Digital User Experience Analyst

Internal Revenue Service • Fresno, CA

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About The Position

The Digital User Experience Analyst works in the IRS Taxpayer Services, Office of Online Services. The role supports implementation of a common user experience, develops user experience services based on private-sector best practices, and tests agency-wide standards. It contributes to the user experience program strategy through engagement with agencies, stakeholders, and subject-matter expertise, and monitors web analytics and digital developments in the private sector. The analyst also supports user experience design initiatives, advises on policy proposals, provides technical, policy, and programmatic guidance to senior agency leaders, and works with senior officials across the Service to build consensus around the IRS digital strategy and goals. The position uses quantitative and qualitative digital analytics across component areas to improve the customer experience.

Requirements

• One year of specialized experience at a level equivalent to GS-13 in the Federal service. Federal experience is not required.
• Experience with existing and emerging user-centered design processes, procedures, and tools for identifying user audiences and assessing user requirements, needs, expectations, and satisfaction levels.
• Experience creating user interface designs, prototypes, and specifications across multiple web-based platforms.
• Experience using analytical methods and procedures to research and advise management on digital product delivery and integration, and to study digital product usage and implement or recommend changes.
• Experience working with statutory, regulatory, and policy requirements and guidelines to prepare recommendations affecting online applications and user experience.
• Experience with workload management methods and techniques, including setting objectives, organizing resources, prioritizing work, and managing deadlines.
• Experience engaging stakeholders to identify and define user-needs statements that drive iterative design solutions.
• Experience demonstrating initiative, originality, and creativity and exercising sound judgment on management and policy issues affecting user experience.
• Experience communicating orally and in writing, including delivering presentations and briefings to varied audiences, and maintaining rapport with executive leadership.
• Must meet the federal minimum age requirement: 18 years old, or at least 16 and meeting one of the listed education or vocational criteria.
• Must be a U.S. citizen or national and provide proof of U.S. citizenship.
• Must meet Selective Service registration requirements, if applicable.
• Must provide two forms of identification for Personal Identity Verification.
• Must obtain and use a government-issued charge card for business-related travel.
• Must undergo required suitability, tax, fingerprint, criminal-history, and personnel-vetting checks.
• Newly appointed employees are subject to a probationary or trial period.

Responsibilities

• Collaborate to develop and build support and tools, including technical and policy tools, for implementing a common user experience.
• Develop user experience services based on private-sector best practices and test the success of established agency-wide standards.
• Iteratively develop and refine the user experience program strategy through interaction with agencies, key stakeholders, and relevant expertise.
• Monitor web analytics and digital developments in private industry and bring relevant knowledge into the Service.
• Assist with user experience design initiatives and consult on policy proposals.
• Provide technical, policy, and programmatic guidance and recommendations to senior agency leaders.
• Work with senior-level officials across the Service to manage complex stakeholder environments and build support and consensus for IRS user experience digital strategy and goals.
• Use quantitative and qualitative digital analytics across component areas to improve the customer experience.

Benefits

• Federal employee benefits package for employees and their families; specific benefits eligibility depends on position type.
• Alternative work schedule and staggered work hours may be available.
• Puerto Rico cost-of-living allowance (COLA), where applicable.

What This Job Offers

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