This position is located in the Department of Health and Human Services, Office of the Secretary of Health and Human Services, Office of the Assistant Secretary for Financial Resources (ASFR), Office of Budget, located in Washington, District of Columbia.

Duties

The Senior Customer Experience Strategist performs the following duties: Develop and engage stakeholder relations across organizations and functions in order to build customer understanding, solve challenging problems, and empower teams to collaboratively develop metrics, measure results, and integrate new methodologies optimizing customer experience and program performance. Manage, identify and assess customer needs to compel customer feedback through research, and other data to develop insights to support leadership decision-making. Engages in planning and facilitating workshops, meetings and/or other interactive sessions in order to gather feedback and insight from key customers and stakeholders to determine operational needs and changes to the program. Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas worth exploring through innovative methods. Designs and undertake complex management studies, initiatives, or data gathering efforts to improve program areas and potential problems impacting program operations.

Requirements

Qualifications

Your resume must include detailed information as it relates to the responsibilities and specialized experience for this position. Evidence of copying and pasting directly from the vacancy announcement without clearly documenting supplemental information to describe your experience will result in an ineligible rating. This will prevent you from receiving further consideration. To qualify for the GS-14 position, the incumbent must have one year of specialized experience that is equivalent to at least the GS-13 level or equivalent, performing duties such as: developing and implementing customer experience strategies to support organizational goals of creating continuous improvement; managing the design and development of digital products, platforms, or services for an organization to enhance the user experience; providing senior analysis of quantitative and qualitative customer research to drive decision-making using human-centered design principles; and leading teams to deliver improvements in the customer experience to include facilitating design sessions or workshops. Time-in-grade: Current General Schedule (GS) federal employees, and those that have served in GS positions within the last 52 weeks, must have served 52 weeks at the next lower grade, or a combination of the next lower grade level and an equivalent band in the federal service. Provide a copy of your last or most recent SF-50, "Notification of Personnel Action" to indicate your current federal status. You must also submit additional SF-50(s) to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you must provide an additional SF-50 that clearly demonstrates one year time-in-grade. Documenting experience: In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the "percentage of times" the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above. 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; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to gain employment. You will receive credit for all qualifying experience, including volunteer experience. If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited.

Education

Contacts

• Address Office of the Assistant Secretary for Financial Resources 200 Independence Avenue Washington, DC 20201 US
• Name: OMHA Headquarters
• Email: [email protected]