Customer Experience Strategist Job

Vacancy No. DE-12586236-25-DM Department Office of the Inspector General
Salary $88,520.00 to $115,079.00 Grade 13 to 13
Perm/Temp Permanent FT/PT Full-time
Open Date 11/25/2024 Close Date 12/4/2024
Job Link Apply Online Who may apply Public
Locations:
Denver, COWashington, DCMiramar, FLAtlanta, GA


Summary

The Office of Inspector General (OIG) is an independent office whose mission is to promote excellence, integrity, and accountability throughout the Department of Homeland Security (DHS). In our dynamic environment, the OIG conducts investigations, audits, evaluations, and inspections to enhance program effectiveness and efficiency and to detect and prevent waste, fraud, and mismanagement in DHS programs and operations.

This job is open to

Clarification from the agency

All U.S. Citizens ICTAP/CTAP Military Spouses 30% Disabled Veterans You may be eligible to apply through announcement OIG-24-ST-12586253-25-DM

Duties

Being a Customer Experience Strategist makes you a valuable member of the Office of Innovation You will oversee the planning, coordination, development, and completion of complex and varied projects to extract, transform, and load data into relational and non-relational data stores.. Typical assignments include:

  • Incorporates modern techniques and methods to present information and material to target audiences.
  • Develops mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas worth exploring through innovative methods.
  • Demonstrated ability to effectively outline and identify business workflows and requirements.
  • Works with stakeholders across organizations, functions, and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.
  • Defines the overall goals and objectives of the user experience function or specific issues by meeting with OIG leadership.
  • Provides input and recommendations to the development or changes on human centered design information for technical and operational feasibility and adherence with project objectives.
  • Recommends actions on projects or broad, agency-wide strategic initiatives.
  • Establishes a system to review, control and report on user experience development status.
  • Designs and undertakes complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds.
  • Defines the overall goals and objectives of the customer experience function or specific issues by meeting with stakeholders.
  • Works with customers to evaluate their mission requirements, identify the target audience, and define objectives/goals of the requested project, business flow or requirements where these may not have been identified.
  • Documents, package and present findings, insights and recommendations via reports, presentations and/or other outputs as needed. Make research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos, experiences, and exhibits.
  • Prepares reports summarizing proposed long- and short- term organizational customer experience goals.
  • Communicates ideas, research, concepts, methods, analyses, evaluations, and makes recommendations in a logical and convincing manner.
  • Facilitates regular discussions with customers to gather requirements, assess user experiences, and plan future work.
  • Actively participates and plans meetings with customers focused on identifying workflows, requirements, problems and resolving issues.

Requirements

Conditions of Employment

  • You must be a U.S. citizen to apply for this position
  • You must successfully pass a background investigation
  • You must be able to obtain Secret security clearance
  • Selective Service registration required
  • Completion of one year trial period may be required

Qualifications

SPECIALIZED EXPERIENCE REQUIREMENTS GS-13
You qualify for the GS-13 grade level if you possess one year of specialized experience at the GS-12 grade level performing duties such as:
1. Experience conducting customer focused research projects and collaborations design to improve customer satisfaction.
2. Experience in evaluating, reviewing, and synthesizing data to resolve issues, identifying trends, and providing insights that drive organizational strategies.
3. Experience planning, developing, and carrying out projects that are central to the organization.

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.

The qualification requirements listed above must be met by the closing date 12/04/2024of this announcement.

The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.

Education

There are no specific education requirements or substitution of education for experience for this position.

Additional information

DHS offers competitive salaries and an attractive benefits package, including: health, dental, vision, life, and long-term care insurance; retirement plan; Thrift Savings Plan [similar to a 401(k)]; Flexible Spending Account; Employee Assistance Program; personal leave days; and paid federal holidays. Other benefits may include: flexible work schedules; telework; tuition reimbursement; transportation subsidies; uniform allowance; health and wellness programs; and fitness centers. DHS is committed to employee development and offers a variety of employee training and developmental opportunities. For more information, go to the DHS Careers website and select Benefits. Disabled veteran leave will be available to any Federal employee hired on or after November 5, 2016, who is a veteran with a service-connected disability rating of 30 percent or more.

If you receive a conditional offer of employment for this position, you will be required to complete an Optional Form 306, Declaration for Federal Employment, and to sign and certify the accuracy of all information in your application, prior to entry on duty. False statements on any part of the application may result in withdrawal of offer of employment, dismissal after beginning work, fine, or imprisonment.

Additional identical positions may be filled from this announcement at a later date.


Background Investigation: To ensure the accomplishment of our mission, DHS requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Secret as a condition of placement into this position.

DHS uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.

The Department of Homeland Security encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR § 213.3102(u), and/or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR § 315.707. Veterans, Peace Corps/VISTA volunteers, and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the DHS mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the required documentation, click on the links above or contact the Servicing Human Resources Office listed at the bottom of this announcement.

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. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

We will review your resume and supporting documentation to ensure you meet the minimum qualification requirements. Your experience, education, and training will be rated using a job questionnaire that is based on the following competencies or knowledge, skills, and abilities needed to perform this job:

  • Oral Communication
  • Organizational Performance Analysis
  • Project Management
  • Research
  • Written Communication


If you meet the minimum qualifications, you will be placed in one of the following categories:
  1. Best-Qualified: Applicants possessing experience that substantially exceeds the minimum qualifications of the position and demonstrate high proficiency in all of the critical competencies, including all Selective Placement Factors (SPF) and appropriate Quality Ranking Factors (QRF) as determined by the job analysis.
  2. Well-Qualified: Applicants possessing experience that exceeds the minimum qualifications of the position and demonstrates acceptable proficiency in all of the critical competencies, including all SPFs and appropriate QRFs as determined by the job analysis.
  3. Qualified: Applicants possessing experience that meets the minimum qualifications of the position and demonstrate basic proficiency in most of the critical competencies, including all SPFs and appropriate QRFs as determined by the job analysis.
If you are best qualified, you may be referred to the hiring manager for consideration and may be called for an interview. Preview the job questionnaire https://apply.usastaffing.gov/ViewQuestionnaire/12586236.

Veterans: Qualified veterans who have a compensable service-connected disability of at least 10% are listed in the best-qualified category, except when the position being filled is scientific or professional at the GS-09 grade level, or higher. (This position is not considered scientific/professional.) Other 10-point preference eligibles and veterans with 5-point preference who meet the eligibility and qualification requirements are placed above non-preference eligibles within the category in which they qualify. View information on veterans' preference.

Interagency Career Transition Assistance Program (ICTAP) Eligibles: If you have never worked for the federal government, you are not ICTAP eligible. View information about ICTAP eligibility on OPM's Career Transition Resources website. To be considered eligible under ICTAP, you must be placed in the well-qualified category for this position, as described above. In addition, you must submit the supporting documents listed under the required documents section of this announcement.

Required Documents

To apply for this position, you must submit a complete Application Package which includes:
1. Your resume NOTE: For what to include in the resume, click on the link.
2. Your responses to the job questionnaire https://apply.usastaffing.gov/ViewQuestionnaire/12586236
3. Are you a veteran? Submit Member Copy 4 of your DD-214 or other (Certificate of Release or Discharge from Active Duty) and/or documentation of service connected disability. If applying based on eligibility under the Veterans Opportunity to Work (VOW) Act, you must submit certification from the Armed Forces that you will be discharged or released from active duty within 120 days from the date on the certification. This must indicate your dates of service, your rank, and confirm that you will be separated under honorable conditions. View more veterans' information.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

To begin your online application, click "Apply Online" to create a USAJOBS account and follow the prompts or log in to your existing account. Your application packet must include a completed assessment questionnaire, a resume, and any applicable and or required supporting documentation. Please see the "Required Documents" section below for additional information. All application materials, including transcripts, must be in English. If you are unable to apply online or need to submit a document you do not have in electronic form, visit this link for more information regarding an alternate application process.

Applications and supporting documentation will not be accepted by mail or email. The address below is for inquiries only. You may apply more than once, but the most recent application is the only one that will be used. You must submit your resume, your online questionnaire, and any supporting documents by 11:59PM EST on 12/04/2024.

We strongly encourage you to apply online. If you do not have access to a computer or fax, you may submit a paper application and the required forms. To do so, please contact: danielle.muse@oig.dhs.gov prior to the close of this announcement.

It is your responsibility to verify that any information entered or uploaded is received and is accurate. Human Resources will not modify or change any part of your application. Determining your eligibility and qualifications is dependent on the supporting documentation and information provided, which may impact your referral for further consideration. If a document is not legible, you will not be able to view it in your application.

Agency contact information

Danielle Muse
Address
Office of Inspector General
245 Murray Lane SW
Washington, DC 20548
US
Learn more about this agency

Next steps

Once you submit your application, we will assess your experience and training, identify the best-qualified applicants, and refer those applications to the hiring manager for further consideration and interviews. We will notify you by email after each of these steps has been completed. Your status will also be updated on USAJOBS throughout the process. To check your status, log on to your USAJOBS account, click on "Application Status," and then click "More Information."

If you are selected, we will conduct a suitability/security background investigation. View more information on applying for federal employment.

Interview (If applicable): Interviews are required for this position. Failure to complete the interview may result in removal from further consideration.

The Fair Chance to Compete for Jobs Act prohibits the Department of Homeland Security and its Components from requesting an applicant's criminal history record before that individual receives a conditional offer of employment. In accordance with 5 U.S. Code § 9202(c) and 5 C.F.R § 920.201 certain positions are exempt from the provisions of the Fair Chance to Compete Act. Applicants who believe they have been subjected to a violation of the Fair Chance to Compete for Jobs Act, may submit a written complaint to OIG.HROperations@oig.dhs.gov.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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