Customer Experience Strategist

Summary

This position is located at Department of Housing and Urban Development, Office of the Chief Information Officer.

This opportunity is also open to Status Candidates under Announcement ST-[redacted]-26-CF. Please refer to that announcement for details on open period, eligibility, and how to apply.

Duties

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This position is located in the Department of Housing and Urban Development (HUD), Office of the Chief Information Officer (OCIO), Business Management and Operations. The mission of the Business and Management Office is to enable delivery of HUD programs, services, and management processes by providing high-quality information, technology solutions, and services.

As a Customer Experience Strategist, you will:

• Develop and refine knowledge management governance standards, procedures, and performance measurement methods used to and improve the effectiveness, consistency, and of contact center operations and service delivery across programs and channels.
• Support and improve workflows across voice, email, chat, messaging, and in-person channels.
• Translate data into actionable recommendations to enhance service delivery; present findings to management and Stakeholders and negotiate with leadership to gain acceptance and implementation of solutions addressing complex, cross-cutting operational and customer experience challenges.
• Support skill development in knowledge management and CX best practices.

Requirements

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Conditions of employment

Candidates will be selected for a job assigned to one of the official duty stations listed in this announcement. Failure to report to duty at the location for which the candidate is selected may be grounds for a disciplinary action, including removal.

Key Requirements:

• Must be U.S. Citizen or U.S. National.
• A one year probationary period may be required. Continued employment is contingent upon supervisory certification that continued employment will benefit the Federal Service; the certification will occur no less than 30 days before the end of the probationary/trial period.
• Must successfully complete a background investigation.
• Public Trust - Background Investigation will be required.
• Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
• Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
• If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
• Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
• Obtain and use a Government-issued charge card for business-related travel.
• Please refer to "Additional Information Section for additional Conditions of Employment."

Qualifications

You must meet the following requirements by the closing date of this announcement.

Specialized Experience: For the GS-13 grade level, you must have one year (52 full weeks) of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized Experience for this position includes:

• Experience analyzing Contact Center performance data, customer feedback, and service metrics to identify trends, improve customer satisfaction, and recommend operational improvements; AND
• Experience developing and implementing customer experience strategies, knowledge management governance, standard operating procedures, or service enhancements that improved the quality, efficiency, and consistency of customer interactions across multiple service channels; AND
• Experience collaborating with managers, stakeholders, and cross-functional teams to evaluate customer service programs, resolve customer issues, and support continuous improvement initiatives that enhanced contact center performance and customer engagement.

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 resume.

Education

Additional information

OTHER INFORMATION:

• We may select from this announcement or any other source to fill one or more vacancies.
• Relocation expenses will not be paid.
• Relocation incentive will not be paid.
• Recruitment incentive will not be paid.
• This is a bargaining unit position.
• This position is Exempt from the Fair Labor Standards Act (FLSA).
• HUD offers alternative and flexible work schedules.
• This announcement may be used to fill additional vacancies for similar positions across HUD. During the online application process, you will be asked to specify if you would like your application information shared with other hiring managers in the Program Office listed in this announcement or in other HUD Program Offices. Opting to share your application information will not impact your application for this announcement, nor will it guarantee further consideration for additional positions.

CONDITIONS OF EMPLOYMENT (CONTINUED):

HUD employees are subject to a number of government-wide and HUD specific ethics laws and regulations, including restrictions on working in a real estate related business, and having Section 8 tenants, along with other prohibited interests and activities.

REASONABLE ACCOMMODATION REQUESTS:If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations 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. 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 Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire

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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.

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.

Review our 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.