Management and Program Analyst (Customer Service)

Architect of the Capitol•Washington, DC

11d

About The Position

This position is in the Architect of the Capitol (AOC), Office of the Chief of Operations. The Management and Program Analyst serves as a senior analyst and program manager, coordinating and supporting customer service activities and managing the AOC Customer Experience Program. The role advises management on customer service, conducts analysis, and carries out initiatives and projects to ensure high-quality services for building occupants and tenants, Capitol Hill visitors, other AOC offices and entities, and Members of Congress and their staffs. The position may also perform other management analysis duties in support of Agency Operations. The analyst is a subject matter expert and advisor to AOC management and staff on customer service and improving customer experience. As Program Manager for the AOC Customer Experience Program, the role leads implementation and refinement of the agency’s customer service framework, systems, and strategy, drawing on industry best practices and lessons learned. The position develops internal customer-experience infrastructure with interdisciplinary teams and leads complex, cross-organization and cross-functional efforts to understand customer needs, identify internal customer pain points, and improve customer experience. The role provides guidance on jurisdiction operations and customer services, including visitor support and client services; develops and uses metrics to understand customer service operations, trends, and opportunities for improvement; and serves as liaison to operational jurisdictions and organizations that interact directly with clients and visitors. The employee must follow applicable OSHA, Office of Congressional Workplace Rights, and AOC safety rules and regulations, receive or provide relevant safety training, and use required personal protective equipment as appropriate. Other related duties may be assigned.

Requirements

One full year of specialized experience equivalent to the next lower grade level, including managing and leading development, implementation, and refinement of customer service frameworks, systems, and strategies for a large organization.
Experience developing new policies, processes, and procedures to assess and enhance customer experience.
Experience analyzing and measuring the effectiveness of customer service programs and initiatives.
Experience incorporating and motivating creative, interactive training techniques to enhance training and maximize customer use and retention.
Must pass a drug test.
Must meet applicable U.S. Office of Personnel Management qualification and eligibility requirements by the announcement closing date.
Must meet the stated employment eligibility categories for paid employment with the Architect of the Capitol.

Responsibilities

Advise AOC management and staff as a senior analyst and subject matter expert on customer service and customer experience improvement.
Manage the AOC Customer Experience Program and lead implementation and refinement of its customer service framework, systems, and strategy.
Develop customer-experience infrastructure with interdisciplinary teams to support consistent, clear, and intuitive customer interactions.
Lead, guide, and facilitate complex cross-organization and cross-functional programs to improve understanding of customer needs, assess internal customer pain points, and improve customer experience.
Provide advice and guidance on jurisdiction operations and customer services, including visitor support and client services.
Develop and use metrics to understand customer service operations, trends, and opportunities for improvement.
Serve as liaison to operational jurisdictions and front-line client- and visitor-facing organizations on agency operations affecting customer service and experience.
Follow applicable safety rules and regulations, participate in safety training as needed, and use required personal protective equipment.
Perform other related duties and management analysis duties as assigned.