and building employee engagement and empowerment to make USDA the most efficient, most effective, and make USDA the most efficient, most effective, and most customer-focused department in the federal government.

Duties

Serves as program advisor by conducting complex analytical studies and briefings for management in order to plan, develop, and evaluate the customer experience programs and policy. Provides expert analysis and advice on matters, issues, and questions pertaining to the practice of designing and reacting to customer interactions to meet or exceed customer expectations and thus increase customer loyalty and advocacy. Prepares and/or conducts briefings for higher level management to explain the specific analysis of subject matter, as well as to provide recommendations or action plans and provide guidance and/or direction for implementation. Engages the assigned agencies to improve customer understanding and ensure the organization is making business decisions around customer need. Utilizes both qualitative and quantitative customer feedback to build journey maps to identify best practices and perceived pain points. Evaluates, manages, and monitors projects to improve the department's customer experience reviews. Monitors technical and operational aspects of broad programmatic issues to ensure successful completion, recommending changes or solutions to problems or redirection of effort as required. Conceives, initiates, monitors, and manages studies and projects dealing with the most challenging problems in the customer experience area that are of national significance. Uses data to baseline and assess the needs of USDA's customers and employees in order to identify, evaluate, and analyze gaps and improvements necessary to provide the optimal customer experience and service delivery models. Utilizes and develops a variety of analytical methods requiring the application of complex mathematical/statistical research techniques.

Requirements

• You must be a US Citizen or US National.
• Males born after 12/31/1959 must be Selective Service registered or exempt.
• Subject to satisfactory adjudication of background investigation and/or fingerprint check.
• If selected, you may be required to serve a probationary or trial period as applicable to appointment type.
• Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
• Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit https://www.e-verify.gov/.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below. Time in grade: Current federal employees applying for a promotion opportunity must meet time-in-grade (TIG) requirement of 52 weeks of service at the next lower grade level in the normal line of progression for the position being filled. Specialized Experience: GS-14: One year of specialized experience, equivalent to the GS-13 level in the Federal service or equivalent responsibility in the private sector/pay systems that has equipped the candidate with the particular competencies to successfully perform as a Senior Customer Experience Specialist. For this position, the specialized experience is experience working with Human Centered Design & Journey Mapping; reviewing and analyzing data with a customer focus; using customer feedback platforms such as Medallia, Salesforce or other industry-leading platforms; working experience in deploying Customer Experience technologies and infrastructure. 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 and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

There is no education requirement

Contacts

• Address Departmental Administration 1400 Independence Ave SW Washington, DC 20250 US
• Name: Teresa Thompson
• Phone: 202-260-8935
• Email: [email protected]