This position is located in the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Office of the Chief Information Officer (OCIO), Enterprise Architecture Division (EAD). As OJP's Chief Experience Officer, the incumbent works with cross-functional agile development teams, customers, and other stakeholders to improve service delivery, including Artificial Intelligence (AI) and AI-enabling technologies

Duties

Works to make Human-Centered Design (HCD) tools and practices ubiquitous at agency, expanding staff's access to customers and elevate the Voice of the Customer throughout agency's digital product and service ecosystem. Responsible for the identification, prioritization and implementation of customer experience strategies and processes with a focus on continuous improvement to maximize entire end-to-end experiences. Leads processes to develop a unified, multi-year strategic experience roadmap to align business goals and user needs across all channels (e.g. web, mobile, phone, chat, data interfaces) to create a consistent customer experience. Utilizes both qualitative and quantitative customer feedback to journey maps, service blueprints, personas, wireframes, storyboards, web content, heuristics evaluations, and other CX and design artifacts to identify user pain points and areas of opportunity. Develops and interprets policies, procedures, and strategies governing the planning and delivery of agency-wide applications, including the use of artificial intelligence. Cultivates partnerships within agency and with officials in other Federal agencies and various governing boards/committees. Serves as liaison to consultants, contractors, and/or business executives in the private sector. Leads the user experience design and research discipline and serves as the voice for users by advocating for and teaching about best practices for user-centered design and user research across the agency. Enforces a user-centered process and ensures that CX design (research, information architecture, visual design) is a key component of development, iteration, and delivery of products and that proper CX and design methods are used. Works with communications and engagement offices across agency to support and coordinate field research and usability testing by facilitating access to users. Works closely with business stakeholders, product managers, product designers, web analytics, and marketing to identify gaps in the overall CX research strategy and collaboratively implement enhancements. Establishes, guides, and prioritizes an agency-wide research program to make data-driven recommendations for design change based on research findings and to ensure that resources are being directed towards solutions that maximize impact for the agency. Prepares and analyzes reports, responses to queries, justifications, and background papers on the technical aspects of areas of expertise and assignment. Promotes interchange of information on requirements, capabilities, deficiencies, and technology applications of specialization. Develops new insights into situations and applies innovative technology solutions to implement new or cutting-edge programs and processes, such as the use of generative AI and large language models. Understands the opportunities and limitations of modern web and mobile technologies such as HTML, CSS, JavaScript, and LLM-based chatbots such as ChatGPT. Works with management and other technical experts to isolate and correct complex problems which hinder the capability of the organization to fully utilize AI technologies. Communicates quantitative and qualitative impact of AI systems to leadership and stakeholders. Steers change management with executives, stakeholders, and users to integrate AI into agency operations.

Requirements

• U.S. Citizenship required.
• Subject to background/suitability investigation/determination.
• Federal payments are required to be made by Direct Deposit.
• Requires registration for the Selective Service. Visit www.sss.gov.
• Pre-employment drug testing required.
• 1-year probationary period may be required.
• Security Requirements: Non-Sensitive/Moderate Risk

Qualifications

Basic Requirements: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Specialized Experience: Applicants must have one (1) year of specialized experience equivalent to at least the GS-14 level. Specialized experience is experience which is in or related to the line of work of the position to be filled and which has equipped the applicant with the specific knowledge, skills, and abilities to successfully perform the duties of the position. Examples of specialized experience include: Experience leading an enterprise-wide Customer Experience (CX) program with a focus on continuous improvement to maximize entire end to end experiences. Experience leading processes to develop a unified, multi-year strategic CX roadmap that aligns business goals to user needs. Experience leading processes to identify, create, track, and improve key CX metrics that improve the user experience with systems and processes. Experience leading User Experience (UX) design and research that serves as the Voice of the Customer (VOC) and advocating for and teaching best practices for UX design and research. Experience ensuring user-centered processes and the UX design is a key component of development, iteration, and delivery of products and that proper UX and design methods are used. Technical Qualifications: Applicants who meet the basic entry and minimum qualification requirements, as described above, will be further evaluated on the following technical qualifications: Knowledge of human-centered design principles informing customer requirements and appropriate solutions. Computer skills and knowledge of modern web and mobile technologies such as HTML, CSS, Javascript, and LLM-based chatbots such as ChatGPT that can be used to enhance users' overall experience. Knowledge of the project management life-cycle and Agile methodologies. Critical thinking, analytical, and problem-solving skills. Oral Communication Written Communication Customer Service Additional information on the qualification requirements is outlined in the OPM Qualification Standards Handbook of General Schedule Positions and is available at OPM's website: https://www.opm.gov/qualifications/standards/indexes/num-ndx.aspAll qualification requirements must be met by the closing date of this announcement.

Education

There is no education requirement for this position.

Contacts

• Address Office of the Chief Information Officer DO NOT MAIL Washington, DC 20531 US
• Name: Amanda Elder
• Phone: 202-598-0698
• Email: [email protected]