Customer Experience Strategist

Summary This position is within the Bureau of Administration, Planning, Resources, and Innovation Division, Office of Planning and Customer Experience. The incumbent in this position creatively gathers and packages compelling customer feedback, research, and other data to develop insights to support leadership decision making. The incumbent also brings together the right people and supporting culture to develop strategies and plans for achieving measurable outcomes that improve customer experience. Responsibilities Creates design artifacts (journey maps, personas, service blueprints). Conducts research with customers through interviews, focus groups, and/or surveys. Present research findings, customer feedback, and CX strategy recommendations to management and stakeholders. Develops and facilitates workshops or other interactive sessions using inclusive methods and practices (interviews, co-design) to build buy-in and gather experience insights among customers/stakeholders. Coaches teams on customer experience and design concepts, support adoption of customer-focused and service design artifacts and practices. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements described below by the closing date of this announcement. Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience with program/project management analytical and evaluative methods and techniques, both qualitative and quantitative, to accomplish complex projects or studies of broad scope and translating data into insight, strategy, and design direction. Knowledge of modern user research tools, including analytic tools for data analysis. Experience promoting and supporting a collaborative team environment to negotiate effectively to accept and implement recommendations that are service-wide in scope. Experience communicating effectively and persuasively in a variety of situations; using written and verbal communication skills with diverse audiences sufficient to organize and summarize large amounts of information and document or articulate problems, issues, outcomes, and recommendations quickly and clearly for leadership briefings. There is no substitute of education for specialized experience for the GS-13 position. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Education Education requirements do not apply to this vacancy announcement. Additional Information For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or [email protected]. If eligible, telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.