Summary
This vacancy is for a Customer Experience Strategist (CX) (Public Notice Flyer) in the Economic Development Administration within the Department of Commerce.
This job is open to
- The public
U.S. Citizens, Nationals or those who owe allegiance to the U.S.
Clarification from the agency
All United States citizens, nationals, or those who owe allegiance to the United States.
Duties
The Customer Experience (CX) Strategist aligns CX strategy to EDA’s mission, vision, core values and strategic priorities and mission. Through this position, EDA will cultivate relationships with customers and strategic business partners, uphold the highest standards of integrity, ensure positive customer journeys, and brand EDA as one of the most highly regarded service providers and professional consultants.
As a Customer Experience Strategist (CX) (Public Notice Flyer), you will:
- Possess an understanding of how core functional strategic components (governance, measurement, people, technology, service design, and process) fit together and implement a systemic and holistic approach to CX efforts. Map a theory of change between administrative efforts and the desired change, including appropriate ways to measure progress. Ability to successfully communicate the impact of good design to stakeholders and leadership with a variety of professional backgrounds.
- Apply design techniques in service of positive customer outcomes, which could include deep knowledge of design thinking, service design, content design, product design, behavioral science, ethnographic research, usability research, or accessibility assessment (including 508 standards) practices. The incumbent develops service procedures, policies and standards, service level agreements and plans to meet customers’ needs and aligns with goals. Oversees and assists with the development of action plans, schedules, and milestones necessary to effectively forecast workload and strategic planning efforts. Oversees implementation of strategies to increase performance of service, products and overall customer experience.
- Monitor schedules to ensure acceptable service levels and completion of mission requirements. Produces and/or reviews reports and data visualizations that include categorization of customer inquiries to track trend patterns and identify opportunities for improvement. Determines causes of unfavorable trends and develops corrective actions. Ensures processes reflect a proactive approach to reduce, eliminate, automate, replace, or simplify the number of daily tasks and efforts EDA staff and/or program managers must manage, focusing on nonvalue-added administrative tasks. Oversees and ensures customer data are accurately entered into automated systems and databases.
This Job Opportunity Announcement may be used to fill other Customer Experience Strategist (CX) (Public Notice Flyer) GS-0301-9/11/12/13 FPL: 13 positions within the Economic Development Administration in the same geographical location with the same qualifications and specialized experience.
Requirements
Conditions of Employment
- You must be a U.S. citizen to apply for this position.
- You must successfully pass a background investigation. This may include a credit check, a review of financial issues, as well as certain criminal offenses and illegal use of possession of drugs.
- A trial period may be required.
- Selective Service: Males born after 12/31/59 must be registered or exempt from Selective Service (see https://www.sss.gov/)
- 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.
- All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choosing.
- Drug Test Required: No
- License required: No
- Pre-employment physical required: No
- Bargaining Unit Position: Yes
- Confidential Financial Disclosure Report (OGE form 450): No
- Permanent Change of Duty Station (PCS) Expense: Will not be paid
Qualifications
Qualification requirements in the vacancy announcements are based on the U.S. Office of Personnel Management (OPM) Qualification Standards Handbook, which contains federal qualification standards. This handbook is available on the Office of Personnel Management’s website located at: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/
Applicants must possess one year of specialized experience equivalent in difficulty and responsibility to the next lower grade level in the Federal Service. Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills and abilities to successfully perform the duties of the position. This experience need not have been in the federal government.
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.
To qualify at the GS-09 level:
SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-07 in the Federal service. Specialized experience is defined as experience:
- With customer support and monitoring schedules
-OR-
EDUCATION: Master’s or equivalent graduate degree such as LL.B or J.D. in a course of study that’s directly related. -OR-
COMBINATION: Equivalent combination of education and experience.
To qualify at the GS-11 level:
SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-09 in the Federal service. Specialized experience is defined as experience:
- With customer support, monitoring schedules and collecting data
-OR-
EDUCATION: Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree, or LL.M., if related. –OR-
COMBINATION: Equivalent combination of education and experience.
To qualify for the GS-12 level:
SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-011 in the Federal service. Specialized experience is defined as experience:
- With customer support, monitoring schedules, collecting data, and analyzing data to identify trends.
To qualify at the GS-13 level:
SPECIALIZED EXPERIENCE: You must possess one full year (52 weeks) of specialized experience equivalent to the GS-12 in the Federal service. Specialized experience is defined as experience:
- Analyzing data to identify trends and present findings
- Developing service procedures, policies, standards, and service level agreements to meet customers’ needs that align with agency goals
- Developing action plans, schedules and milestones
Education
There is no positive education requirement for this position.
Additional information
Background Investigation: This position is designated as Non-sensitive/Low Risk and requires that a background investigation be conducted and favorably adjudicated in order to establish security eligibility. Please note this position is being filled under the Consolidated Appropriations Act, 2023’s Hiring Authority as an employee under the Excepted Service for a period not-to-exceed two (2) years.
Please submit a detailed resume (federal government format) and cover letter to EDACareer@eda.gov. The subject line of the email should specify:
- That this is a Tech Hub position;
- title of position;
- geographic location of the employment opportunity (i.e., Atlanta Regional Office; Austin Regional Office; Chicago Regional Office, Denver Reginal Office; Philadelphia Regional Office; Seattle Regional Office; Washington DC Office).
Veterans’ preference is not applicable to this position.
Please DO NOT put your SSN on pages within your application package. Privacy Act – Privacy Act Notice (PL 93-579): The information requested here is used to determine qualifications for employment and is authorized under Title 5 U.S.C. 3302 and 3361.
Signature: Before you are hired, you will be required to sign and certify the accuracy of the information in your application.
- 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.
See ‘Qualifications’ Section.
The competencies/knowledge, skills and abilities needed to perform this job are:
- Customer Service
- Written Communication
- Financial Management
- Oral Communication
- Organizational Awareness
- 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.
- Required Documents
As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have – whether you’re a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you’re eligible under their policies.
See ‘How to Apply’ Section.
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
INSTRUCTIONS FOR SUBMITTING RESUMES AND SUPPORTING DOCUMENTATION
All resumes and supporting documentation should be submitted to: EDACAREER@EDA.GOV and include work experience in month/year format (MM/YYYY), reflecting starting date and ending date, and include the number of hours worked per week. You must submit college transcripts, as applicable.
Please submit a detailed resume (federal government format) and cover letter to EDACareer@eda.gov. The subject line of the email should specify:
- That this is a Tech Hub position;
- title of position – Customer Experience Strategist (CX)
- geographic location of the employment opportunity – Washington, D.C.
Administrative positions are located in EDA Headquarters, Washington, DC. For Administrative positions that are not listed below (i.e. human resources, policy, procurement, etc.), subject line of the email should read as: Administrative (enter respective function, i.e. policy).
How to write a federal resume: https://www.indeed.com/career-advice/resumes-cover-letters/how-to-write-a-federal-resume
Agency contact information
Kimberly Trimble
Phone
202-697-2874
Email
ktrimble@eda.gov
Address
Economic Development Administration 1401 Constitution Ave NW Washington, DC 20230 US
Next steps
Once your application is received we will conduct an evaluation of your qualifications and determine your eligibility. You will only be contacted if you are found eligible and if you are selected for an interview. Otherwise, you will be notified at the conclusion of the final selection(s).
Applying to this announcement certifies that you give permission for EDA to share your application with others in EDA for similar positions.
- Fair and Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Equal Employment Opportunity (EEO) Policy
- Reasonable accommodation policy
- Financial suitability
- Selective Service
- New employee probationary period
- Signature and false statements
- Privacy Act
- Social security number request
Required Documents
See ‘How to Apply’ Section.
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
INSTRUCTIONS FOR SUBMITTING RESUMES AND SUPPORTING DOCUMENTATION
All resumes and supporting documentation should be submitted to: EDACAREER@EDA.GOV and include work experience in month/year format (MM/YYYY), reflecting starting date and ending date, and include the number of hours worked per week. You must submit college transcripts, as applicable.
Please submit a detailed resume (federal government format) and cover letter to EDACareer@eda.gov. The subject line of the email should specify:
- That this is a Tech Hub position;
- title of position – Customer Experience Strategist (CX)
- geographic location of the employment opportunity – Washington, D.C.
Administrative positions are located in EDA Headquarters, Washington, DC. For Administrative positions that are not listed below (i.e. human resources, policy, procurement, etc.), subject line of the email should read as: Administrative (enter respective function, i.e. policy).
How to write a federal resume: https://www.indeed.com/career-advice/resumes-cover-letters/how-to-write-a-federal-resume
Agency contact information
Kimberly Trimble
Phone
202-697-2874
ktrimble@eda.gov
Address
Economic Development Administration 1401 Constitution Ave NW Washington, DC 20230 US
Next steps
Once your application is received we will conduct an evaluation of your qualifications and determine your eligibility. You will only be contacted if you are found eligible and if you are selected for an interview. Otherwise, you will be notified at the conclusion of the final selection(s).
Applying to this announcement certifies that you give permission for EDA to share your application with others in EDA for similar positions.
Fair & Transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Equal Employment Opportunity (EEO) Policy
- Reasonable accommodation policy
- Financial suitability
- Selective Service
- New employee probationary period
- Signature and false statements
- Privacy Act
- Social security number request