Customer Experience Strategist – Federal government of the United States

Title of the Job: Customer Experience Strategist

Location: Woodlawn, MD

Job Description: SummaryThis position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications (OC), Web & Emerging Technologies Group (WETG).As a Customer Experience Strategist, GS-0301-13, you will be responsible for increasing the internal and/or external customer experience of the programs, services, and work unit and building competency for a data driven design approach.OverviewOpen & closing dates12/04/2024 to 12/08/2024Salary$117,962 – $153,354 per yearPay scale & gradeGS 13Location1 vacancy in the following location:Remote jobNoTelework eligibleYes—as determined by the agency policy.Travel RequiredOccasional travel – You may be expected to travel up to 5% for this position.Relocation expenses reimbursedNoAppointment typePermanentWork scheduleFull-timeServiceCompetitivePromotion potential13Job family (Series)Supervisory statusNoSecurity clearanceDrug testNoPosition sensitivity and riskTrust determination processFinancial disclosureNoBargaining unit statusAnnouncement numberCMS-OC-25-12621247-DEControl number821854300This job is open toVideosDuties

• Serve as technical advisor in matters, issues, and questions pertaining to customer experience and/or assigned areas and identify, develop, manage, and lead initiatives to improve customer experience and Federal service delivery.
• Design, implement, and manage key products and features towards the development and continuous improvement of digital services to support secure sharing of CMS’ data.
• Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers.
• Review, evaluate, distill and synthesize data to uncover issues, identify trends and provide insights that drive organizational strategy.

RequirementsConditions of Employment

• You must be a U.S. Citizen or National to apply for this position.
• You will be subject to a background and suitability investigation.

QualificationsALL QUALIFICATION REQUIREMENTS MUST BE MET BY THE CLOSING DATE OF THIS ANNOUNCEMENT.Your resume must include detailed information as it relates to the responsibilities and specialized experience for this position. Evidence of copying and pasting directly from the vacancy announcement without clearly documenting supplemental information to describe your experience will result in an ineligible rating. This will prevent you from receiving further consideration.In order to qualify for the GS-13, you must meet the following: You must demonstrate in your resume at least one year (52 weeks) of qualifying specialized experience equivalent to the GS-12 grade level in the Federal government, obtained in either the private or public sector, to include: * Experience using data from multiple digital experiences to develop and improve the consumer experience across digital products on public facing websites; AND

• Presenting recommendations on how on key data insights can be leveraged to create a consumer centric approach across a website journey; AND
• Providing project management expertise at the program level to drive consensus on data driven consumer experiences supported through data governance and technology implementation.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.Click the following link to view the occupational questionnaire:EducationThis job does not have an education qualification requirement.Additional informationBargaining Unit Position: Yes-American Federation of Government Employees, Local 1923
Tour of Duty: Flexible
Recruitment/Relocation Incentive: Not Authorized
Financial Disclosure: Not RequiredWorkplace Flexibility at CMS: This position has a regular and recurring reporting requirement to the CMS office listed in this announcement; however, CMS offers flexible working arrangements and allows employees the opportunity to participate in telework combined with alternative work schedules at the manager’s discretion. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Supervisory positions must report a minimum 2 times per week and non-Supervisory positions must report a minimum of 2 times per pay period.The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced federal employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit the required documentation and be rated well-qualified for this vacancy. . A well-qualified applicant is one whose knowledge, skills and abilities clearly exceed the minimum qualification requirements of the position. Additional information about ICTAP and CTAP eligibility is on OPM’s Career Transition Resources website at .

• Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. .

Company Name: Federal government of the United States

Salary: $117962 – 153354 per year

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