Duties
As a Policy Analyst (Customer Experience), GS-0301-11/12, your typical work assignments may include the following under supervision:
1. Responsible for working with High Impact Service Providers (HISP) and Federal agencies to develop service assessments, conduct customer experience (CX) organizational maturity assessments, and develop action plans to improve the delivery of their services for the American public.
2. Work alongside senior Agency accountable officials to identify priority life experiences that require members of the public to navigate a service(s) across the boundaries of multiple Federal programs, Agencies, and/or levels of Government.
3. Assists with improving the Federal government's understanding of our customers, including designing and leading quantitative and qualitative customer research activities. These activities will include a focus on involving customers in the work of Government, including increasing
access to public participation to inform the work of Federal agencies and engaging members of the public to co-design solutions.
4. Assists in coordinating interagency policy development processes builds multi-stakeholder consensus to achieve broadly accepted recommendations; oversees project plans for government-wide implementation of new policy.
Requirements
Conditions of Employment
- Must be a U.S. citizen or national
- Selective Service registration if a male born after December 31, 1959
- Subject to pre-employment and random drug tests
- Direct Deposit is required
- RELOCATION EXPENSES WILL NOT BE PAID
- Suitability for Federal employment
- May be required to successfully complete a probationary period
- Résumé and supporting documents (See How To Apply)
- Only experience and education obtained by the closing date of this announcement will be considered.
Qualifications
MINIMUM QUALIFICATION REQUIREMENTS: All applicants must meet the qualification requirements outlined below to be considered minimally qualified for this position. The qualification requirements are in accordance with the OPM Qualification Standards. ALL QUALIFICATIONS MUST BE MET BY THE CLOSING DATE OF THIS ANNOUNCEMENT.
SPECIALIZED EXPERIENCE:
You may qualify at the GS-11 level, if you fulfill one of the following qualification requirements:
A. One year of specialized experience equivalent to the GS-09 grade level in the Federal service or equivalent experience in the private sector that demonstrates your ability to 1) Designing quantitative and qualitative customer research activities; 2) Conducting customer experience organizational maturity assessments; AND 3) Assisting with development of action plans to improve delivery of services to the public.;
OR
B. A Ph.D. or equivalent doctoral degree; or 3 full years of progressively higher level graduate education leading to such a degree; or possession of a LL.M. degree, if related;
OR
C. A combination of education and experience as listed above. (Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified, and may be computed by first determining the total qualifying experience as a percentage of the experience required for the grade level; then determining the education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at the GS-11.)
You may qualify at the GS-12 level, if you fulfill one of the following qualification requirements:
A. One year of specialized experience equivalent to the GS-09 grade level in the Federal service or equivalent experience in the private sector that demonstrates your ability to ??????? 1) Designing quantitative and qualitative customer research activities; 2) Conducting customer experience organizational maturity assessments; 3) Developing action plans to improve delivery of services to the public; AND 4) Working with stakeholders to identify priority life experiences that require members of the public to interact with multiple government entities.
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.
Education
ARE YOU USING YOUR EDUCATION TO QUALIFY? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: (1) official or unofficial transcripts are acceptable, or (2) you may submit a list with all of your courses, grades, semester, year, and credit for the course. All materials must be submitted by the closing date of the announcement.
PASS/FAIL COURSES: If more than 10 percent of your undergraduate course work (credit hours) were taken on a pass/fail basis, your claim of superior academic achievement must be based upon class standing or membership in an honor society.
GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.
FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit:
http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html
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.
Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared to your responses on the assessment questionnaire to determine your level of experience. If you rate yourself higher than is supported by your application package, your responses may be adjusted and/or you may be excluded from consideration for this position. If you are found to be among the top qualified candidates, you will be referred to the selecting official for employment consideration.
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.
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
Communication (oral and written) and Research
The Category Rating Process does not add veterans' preference points or apply the "rule of three" but protects the rights of Veterans by placing them ahead of non-preference eligibles within each quality
category. Veterans' preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent will be listed in the highest quality category
(except in the case of scientific or professional positions at the GS-09 level or higher).
Required Documents
To apply for this position, you must submit a complete Application Package which includes:
1. Your resume must thoroughly describe how your skills and experiences align to the criteria defined in the "Qualifications" section of this announcement and it must support your responses to the assessment questionnaire. We cannot assume you have performed the necessary experience required for this position regardless of your employment history, titles of positions held, series, grade, or academic career. To ensure all of the essential information is in your resume, we encourage you to use the USAJOBS online Resume Builder.
If you choose to use your own resume, curriculum vitae, or any other written form you choose, then you must ensure it contains all of the required information and you organize it so we can associate the following information for each experience/position:
- Job title
- Name of employer
- Beginning and ending dates of employment (month/day/year format)
- Hours worked per week. We will assume full-time unless otherwise stated. We will prorate part-time employment in crediting experience.
- Detailed description of job duties for each job held, accomplishments, related skills, and responsibilities to include any supervisory/managerial responsibilities and number of staff supervised (if applicable)
- Your resume must show the series and grade or equivalent for all federal positions you have held (if a federal position).
2. A complete
Assessment Questionnaire
3. Other
supporting documents to be submitted with application:
- DD214: Veterans' Preference Documentation, if applicable, a DD-214 Member 4 copy, which shows type of discharge. If still active, provide an official Statement of Service. Any other documentation such as VA letter documenting disability, SF-15, and any other required supporting documentation based your veterans' preference claim.
- SF-50: Federal applicants must submit an SF-50 (Notification of Personnel Action) that shows your most recent Promotion, Within Rate Increase (WRI/WGI), or Appointment/Conversion (if applying as a current or former Federal Employee) showing you are/were in the competitive service and the highest grade or promotion potential held. Do not use Award actions. If you are an EOP employee you may obtain a copy of your SF-50 from OPF or eOPF. If you have separated from Federal Government employment, you may obtain a copy of your SF-50 via: National Personnel Records Center, Annex, 1411 Boulder Boulevard, Valmeyer, IL, 62295; FAX (618) 935-3014; Email rm.communications@nara.gov; or visit the https://www.archives.gov/personnel-records-center/new-nprc.
- Peace Corps volunteers must submit a copy of your "Description of Service (DOS)" in lieu of the SF-50. If you do not have one you should email the Peace Corps Office of Volunteer and PSC Financial Services at certify@peacecorps.gov.
- If you are currently serving in a pay banded position, please include a copy of your pay band chart with your application.
- College transcripts (if the position has a positive education requirement, or you are qualifying on the basis of education).
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 apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below.
The complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration.
- To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
- Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
- After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
- You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account
(
https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit:
https://www.usajobs.gov/Help/how-to/application/status/.
It is applicant's responsibility to verify that information entered and uploaded, (i.e., resume, veteran's documentation, completed assessment, and SF-50's) is received and accurate. Human Resources will not modify or change any part of your application. If a document is not in legible format, applicant will not be able to view it in Application Manager which means applicant must again upload or fax the documentation by the closing date of this announcement.
Application packages will NOT be accepted via mail. Due to security processes, mail delivery takes approximately 2-3 weeks to process at which time the vacancy announcement will be closed and no further consideration will be given to additional application packages.
Click the following link to view and print the occupational questionnaire
https://apply.usastaffing.gov/ViewQuestionnaire/12654821.
Next steps
Once your online application is submitted you will receive a confirmation notification by email. Your application will be evaluated by the Human Resources Office to determine your eligibility for the position. After the evaluation is complete, you will receive another notification regarding the status of your application.
After a tentative job offer, we will conduct a security background investigation and drug screening. If the drug screening is negative and security background is cleared, then a formal job offer will be extended to candidate.