This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications (OC), Web & Emerging Technologies Group (WETG). As a Customer Experience Strategist, GS-0301-13, you will be responsible for increasing the internal and/or external customer experience of the programs, services, and work unit and building competency for a data driven design approach.

Duties

Serve as technical advisor in matters, issues, and questions pertaining to customer experience and/or assigned areas and identify, develop, manage, and lead initiatives to improve customer experience and Federal service delivery. Design, implement, and manage key products and features towards the development and continuous improvement of digital services to support secure sharing of CMS’ data. Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers. Review, evaluate, distill and synthesize data to uncover issues, identify trends and provide insights that drive organizational strategy.

Requirements

• You must be a U.S. Citizen or National to apply for this position.
• You will be subject to a background and suitability investigation.
• Time-in-Grade restrictions apply.

Qualifications

ALL QUALIFICATION REQUIREMENTS MUST BE MET WITHIN 30 DAYS OF THE CLOSING DATE OF THIS ANNOUNCEMENT. 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. In order to qualify for the GS-13, you must meet the following: You must demonstrate in your resume at least one year (52 weeks) of qualifying specialized experience equivalent to the GS-12 grade level in the Federal government, obtained in either the private or public sector, to include: Experience using data from multiple digital experiences to develop and improve the consumer experience across digital products on public facing websites; AND Presenting recommendations on how on key data insights can be leveraged to create a consumer centric approach across a website journey; AND Providing project management expertise at the program level to drive consensus on data driven consumer experiences supported through data governance and technology implementation. 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. Time-in-Grade: To be eligible, current or former Federal employees and current or former Federal employees applying under the VEOA eligibility who hold or have held a permanent General Schedule position in the previous year must have served at least 52 weeks (one year) at the next lower grade level from the position/grade level(s) to which they are applying. Click the following link to view the occupational questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/12621248

Education

This job does not have an education qualification requirement.

Contacts

• Address Office of Communications 7500 Security Blvd Woodlawn, MD 21244 US
• Name: CMS HR Inquiries
• Email: [email protected]