This job announcement has closed

Through this shared announcement, we're hiring customer experience leaders to join us at different agencies across the federal government to improve the way we serve the public. You must have dedication to mission, ability to continually re-center on the customers we serve, willingness to go deep into projects and then zoom out to persuade leadership on the value of this work using data, user research and customer insights.

Learn more about this agency

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Hiring complete

Open & closing dates

04/22/2020 to 04/27/2020

This job will close when we have received 200 applications which may be sooner than the closing date. Learn more
Salary

$91,231 - $170,800 per year
Final salary depends on grade and duty location
Pay scale & grade

GS 13 - 15
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Locations

Many vacancies in the following locations:
- Washington, DC
- Baltimore, MD
Telework eligible

Yes—as determined by the agency policy.
Travel Required

Occasional travel - Varies - Some positions may require travel.
Relocation expenses reimbursed

Yes—You may qualify for reimbursement of relocation expenses in accordance with agency policy.
Appointment type

Permanent
Work schedule

Full-Time
Service

Competitive
Promotion potential

None - Some positions may have promotion potential to higher grade levels.
Job family (Series)
- 0301 Miscellaneous Administration And Program
Supervisory status

No
Security clearance

Other
Drug test

No
Announcement number

DE-10676747-20-CH
Control number

3263817700

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Clarification from the agency

U.S. Citizens, CTAP, ICTAP

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Build agency understanding of who their customers are (both internal and external) and the value they seek from Federal services, and what aspects of customer experience are most important to them.
Bring together the right people and supporting culture to develop strategies for improving customer experience, and plan for achieving measurable outcomes.
Act as a relentless entrepreneur driving opportunities and projects through to completion creatively within a bureaucracy, while maintaining respect for colleagues and tactfully building coalitions of support.
Work alongside colleagues to embed human-centered design practices so that others can both benefit from these approaches and learn methods for sustainable change.

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Conditions of Employment

Must be a U.S. Citizen or National
Selective Service Registration is required, as applicable
May require completion of one year probationary period
Some positions may require a pre-employment drug test and/or random drug testing during the period of employment.
Travel and security clearance requirements will vary depending on the position being filled.
Telework will vary based on agency and the agency's telework policy.
You may qualify for reimbursement of relocation expenses in accordance with agency policy.

Qualifications

Subject matter experts will evaluate the first three pages of your resume based on these competencies. You must have at least a year demonstrating accomplishment of the duties and competencies described below. One year of specialized experience is equivalent to 12 months at 40 hours per week. If your position was not full time, you must indicate the number of hours worked per week

GS-13: To quality for the GS-13 level, your resume and portfolio will show at least one year experience 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.

GS-14: To quality for the GS-14 level, your resume and portfolio will show at least one year experience showing you can work across silos to successfully deliver quantifiable impact, that you've led and advised leadership on customer experience strategy, implemented projects in an agile way through the entire lifecycle with a focus on customer experience measurement metrics, and have been recognized as an expert on design methods.

GS-15: To quality for the GS-15 level, in addition to what is described at the GS-14 level, your resume and portfolio will show at least one year experience leading organizations and building teams to drive multiple customer experience initiatives across organizational silos. You have extensive experience using customer data and user research to drive your organization to become more customer focused.

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

Education

This job does not have an education qualification requirement.

Additional information

Get answers to questions about this process and position
To address questions about the application process and requirements, please join us on April 20th 8PM EST and April 21st 2PM EST.

April 20th 8PM EST

Participant Dial-In: (877) 369-5243
Participant Code: 0961159#

April 21st 2PM EST

Participant Dial-In: (877) 369-5243
Participant Code: 0473880#

Multiple positions made be filled from this announcement.

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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.

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

You will be evaluated for this job based on how well you meet the qualifications above.
Candidates will be rated and ranked using Category Rating procedures. These procedures place candidates with veteran's preference above non-preference eligibles within each category. Veterans with a service connected disability of at least 10 percent are listed in the highest quality category, except when the position being filled is scientific or professional at the GS-09 grade level or higher. Under Category Rating, candidates will be rated and ranked into one of three categories:

Best Qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors and are highly proficient in all requirements of the job and can perform effectively in the position
Well Qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors and are proficient in most of the requirements of the job
Qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors and are proficient in some, but not all of the requirements of the job.

You will be evaluated on the following competencies:

Help
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.
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.

The following documents are required and must be submitted by 11:59 PM (EST) on 04/27/2020.
1. Résumé which includes a list of all significant jobs held and duties performed, with dates specified in month and year format, and indicate hours worked per week. If military or current/former federal employee, you must include your rank and/or grade resume (we will review up to 3 pages of work experience).
2. Design portfolio (limited to 3MB or include a URL within your resume) of work samples that exemplify your relevant experience. The portfolio can include case studies, examples of project work, and/or journey maps. Either your resume or portfolio should include what your role was in each of the projects.
3. Other Supporting Documents, if applicable, such as:
4. - Veterans Preference Documentation:
    - If you are a Discharged, Non-Disabled Veteran, you must submit a copy of your DD-214 showing character of discharge (Member 4 copy), or other Documentation of Service and Separation under Honorable Conditions, as listed on the SF15. If you don't have your DD-214, you may request it after discharge from the National Archives.
    - If you are a veteran within 120 days of discharge, you must submit signed documentation from the Armed Forces certifying: 1) your expected release/retirement from active duty, 2) under honorable conditions, 3) your pay grade/rank/rate at time of discharge, 4) dates of active duty service, 5) any campaign or expeditionary medals received, & 6) dated within 120 days of your separation.
    - If you are a Disabled Veteran, Purple Heart Recipient, or Mother or Spouse of a Disabled or Deceased Veteran, you must submit all additional proof required by the SF15, and if applicable, a completed SF15. You may request a copy of your Department of Veterans Affairs letter from www.ebenefits.va.gov or call 1-800-827-1000 to establish proof of disability.
5. Documentation for Interagency/Career Transition Assistance Plan consideration if you are a displaced Federal employee within the local commuting area. You must include: 1) Proof you are a displaced Federal employee, e.g., RIF Separation Notice, Notice of Proposed Removal, etc; 2) SF-50s (Notifications of Personnel Action) showing career/conditional tenure competitive status, promotion potential and duty location; and 3) your most recent performance appraisal. To exercise selection priority, displaced or surplus Federal employees must be rated well-qualified or above 85 on the rating criteria for this position.
To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.

A complete application package must be submitted by 11:59 PM (EST) on 04/27/2020 to receive consideration.
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
- Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
- After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
- You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
Agency contact information

Christina Hoffman

Phone

202-905-9063

Email

Christina.Hoffman@opm.gov

Address

Mixed Agency Training Customer A
1900 E Street NW
Washington, DC 20415
US

Learn more about this agency

Next steps
We will notify you of the outcome after each step of the recruitment process has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation. \We expect to make a final job offer within 120 days after the closing date of the announcement.
- April 20th: Job Posting Opens
- Mid May: First round interviews
- Late-May: Second round interviews
- Early-June: Agency interviews
- Mid-Late June: Selections made
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

Help

The following documents are required and must be submitted by 11:59 PM (EST) on 04/27/2020.

Résumé which includes a list of all significant jobs held and duties performed, with dates specified in month and year format, and indicate hours worked per week. If military or current/former federal employee, you must include your rank and/or grade resume (we will review up to 3 pages of work experience).
Design portfolio (limited to 3MB or include a URL within your resume) of work samples that exemplify your relevant experience. The portfolio can include case studies, examples of project work, and/or journey maps. Either your resume or portfolio should include what your role was in each of the projects.
Other Supporting Documents, if applicable, such as:
- Veterans Preference Documentation:
  - If you are a Discharged, Non-Disabled Veteran, you must submit a copy of your DD-214 showing character of discharge (Member 4 copy), or other Documentation of Service and Separation under Honorable Conditions, as listed on the SF15. If you don't have your DD-214, you may request it after discharge from the National Archives.
  - If you are a veteran within 120 days of discharge, you must submit signed documentation from the Armed Forces certifying: 1) your expected release/retirement from active duty, 2) under honorable conditions, 3) your pay grade/rank/rate at time of discharge, 4) dates of active duty service, 5) any campaign or expeditionary medals received, & 6) dated within 120 days of your separation.
  - If you are a Disabled Veteran, Purple Heart Recipient, or Mother or Spouse of a Disabled or Deceased Veteran, you must submit all additional proof required by the SF15, and if applicable, a completed SF15. You may request a copy of your Department of Veterans Affairs letter from www.ebenefits.va.gov or call 1-800-827-1000 to establish proof of disability.
Documentation for Interagency/Career Transition Assistance Plan consideration if you are a displaced Federal employee within the local commuting area. You must include: 1) Proof you are a displaced Federal employee, e.g., RIF Separation Notice, Notice of Proposed Removal, etc; 2) SF-50s (Notifications of Personnel Action) showing career/conditional tenure competitive status, promotion potential and duty location; and 3) your most recent performance appraisal. To exercise selection priority, displaced or surplus Federal employees must be rated well-qualified or above 85 on the rating criteria for this position.

Help

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.

A complete application package must be submitted by 11:59 PM (EST) on 04/27/2020 to receive consideration.

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.

To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

Agency contact information

Christina Hoffman

Phone: 202-905-9063
Email: Christina.Hoffman@opm.gov
Address: Mixed Agency Training Customer A
1900 E Street NW
Washington, DC 20415
US

Learn more about this agency

Next steps

We will notify you of the outcome after each step of the recruitment process has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation. \We expect to make a final job offer within 120 days after the closing date of the announcement.

April 20th: Job Posting Opens
Mid May: First round interviews
Late-May: Second round interviews
Early-June: Agency interviews
Mid-Late June: Selections made

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

This job announcement has closed

Help

Hiring complete

Open & closing dates

04/22/2020 to 04/27/2020

This job will close when we have received 200 applications which may be sooner than the closing date. Learn more
Salary

$91,231 - $170,800 per year
Final salary depends on grade and duty location
Pay scale & grade

GS 13 - 15
Locations

Many vacancies in the following locations:
- Washington, DC
- Baltimore, MD
Telework eligible

Yes—as determined by the agency policy.
Travel Required

Occasional travel - Varies - Some positions may require travel.
Relocation expenses reimbursed

Yes—You may qualify for reimbursement of relocation expenses in accordance with agency policy.
Appointment type

Permanent
Work schedule

Full-Time
Service

Competitive
Promotion potential

None - Some positions may have promotion potential to higher grade levels.
Job family (Series)
- 0301 Miscellaneous Administration And Program
Supervisory status

No
Security clearance

Other
Drug test

No
Announcement number

DE-10676747-20-CH
Control number

3263817700

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/3263817700. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

Customer Experience Strategist

Summary

Overview

Open & closing dates

Salary

Pay scale & grade

Locations

Telework eligible

Travel Required

Relocation expenses reimbursed

Appointment type

Work schedule

Service

Promotion potential

Job family (Series)

Supervisory status

Security clearance

Drug test

Announcement number

Control number

This job is open to

Clarification from the agency

Duties

Requirements

Conditions of Employment

Qualifications

Education

Additional information

How You Will Be Evaluated

Agency contact information

Next steps

Required Documents

How to Apply

Agency contact information

Next steps

Fair & Transparent