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

• 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.

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.