Supervisory Customer Experience Strategist Job in Washington, DC

Vacancy No. DE-12560050-24-BS Department Office of Management and Budget
Salary $163,964.00 to $191,900.00 Grade 15 to 15
Perm/Temp Permanent FT/PT Full-time
Open Date 11/4/2024 Close Date 11/18/2024
Job Link Apply Online Who may apply Public
Locations:
Washington, DC


Summary

The Office of Management and Budget (OMB), Office of Performance and Personnel Management (PPM) is a component within the Executive Office of the President that helps Federal departments and agencies implement the commitments and priorities of the President.

The incumbent will serve as the Director of Federal Customer Experience leading implementation of the Administration's efforts to improve customer experience and service delivery.

Duties

As a Supervisory Customer Experience Strategist, GS-0301-15, your typical work assignments may include the following:

  • Leads Customer Experience policy and execution across the Federal enterprise, making recommendations to OMB and EOP senior leadership, building a cross-agency Customer Experience community, and guiding the work of this community through overarching policies, convenings, and other tools.
  • Develops and recommends strategies to improve the value and effectiveness of management systems, field administration, program operations, mid-range and strategic planning, and program evaluation.
  • Regularly updates government-wide customer experience policy frameworks based on leading practices and agency feedback.
  • Analyzes government-wide customer experience performance, risks, and opportunities.
  • Builds relationships needed to work within OMB and EOP, across agencies, and with other key stakeholders.
  • Prepares and presents justifications for organization structure, manpower, budgetary, and personnel requirements to accomplish assigned mission and functions.

Requirements

Conditions of Employment

  • You must be a U.S. citizen to apply for this position.
  • You must successfully pass a background investigation.
  • Selective Service registration required, if applicable.
  • You must be able to obtain and hold a Top Secret security clearance.
  • Employees who are initially appointed to supervisory positions must serve a supervisory probationary period for one year.
  • You must submit to a drug test and receive a negative test result prior to appointment to this position. After appointment, you may be subject to periodic random drug testing.
  • Relocation expenses are not authorized. Other recruitment incentives may be authorized.
  • This position has been excluded from bargaining unit representation under the national security provision of 5 U.S.C. § 7112(B)(6).
  • All employees are required to participate in Direct Deposit/ Electronic Funds Transfer for salary payments.
  • Applying to this announcement certifies that you give permission for EOP to share your application with others in EOP for similar positions.
  • Any offers of employment made pursuant to this announcement will be consistent with all applicable authorities, including Presidential Memoranda, Executive Orders, interpretive U.S. Office of Management and Budget (OMB) and U.S. Office of Personnel Management (OPM) guidance, and Office of Management and Budget plans and policies concerning hiring. These authorities are subject to change.
  • More than one selection may be made from this announcement.
  • Appointments are subject to the availability of funds.
  • You are required to submit a Financial Disclosure Statement, OGE-450, (5CFR Part 2634, Subpart I USOGE, 6/08). Executive Branch Personnel Confidential Financial Disclosure Report upon entering the position, as well as annually.

Qualifications

In order to qualify for the Supervisory Customer Experience Strategist position, you must meet the following minimum qualifications:

FOR THE GS-15 LEVEL:

Specialized Experience: Applicants must have at least one or more full-time years (12-months) of specialized work experience, equivalent to at least the GS-14 grade level in the Federal service, performing ALL of the following duties:
  • Developing and leading customer experience strategies to align with priorities and improve service delivery;
  • Implementing customer experience frameworks that emphasize data-driven decision-making, user-centric design, and measurable improvements in customer satisfaction;
  • Collaborating with senior executive level leadership to establish and execute customer experience initiatives;
  • Engaging various levels of stakeholders to promote customer experience initiatives that address an organization's mission delivery and needs;
  • Utilizing analytics and metrics to drive customer experience enhancements and operational efficiencies; and
  • Communicating the impact of customer experience enhancements to internal and external stakeholders.
(Your resume must explicitly indicate how you meet this requirement, otherwise you will be found ineligible.)

NOTE: Applicants must submit a copy of their transcripts for verification.

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.

National Service Experience (i.e., volunteer experience): 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.

Current or Former Political Appointees: 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.

MINIMUM QUALIFICATION REQUIREMENTS: All applicants must meet the qualification requirements outlined above 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.

Education

This job does not have an education qualification requirement.

Additional information

If you are a veteran with preference eligibility and are claiming 5-points veterans' preference, you must submit a copy of your DD-214 or other proof of eligibility. If you are claiming 10-point veterans' preference, you must also submit an SF-15, "Application for 10-Point Veterans' Preference" plus the proof required by that form. For more information on veterans' preference visit: https://www.usajobs.gov/Veterans.

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 you submit your application. This must indicate your dates of service, your rank, and confirm that you will be separated under honorable conditions.

Males born after 12-31-59 must be registered or exempt from Selective Service (see https://www.sss.gov/RegVer/wfRegistration.aspx).

Career Transition Assistance Programs: These programs apply to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed. To receive selection priority for this position, you must: (1) meet CTAP or ICTAP eligibility criteria; (2) be rated well-qualified for the position with a score of 85 or above; and, (3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. For more information visit: http://www.opm.gov/rif/employee_guides/career_transition.asp.

Employment Information Resources - Resource Center: https://help.usajobs.gov/index.php/Main_Page

Applicants are strongly encouraged to apply online if at all possible. Applying online, through your USAJOBS account, will expedite the application process and allow you to check your application status as well as verify the documentation submitted with your application. If you utilize the Alternate Application method, your USAJOBS account will not display this application and you will not receive status updates.

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.

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 résumé and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are minimally qualified, your résumé 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 qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):

Administration and Management, Manages and Organizes Information, Partnering, and Strategic Thinking

Category Rating Procedures: If you meet the minimum qualifications, you will be placed in one of the following categories: Highly-Qualified, Well-Qualified, or Qualified.

Resume review: Subject matter experts (SMEs) will review your resume to determine your qualifications for this position based on the required specialized experience. Your resume should demonstrate how you meet all aspects of the specialized experience statement. SMEs will not review additional information beyond your resume (e.g., links embedded in your resume will not be opened).

Veterans: Pending the outcome of the SME review, 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 www.fedshirevets.gov.

If you are determined qualified, you may be referred to the hiring manager for consideration and may be called for an interview. Preview the Assessment Questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12560050.

Interagency/Career Transition Assistance Program (I/CTAP) Eligibles: If you have never worked for the federal government, you are not I/CTAP eligible. View information about I/CTAP eligibility on OPM's Career Transition Resources website. To be considered well qualified under I/CTAP, you must be rated at a minimum score of 85 for this position. 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 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)
2. A complete Assessment Questionnaire

3. Other supporting documents to be submitted with application, if applicable:
  • 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.
  • Career Transition Assistant Program/Interagency Career Transition Assistance Program Documentation, if applicable (e.g. Certification of Expected Separation, Reduction-In-Force Separation Notice, or Notice of Proposed Removal; SF-50 that documents the RIF separation action; and most recent performance appraisal.)

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 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.

If you are unable to apply online, please contact the MidWest Services Branch. You must submit a complete application by the close of the announcement.

To preview the Application Questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12560050.

Agency contact information

MidWest Services Branch
Address
Office of Management and Budget
725 17th Street, NW
Washington, DC 20503
US
Learn more about this agency

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.


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


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