Customer Experience Specialist - Parkersburg, United States - TREASURY

Description

** Customer Experience Specialist**

**Department of the Treasury**

**Location**

1 vacancy in the following location:

** Relocation expenses reimbursed**

No

** Telework eligible**

Yes as determined by agency policy

**Duties**

** Summary**

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

This position is in the Bureau of the Fiscal Service, Revenue Collections Management, Agency Relationship Management & Engagement Division, Outreach & Engagement Branch. A Customer Experience Specialist provides analysis & advice in designing & reacting to customer interactions to meet or exceed customer expectations & increase customer loyalty & advocacy.

**Responsibilities**

As a **Customer Experience Specialist**, you will:

Serves as technical advisor to RCM programs in matters, issues, and questions pertaining to customer experience and/or assigned areas.

Designs and undertakes complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds. Studies are typically designed to provide information that assists management in controlling RCMs diverse program areas, affect program delivery, and identify actual or potential problem areas impacting program operations and customer satisfaction in the short and long term.

Prepares and/or conducts briefings for higher level management to explain the specific analysis of subject matter, as well as to provide recommendations or action plans and provide guidance and/or direction for implementation. Makes recommendations for the development or modification of program objectives and resource utilization to achieve the established goals, and to improve customer experience and the performance of operating programs.

Identifies and participates on national projects or studies, work groups, task forces and/or panels, frequently focusing on unprecedented problems, which shape the future direction of RCM programs. Uses technical leadership, outstanding creativity, and exceptional judgment to develop, define, and modify research and/or programmatic objectives, devising innovative ways to solve problems of major importance to RCM.

Develops authoritative papers and/or reports which state RCMs position and furthers the objectives of the assigned program areas. Reviews information for technical and operational feasibility and adherence with project objectives and recommend actions on strategic initiatives. Confers with key government and private officials and top experts in his/her field, representing RCM at technical symposia and conferences.

**Travel Required**

Occasional travel - Up to 1 to 5 nights per year

** Supervisory status**

No

** Promotion Potential**

13

**Requirements**

** Conditions of Employment**

+ Must be U.S. Citizens or U.S. Nationals.

+ Please refer to "Conditions of Employment."

+ Click "Print Preview" to review the entire announcement before applying.

**If you do not meet any of the categories listed above, you may wish to apply under announcement 21-FS-694-P, which is open for any U.S. Citizen or U.S. National to apply. Please refer to that announcement for details on open period, eligibility, and how to apply.**The experience may have been gained in either the public, private sector or . 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 rsum.

** Qualifications**

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

**Specialized experience:** For the GS-13, you must have one year 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:**

**participating in customer experience strategy, using diverse customer experience measurement tools to define and implement customer experience projects, and have demonstrated experience implementing design methods despite changing circumstances and

stakeholders with diverse priorities.

Examples of this experience could include:**- Communicating with senior-level management regarding customer experience techniques and approaches.

Presenting innovative human-centered design customer experience (CX )workshops, resources, training and webinars for service delivery staff.

Utilizing customer experience (CX) approaches to enhance customer service delivery.

Examples may include: research methodologies, experience design, rapid-prototyping, usability testing, or design operations.

Aligning customer experience strategy to the organizations mission, vision, and strategic priorities.

Implementing CX initiatives that follow the customer journeys across organizational silos and has used information collected, combined with operational data, to drive decision-making, demonstrate impact, and support continuous improvement.

Applying design techniques in service of positive customer outcomes, which could include deep knowledge of design thinking, service design, content design, product design, behavioral science, ethnographic research, usability research, or accessibility assessment (including 508 standards) practices.

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

For the **GS-13**, you must have been at the **GS-12** level for 52 weeks.

**Education**

**Additional information**

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 high risk position.

We offer opportunities for telework.

We offer opportunities for flexible work schedules.

**CONDITIONS OF EMPLOYMENT**:

A one year probationary period may be required.

Public Trust Background Investigation will be required.

Must successfully complete a background investigation. Periodic reinvestigation is required no later than five years after selection and at least every succeeding five years.

Obtain and use a Government-issued charge card for business-related travel.

** How You Will Be Evaluated**

You will be evaluated for this job based on how well you meet the qualifications above.

Your application includes your rsum, responses to the online questions, and required supporting documents. Please be sure that your rsum includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your rsum may result in a not qualified determination.

**Rating**: Your application will be evaluated in the following areas: **Analytical, Communication, and Project Management**. Your application will be rated and ranked among others, based on your responses to the online questions, regarding your experience, education, training, performance appraisals and awards relevant to the duties of this position. Your rating may be lowered if your responses to the online questions are not supported by the education and/or experience described in your application.

**Referral**: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration.

If you are a displaced or surplus Treasury Federal employee (eligible for the ) you must receive a score of 90 or better to be rated as well qualified" to receive