Customer Experience Strategist-536322

Delaware Nation Industries•Arlington, VA

About The Position

The Bureau of Overseas Buildings Operations (OBO) directs the worldwide overseas building program for the Department of State. Working with other offices and bureaus, foreign affairs agencies, and Congress, OBO’s challenge is to set worldwide priorities for the design, construction, acquisition, maintenance, use, and sale of real properties and the use of sales proceeds. The projects that will be supported by this task order are all located in U.S. embassies and consulates worldwide. These projects include all manner of leasing real property, lease fit outs, and some construction. Budget estimates for these projects range from approximately $100,000 to $50,000,000. The incumbent serves as a Customer Experience (CX) Strategist providing analytical, advisory, and technical support to improve PRE customer experience across the organization. The role focuses on collecting, analyzing, and reporting customer feedback and experience data to support internal planning discussions and inform enhancements to service delivery for U.S. Embassy and Consulate, federal, multinational, and international customers. The incumbent supports the development and refinement of customer feedback mechanisms by gathering requirements, researching industry best practices, and assisting in the design and documentation of surveys, feedback tools, and data collection approaches for government review and approval. Apply qualitative and quantitative research methods to analyze customer data, identify trends, and document issues and opportunities for improved planning and service delivery.

Requirements

Required to be a United States citizen
A bachelor’s degree from an accredited institution and eleven (11) years of related experience.
Knowledge of qualitative and quantitative methods to design research processes
Skill in building collaborative relationships and working across organizational and geographic boundaries.
Skill in translating data into strategy and design direction
Knowledge or and skill in using modern user research tools, including analytic tools for data analysis and performing various types of research: field, ethnography, lab-based user testing, remote testing, concept testing, and survey design in order to design customer research methods to measure customer experience feedback; and to identify trends in new methods from industry and academia related to customer experience perceptions
Skill in connecting and aligning initiatives and projects to organizational strategy, goals, and metrics.
Skilled in negotiation and facilitation techniques to develop innovative and creative solutions to complex problems.
Skilled in human centered design practices

Nice To Haves

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Responsibilities

Provides analytical, advisory, and technical support for customer experience activities across PRE to help improve understanding of customer needs and service delivery performance.
Collects, organizes, and analyzes customer feedback data to identify trends, recurring issues, and opportunities for planning and service improvement.
Prepares reports, dashboards, presentations, and other analytical products summarizing customer findings for use by PRE leadership and stakeholders.
Supports coordination with OBO and Department offices to connect customers with PRE services.
Provides analytical input to the PRE Planning Office by compiling customer data and identifying anticipated customer needs based on historical trends and feedback.
Develop data-driven insights and recommendations for potential service improvements, workflow enhancements, and customer engagement approaches for government review and consideration.
Supports design and execution of surveys, interviews, focus groups, and workshops by assisting with planning, materials development, logistics, and documentation of findings.
Conducts user research activities in coordination with government stakeholders to support structured data collection and analysis efforts.
Supports use of databases, dashboards, and analytical tools to track customer experience metrics and identify service delivery trends.
Assists in maintaining documentation and reporting on customer experience performance indicators.
Participates in meetings, working groups, and stakeholder engagements in a support capacity, documenting discussions, summarizing findings, and preparing action item tracking materials.
Performs other related duties as assigned.