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Duties

WHAT IS THE HEADQUARTERSDIVISION? 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: Direct File The following are the duties of this position at the full working level. Serves as management official, subject matter expert and advisor across the Service, including all levels of leadership and staff on improving customer experience products, directly reporting to the CIR complex. Leads the implementation and refinement of 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. Sets the framework to build customer experience products, manages workload and resources and sets program priorities in alignment with the Strategic Plan. Leads, guides, and facilitates complex, cross-organization, cross-functional projects and engage 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: and in leverages deep user understanding with the goal of improving the customer experience. 25% Develops a customer experience products internal infrastructure with interdisciplinary teams to address consistent, clear and intuitive customer interactions to develop a high-quality experience for the CIR complex. Understands, evaluates, monitors, and measures the development and execution of solutions to improve internal and external customer experiences across critical touchpoints. Design methods drawn from human centered design and other disciplines as appropriate to enable problem solving and effective execution of the IRS strategies and improvements to operations. Develops, implements, and manages 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. Ensures that systems/processes are developed with quality to deliver value to customers and achieve the desired organizational results, including increased productivity, effectiveness, and sustainability. 25% Conducts planning, development, coordination, and implementation of customer experience products and taxpayer experience products that impact multiple organizations and/or IRS locations. Provides key input to leadership 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. Prepares and delivers formal audit reports. Monitors and reports on the outputs from the quality assurance and audit processes. Establish and maintains metrics for making decisions for improved customer experience products; measure, monitor and analyze metrics to ensure IRS is investing time and money on customer experience activities and initiatives with the highest impact to customer segments. 25%

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-14: 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-13) in the Federal Government. Specialized experience includes: Experience assisting with emerging usability digital processes, procedures, and tools to identify user audiences, assess user requirements, needs and customer experience satisfaction levels to create customer experience interface designs, prototypes, and specifications; 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. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. 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

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series. 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 (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

Contacts

• Address HQ - Direct File 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748