Customer Experience Strategist

Office of the Chief Information Officer•Denver, CO

1d•Onsite

About The Position

This position is in the U.S. Department of Housing and Urban Development (HUD), Office of the Chief Information Officer (OCIO), Business Management and Operations. The office enables delivery of HUD programs, services, and management processes by providing information, technology solutions, and services. The Customer Experience Strategist develops and refines knowledge management governance, procedures, and performance measurement methods to improve contact center operations and service delivery across programs and channels. The role supports workflows across voice, email, chat, messaging, and in-person channels; turns data into recommendations; presents findings to management and stakeholders; and works with leadership to gain acceptance and implementation of solutions to complex operational and customer experience challenges. The position also supports skill development in knowledge management and customer experience best practices.

Requirements

For the GS-13 level, one year (52 full weeks) of specialized experience equivalent in difficulty and responsibility to the GS-12 level in the Federal service.
Experience analyzing contact center performance data, customer feedback, and service metrics to identify trends, improve customer satisfaction, and recommend operational improvements.
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.
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.
For GS-13, meet the applicable time-in-grade requirement of 52 weeks at the GS-12 level.
Current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment.
Must be a U.S. Citizen or U.S. National.
Must successfully complete a background investigation; a Public Trust background investigation is required.
Complete a Declaration for Federal Employment when requested and undergo identity and employment eligibility verification, including the PIV process requiring two forms of identification from Form I-9.
Have salary paid by direct deposit/electronic funds transfer.
Male applicants born after December 31, 1959, must certify Selective Service registration or exemption.
Obtain and use a Government-issued charge card for business-related travel.

Responsibilities

Develop and refine knowledge management governance standards, procedures, and performance measurement methods for contact center operations and service delivery.
Improve the effectiveness, consistency, and performance of contact center operations and service delivery across programs and channels.
Support and improve workflows across voice, email, chat, messaging, and in-person channels.
Analyze data and develop actionable recommendations to enhance service delivery.
Present findings to management and stakeholders.
Work 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 customer experience best practices.