Visualize your career at an agency that celebrates, supports and thrives on building the bridge that ensures intellectual property (IP) rights are accessible to everyone. As the Customer Experience Strategist, you will support the CX Division in engaging USPTO to improve its understanding of customer needs and drive customer-centric business decisions!

Duties

The physical worksite for this position is located in Alexandria, Virginia. TELEWORK: This position is eligible for maximum telework eligible per agency and business unit discretion/policy. REMOTE WORK: Remote work will be considered on a case by case basis. Prior to the start date, you may be given the opportunity to elect to work from the Alexandria headquarters, from an alternate/home location within the United States (defined as the 50 United States, the District of Columbia, and Puerto Rico), or a combination of headquarters and alternate location. Your salary/pay will be based on your selected worksite geographical location. The nature and scope of telework opportunities will be subject to the unit's telework policy and any applicable bargaining unit agreements. This exciting and rewarding position is for you if.... You are excited to support and advise the Customer Experience (CX) Officer and Office of Public Engagement (OPE) management on aligning CX projects, programs, and strategy with the mission, vision, and strategic priorities of USPTO. You will look forward to leading customer experience projects to solve problems and improve processes using a customer-centric approach. You're ready to measure, monitor, and analyze the internal and external customer experience (e.g., setting key performance indicators (KPI).

Requirements

• Applications will only be accepted from United States Citizens and Nationals.
• Your resume and question responses must demonstrate the job-related competencies.
• You must meet the definition of specialized experience.
• Required to pass a background investigation and fingerprint check.
• Must be registered for Selective Service, if applicable (www.sss.gov).
• If selected, you may be required to complete a one year probationary period.
• You must meet all qualification requirements upon the closing date of this announcement.
• Time-in-grade/band requirements must be met by the closing date of the announcement.
• Suitable for Federal Employment.

Qualifications

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Miscellaneous Administration and Program Series 0301. Specialized Experienceis experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-13. Specialized experience for this position includes: Experience managing customer experience surveys, including designing surveys, creating dashboards, analyzing results, and sharing findings. Experience leading customer experience projects that include conducting qualitative research, analyzing customer feedback, and sharing insights to improve product or service delivery. Experience presenting or providing training about customer experience, survey methodology, research results, and human-centered design. 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; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Education cannot be substituted for experience for this position.

Contacts

• Address TMCO - Office of Public Engagement Office of Human Resources Mail Stop 171 P.O. Box 1450 Alexandria, VA 22313-1450 US
• Name: Sheryl White-Riley
• Phone: 571-272-7170
• Email: [email protected]