This position is part of the National Archives and Records Administration, Office of the Chief Operating Officer and reports directly to the Deputy Chief Operating Officer. In support of NARA's Strategic Goal: Connect with Customers, the incumbent provides a comprehensive and authoritative view of NARA's internal and external customers and creates high level customer strategies to maximize customer satisfaction.

Duties

As a Chief Customer Experience Officer, you will: - Oversee the development of high-level customer experience (CX) data, estimates, statistics, suggestions, and other information useful to higher level managers in determining which goals and objectives to emphasize. - Lead high level agency-wide initiatives with NARA Offices to identify and improve NARA services to internal and external customers. - Lead the development of high-level agency-wide customer service standards, policy, and planning in collaboration with NARA Office heads and the Strategy and Performance (MP) division. - Provide consultation services on customer experience best practices, resource materials, tools, and shares information on pertinent industry trends and contacts.

Requirements

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement. Specialized Experience: For the GS-15, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-14 grade level in the Federal service. Specialized experience for this position includes: - Leading a team or project focused on developing strategies for improving customer experience, including planning measurable outcomes; AND - Independently providing exhaustive technical advice/consulting support to senior managers specific to organizational long- and short-range planning, AND - Gathering and analyzing data to develop reports and recommendations that support leadership decision-making In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-15, you must have been at the GS-14level for 52 weeks.

Education

This job does not have an education qualification requirement.

Contacts

• Address Office of the Chief Operating Officer 8601 Adelphi Road Suite 4200 College Park, MD 20740 US
• Name: Applicant Call Center
• Phone: 304-480-8990
• Email: [email protected]