Customer Experience Strategist

Bureau of the Fiscal Service • Birmingham, AL

1d

About The Position

This position is with the Bureau of the Fiscal Service, Debt Servicing and Financial and Servicing Solutions Branch. The Customer Experience Strategist increases the internal and/or external customer experience of programs and services developed and maintained by the Bureau of the Fiscal Service and its agents.

The strategist serves as a technical advisor on customer experience and assigned areas, and identifies, develops, manages, and leads initiatives to improve customer experience and service delivery. The role designs and undertakes complex management studies, initiatives, and data-gathering efforts whose scope may be broad and difficult to determine in advance. It also develops ways to gather or use quantitative and qualitative data to help stakeholders understand customers, develops metrics, measures results, and integrates new methodologies into existing systems.

The position is GS-14 and requires one year of specialized experience equivalent to the GS-13 level, including relevant customer experience advising, improvement initiatives, reporting and recommendations, and analysis of customer feedback and other data. Applicants must also meet the applicable time-in-grade requirement. There are no educational requirements. The position requires U.S. citizenship or U.S. national status and personnel vetting, including a background investigation and Continuous Vetting enrollment, as well as FBI Rap Back enrollment. Newly appointed employees are subject to a probationary or trial period.

Requirements

• Must be a U.S. Citizen or U.S. National.
• For GS-14, one year of specialized experience at a level of difficulty and responsibility equivalent to GS-13 in the Federal service, including serving as a technical advisor on customer experience issues and providing guidance to support program objectives.
• Experience participating in efforts to enhance customer experience and optimize service delivery, including planning, executing, and monitoring improvement initiatives.
• Experience developing clear reports, presentations, and other materials that document findings, communicate insights, and offer actionable recommendations.
• Experience collecting, analyzing, and synthesizing customer feedback, research, and other data, and packaging it to inform leadership decisions.
• For GS-14, meet the applicable time-in-grade requirement of 52 weeks at the GS-13 level.
• Current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.
• Successful completion of personnel vetting, including a background investigation and enrollment in Continuous Vetting and FBI Rap Back.
• Newly appointed employees to the competitive or excepted service are subject to a probationary or trial period.
• Meet the stated experience requirements within 30 days of the announcement closing date.

Responsibilities

• Serve as a technical advisor on customer experience matters, issues, and questions, and in assigned areas.
• Identify, develop, manage, and lead initiatives to improve customer experience and service delivery.
• Design and undertake complex management studies, initiatives, and data-gathering efforts with broad and difficult-to-define scope.
• Develop mechanisms for gathering or using quantitative and qualitative data to help stakeholders understand customers.
• Develop metrics, measure results, and integrate new methodologies into existing systems.

Benefits

• Student loan repayment may be offered.
• Opportunities for telework and flexible work schedules.
• Eleven paid holidays, 13 days of sick leave, and 13 to 26 days of vacation each year.
• Access to insurance programs that may continue after retirement.
• A choice of health insurance plans, coverage for pre-existing conditions, and no waiting periods; the employer pays up to 75% of health insurance premiums.
• Retirement program with employer-matching contributions.
• Challenging work, advancement opportunities, competitive salaries, bonuses, and incentive awards.
• Relocation expenses may be considered depending on the Government's interests and relevant factors.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed