Supervisory User Experience and Design

Internal Revenue Service•Fresno, CA

About The Position

This supervisory position is in the IRS Taxpayer Services, Office of Online Services, User Experience Research Branch. The role supports planning, development, and implementation of policies and programs that maintain and evolve IRS.gov, digital tools, and products in alignment with the agency’s digital strategy. It advises senior managers and executives on program measures and provides technical guidance to the organization and operating-division management on digital projects, products, and programs. The position combines front-line management with user experience and digital transformation expertise. It includes supervising staff and guiding their work on digital customer experience design, research, feedback analysis, journey mapping, personas, wireframes, prototypes, and customer experience testing. The employee analyzes project and product data, requirements, design, and impacts, identifies issues, and determines solutions. The role also requires monitoring industry practices, policy considerations, and legislative proposals that could affect the program area. Newly appointed employees may be subject to a probationary period, and the position is subject to a one-year supervisory or managerial probationary period unless already completed. A government-issued charge card is required for business travel. Applicants must meet federal citizenship, identity-verification, Selective Service, age, suitability, and specialized-experience requirements. Alternative work schedules and staggered hours may be available. The announcement does not specify a particular salary amount or work location.

Requirements

One year of specialized experience at the required level, including management or leadership experience applying management techniques and providing technical and administrative oversight to accomplish program objectives.
Experience managing resources, supporting managers, mentoring team members, and providing day-to-day guidance, training, or oversight; experience may come from project/program management, team leadership, technical advising, or senior specialist/analyst work.
Experience applying regulations, official guidance, principles, procedures, and techniques to oversee the planning, development, and implementation of technical program aspects.
Experience using effective and diplomatic communication techniques with internal and external customers.
Experience applying user experience design processes, practices, and tools to identify audiences, assess design requirements, determine needs and satisfaction, and create interface designs, prototypes, and specifications.
Experience using analytical methods and procedures to research, establish, and measure effective relationships with cross-functional teams to deliver customer-centered digital transformation.
Experience with service-delivery improvement and the design or improvement of digital experiences to achieve organizational goals; conducting studies of processes, application use, and website use; and implementing or recommending changes to support digital transformation or improve digitally supported operations.
Experience with program measures supporting the planning, development, and implementation of policies that maintain and evolve digital tools, products, and websites in accordance with organizational digital strategy.
Meet the minimum age requirement for federal employment: generally 18, or at least 16 with one of the specified education or vocational-training conditions.
Be a U.S. citizen or national and provide proof of citizenship.
Males born after December 31, 1959, must be registered with the Selective Service System or demonstrate an exemption.
Provide two forms of identification from the Form I-9 list.
Obtain and use a government-issued charge card for business-related travel.
Meet IRS suitability requirements, including applicable tax verification and personnel vetting requirements.

Responsibilities

Plan and prioritize subordinate work, set schedules, and assign work according to priorities, assignment requirements, and employee capabilities.
Evaluate subordinate performance and recommend recognition or disciplinary action; advise, counsel, and instruct employees on work and administrative matters.
Interview candidates and recommend appointments, promotions, or reassignments; hear and resolve employee complaints and take or recommend disciplinary action as appropriate.
Identify employee development and training needs, arrange training, and improve production, work processes, and work quality.
Prepare briefing papers for senior managers and executives on program measures supporting the planning, development, and implementation of policies for IRS.gov, digital tools, and products.
Monitor industry practices, policy considerations, and legislative proposals that may affect the program area.
Provide technical advice to the organization and operating-division management on digital projects, products, and programs.
Analyze project and product data, requirements, design, and impact; identify problem areas and determine resolutions.
Guide staff in developing digital customer experience designs, including quantitative and qualitative research, feedback analysis, scenario and journey mapping, personas, wireframes, prototypes, and customer experience testing.