Digital User Experience Analyst

Internal Revenue Service • Fresno, CA

16h

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 across the Service by developing technical and policy tools, services, standards, and program strategy. It applies private-sector best practices and digital analytics to improve online products and websites, and keeps current with web analytics and digital developments to inform IRS work. The position also supports user experience design initiatives and provides consultation and guidance on policy proposals and program matters to senior agency leaders. It works with officials and stakeholders across the Service to build support for the IRS digital strategy and its goals.

Three vacancies are described: one supporting observability analytics across the IRS digital portfolio using application and network data; one in quantitative UX research analyzing behavioral, survey, and operational data; and one in UX design developing human-centered, accessible solutions and contributing to cohesive end-to-end experiences across the portfolio. The specific vacancy area may vary.

Requirements

• At least one year of specialized experience equivalent in difficulty and responsibility to the GS-13 level in the Federal service.
• Experience with existing and emerging user-centered design processes, procedures, and tools to identify user audiences and assess user requirements, needs, expectations, and satisfaction.
• 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 recommend or implement changes.
• Experience working with statutory, regulatory, and policy requirements and guidelines to prepare recommendations affecting online applications and user experience.
• Experience using workload management methods to set objectives, organize resources, establish priorities, and manage deadlines efficiently.
• Experience engaging stakeholders to identify and define user needs statements that drive iterative design solutions.
• Experience demonstrating initiative, originality, creativity, and sound judgment on management and policy issues affecting user experience.
• Oral and written communication skills, including delivering presentations and briefings to varied audiences.
• Ability to maintain rapport with executive leadership and demonstrate management presence.
• Meet the minimum age requirement: 18 years old, or at least 16 and meeting one of the specified education or vocational training conditions.
• Must be a U.S. citizen or national and provide proof of citizenship.
• Males born after December 31, 1959 must be registered with Selective Service or provide proof of exemption.
• Must provide two forms of identification for Personal Identity Verification.
• Must obtain and use a Government-issued charge card for business-related travel.
• Must satisfy applicable probationary-period, suitability, tax-compliance, fingerprint, criminal-history, and personnel-vetting requirements.

Responsibilities

• Collaborate to develop and build technical and policy support and tools for implementing a common user experience.
• Develop user experience services based on private-sector best practices and test the success of agency-wide standards.
• Iteratively develop and refine the user experience program strategy through engagement with agencies, key stakeholders, and subject-matter expertise.
• Monitor web analytics and digital developments in private industry and apply relevant knowledge within the Service.
• Assist with user experience design initiatives and provide consultation on policy proposals, along with technical, policy, and programmatic guidance and recommendations to senior agency leaders.
• Work with senior officials across the Service to manage complex stakeholder environments and build support and consensus for the IRS user experience digital strategy and goals.
• Use digital analytics, including quantitative and qualitative measurements of online products and website data, to improve customer experience.
• Depending on the vacancy area, use application and network data to identify trends, measure performance, and provide actionable insights; analyze behavioral, survey, and operational data to identify taxpayer needs and inform digital product strategy; or create and direct human-centered, accessible design solutions guided by research, data, and performance metrics.

Benefits

• Federal employee benefits package available to employees and their families; eligibility depends on position type.
• Alternative work schedules and staggered work hours may be available.
• Cost-of-Living Allowance applies in Puerto Rico.

What This Job Offers

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