This position serves in the Office of the Chief Business Officer (OCBO). The incumbent will be responsible for using current service design principles and techniques to improve the agency's in person and digital customer experience.

Duties

Fulfill an expert role as a member of a team of product designers, front-end engineers, and content strategists to identify solutions for complex business processes. Work independently or cooperatively to perform assigned tasks in an agile environment to iteratively improve the customer experience. Conduct or support sophisticated research using quantitative and qualitative methods, such as customer interviews, user testing concepts or prototypes, and behavioral analytics. Uses evidence to support the redesign of complex business processes to meet customer goals and improve customer service efficiency. Document, package and deliver recommendations, solutions, and outcomes via reports, presentations, and/or other outputs as needed. Communicate effectively with management, individuals, and groups at all levels of the organization to deliver highly complex, technical concepts to audiences of varying backgrounds. Collaborate with other stakeholders and technical experts to define enterprise-level standards for customer-facing web products.

Requirements

• U.S. Citizenship required
• Selective Service Registration, if applicable (www.sss.gov)
• Fingerprinting and background and/or security investigation may be required
• Job offers are contingent on fingerprinting and background / security investigation results
• Selectees may be required to serve a 1 year probationary period
• Relocation expenses will not be paid
• All qualification requirements must be met by the closing date of the announcement

Qualifications

Submit a thorough resume (or SSA-45) that describes duties you perform as they relate to the specialized experience required for this position. Your resume is the key means we have for evaluating your experience, knowledge, skills, abilities and competencies as they relate to this position. List all positions and grade levels (for federal positions) separately, including full start and stop dates for each position and grade level (if applicable), and a comprehensive description of the relevant duties you performed in each position. Applicants must have 52 weeks of specialized experience at the GS-12 level, or equivalent, which is in or related to the work of the position to be filled and has equipped applicants with the particular knowledge, skills, and abilities to successfully perform the duties of the position. The specialized experience required is: Experience using service design techniques (i.e., conducting customer/user research, making customer journey maps, creating digital service design models, redesigning customer service products, and updating business processes related to service delivery) to improve or enhance customer experience and internal business processes related to service delivery. ALL of the specialized experience defined above is REQUIRED and must be explicitly documented/described in your resume, or you will be disqualified from further consideration. Qualification standards and additional information for this position can be found here.

Education

This job does not have an education qualification requirement.

Contacts

• Address DCO - CBO 6401 Security Blvd Baltimore, MD 21235 US
• Name: OPE Staffing DCO HQ
• Phone: 410-965-1234
• Email: [email protected]