The position reports to the Customer Experience team lead and the incumbent serves as a Senior Design Strategist providing expert advice and assistance on a diverse array of major policy issues to build a supporting rationale that serves as the analytic basis for major OMB and/or Presidential policy decisions.

Duties

As a Policy Analyst (Customer Experience), GS-0301-11/12, your typical work assignments may include the following under supervision: 1. Responsible for working with High Impact Service Providers (HISP) and Federal agencies to develop service assessments, conduct customer experience (CX) organizational maturity assessments, and develop action plans to improve the delivery of their services for the American public. 2. Work alongside senior Agency accountable officials to identify priority life experiences that require members of the public to navigate a service(s) across the boundaries of multiple Federal programs, Agencies, and/or levels of Government. 3. Assists with improving the Federal government's understanding of our customers, including designing and leading quantitative and qualitative customer research activities. These activities will include a focus on involving customers in the work of Government, including increasing access to public participation to inform the work of Federal agencies and engaging members of the public to co-design solutions. 4. Assists in coordinating interagency policy development processes builds multi-stakeholder consensus to achieve broadly accepted recommendations; oversees project plans for government-wide implementation of new policy.

Requirements

• Must be a U.S. citizen or national
• Selective Service registration if a male born after December 31, 1959
• Subject to pre-employment and random drug tests
• Direct Deposit is required
• RELOCATION EXPENSES WILL NOT BE PAID
• Suitability for Federal employment
• May be required to successfully complete a probationary period
• Résumé and supporting documents (See How To Apply)
• Only experience and education obtained by the closing date of this announcement will be considered.

Qualifications

MINIMUM QUALIFICATION REQUIREMENTS: All applicants must meet the qualification requirements outlined below to be considered minimally qualified for this position. The qualification requirements are in accordance with the OPM Qualification Standards. ALL QUALIFICATIONS MUST BE MET BY THE CLOSING DATE OF THIS ANNOUNCEMENT. SPECIALIZED EXPERIENCE: You may qualify at the GS-11 level, if you fulfill one of the following qualification requirements: A. One year of specialized experience equivalent to the GS-09 grade level in the Federal service or equivalent experience in the private sector that demonstrates your ability to 1) Designing quantitative and qualitative customer research activities; 2) Conducting customer experience organizational maturity assessments; AND 3) Assisting with development of action plans to improve delivery of services to the public.; OR B. A Ph.D. or equivalent doctoral degree; or 3 full years of progressively higher level graduate education leading to such a degree; or possession of a LL.M. degree, if related; OR C. A combination of education and experience as listed above. (Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified, and may be computed by first determining the total qualifying experience as a percentage of the experience required for the grade level; then determining the education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at the GS-11.) You may qualify at the GS-12 level, if you fulfill one of the following qualification requirements: A. One year of specialized experience equivalent to the GS-09 grade level in the Federal service or equivalent experience in the private sector that demonstrates your ability to ??????? 1) Designing quantitative and qualitative customer research activities; 2) Conducting customer experience organizational maturity assessments; 3) Developing action plans to improve delivery of services to the public; AND 4) Working with stakeholders to identify priority life experiences that require members of the public to interact with multiple government entities. 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

ARE YOU USING YOUR EDUCATION TO QUALIFY? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) official or unofficial transcripts are acceptable, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. All materials must be submitted by the closing date of the announcement.

PASS/FAIL COURSES: If more than 10 percent of your undergraduate course work (credit hours) were taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.

GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit:
http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html

Contacts

• Address Office of Management and Budget 725 17th Street, NW Washington, DC 20503 US
• Name: Client Services EOP - OA
• Email: EOPJOBS@OA.EOP.GOV