Customer Experience Strategist

Summary

This position is located at Bureau of the Fiscal Service, Debt Servicing and Financial and Servicing Solutions Branch. As a Customer Experience Strategist, you will be responsible for increasing the internal and/or external customer experience of the programs and services developed and maintained by the Bureau of the Fiscal Service and its agents.

Duties

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As a Customer Experience Strategist, you will:

• 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 service delivery.
• Design and undertake complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance.
• Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers.
• Develop metrics, measure results, and integrate new methodologies into existing systems.

Requirements

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Conditions of employment

• All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period. During this time, your performance, conduct, and suitability for continued employment will be evaluated. You will not automatically convert to permanent status at the end of the probationary (or trial) period. Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary (or trial) period ends, your appointment will be terminated. You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations. Additional guidance and support will be provided during onboarding.
• This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury. The successful candidate will also be enrolled into FBI's Rap Back service, which will allow Treasury to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time. For more information about individual rights, Noncriminal Justice Applicant's Privacy Rights - FBI, FD-258 Privacy Act Statement - FBI, and SEAD-3-Reporting-U.pdf (dni.gov).

Key Requirements:

1. Please refer to "Conditions of Employment."
2. Click "Print Preview" to review the entire announcement before applying.
3. Must be U.S. Citizen or U.S. National

Qualifications

You must meet the following requirements within 30 days of the closing date of this announcement.

The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your résumé.

SPECIALIZED EXPERIENCE: For the GS-14, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized Experience for this position is defined as:

- Serving as a technical advisor on customer experience-related issues, providing guidance and expertise to support program objectives; AND

- Participating in efforts to enhance customer experience and optimize service delivery, including planning, executing, and monitoring improvement initiatives; AND

- Developing clear, well-structured reports, presentations, and other materials that document findings, communicate insights, and offer actionable recommendations; AND

- Collecting, analyzing, and synthesizing customer feedback, research, and other data, and packaging this information to inform leadership decisions.

In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable:

For the GS-14, you must have been at the GS-13 level for 52 weeks.

Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.

Education

There are no educational requirements for this position.

Additional information

PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to an offer being extended.

• During the application process you will have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact on your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies.
• Factors such as cost effectiveness, labor market conditions and difficulties in filling the position will be reviewed in determining if payment of relocation expenses is in the best interest of the Government.
• We may select from this announcement or any other source to fill one or more vacancies.
• This is a non-bargaining unit position.
• This position is a non-sensitive, moderate risk, public trust position.
• Student loan repayment may be offered.
• We offer opportunities for telework.
• We offer opportunities for flexible work schedules.

Our comprehensive benefits are very generous. Our benefits package includes:

• Challenging work, opportunities for advancement, competitive salaries, bonuses and incentive awards.
• Eleven paid holidays, 13 days of sick leave, and 13 to 26 days of vacation time each year.
• Access to insurance programs that may be continued after you retire.
• A wide choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods. We pay a substantial amount (up to 75%) of the health insurance premiums.
• A retirement program which includes employer-matching contributions.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. (https://appsupport-usastaffing.opm.gov/hc/en-us/sections/[redacted]5-Reasonable-Accommodation-Information)

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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.