Customer Experience Strategist

Office of the Chief Information Officer•Denver, CO

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 standards, procedures, and performance measurement methods to improve the effectiveness, consistency, and service delivery of contact center operations across programs and channels. The role supports and improves workflows across voice, email, chat, messaging, and in-person channels; translates data into actionable recommendations; presents findings to management and stakeholders; and works with leadership to gain acceptance and implementation of solutions to complex, cross-cutting operational and customer experience challenges. The position also supports skill development in knowledge management and customer experience best practices. The role is at the GS-13 level. Applicants must meet the specialized experience requirement by the announcement's closing date. Candidates must be U.S. citizens or nationals and successfully complete the required background investigation and other federal employment conditions. HUD offers alternative and flexible work schedules. Relocation expenses and incentives will not be paid.

Requirements

For the GS-13 level, one year (52 full weeks) of specialized experience at a level of difficulty and responsibility equivalent to GS-12 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.
Must be a U.S. citizen or U.S. national.
Must successfully complete a background investigation; a Public Trust background investigation is required.
Must complete a Declaration for Federal Employment when requested and use direct deposit/electronic funds transfer for salary payment.
Male applicants born after December 31, 1959 must certify Selective Service registration or exemption.
Must complete a Personal Identity Verification process requiring two forms of identification from Form I-9.
Must 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.
Improve the effectiveness and consistency of contact center operations and service delivery across programs and channels.
Support and improve workflows across voice, email, chat, messaging, and in-person service channels.
Translate data into 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.