CUSTOMER EXPERIENCE STRATEGIST

Summary This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications (OC), Web and Emerging Technologies Group, Division of Web Experience. As a CUSTOMER EXPERIENCE STRATEGIST, GS-0301-13, you will support continuous improvement for CMS's public-facing websites as a WETG customer experience strategist, working to improve usability and user experience while driving user adoption and engagement. . Responsibilities Produces user requirements specifications and experience, goals, personas, storyboards, scenarios, flowcharts, design prototypes, and design specifications. Participates in research activities, derives insights, generates concepts, communicate those concepts visually, and work with developers and product teams to build and test them. Produces wire frames (low and high fidelity), prototypes, user requirements analysis, task analysis, conceptual modeling, information architecture, interaction design, and usability testing. Collaborates with visual designers and development teams, business owners and other CMS staff to ensure that customer goals are met and design specifications are delivered. Requirements Conditions of Employment Qualifications ALL QUALIFICATION REQUIREMENTS MUST BE MET WITHIN 30 DAYS OF THE CLOSING DATE OF THIS ANNOUNCEMENT. Your resume (limited to no more than 2 pages) 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 being considered further. In order to qualify for the GS-13 , you must meet the following: You must demonstrate in your resume at least one year (52 weeks) of qualifying specialized experience equivalent to the GS-12 grade level in the Federal government, obtained in either the private or public sector, to include: Creating innovative approaches to usability and customer experience for CMS public websites to solve problems that are visible and complex; Advocating user-centered design approaches that include user research methodologies, user experience design, rapid prototyping, usability testing, and design operations for enterprise efficiencies, program policy, implementation, and guidance; AND Applying project management techniques at the program level for web products by coordinating with visual and content designers, developers, and product managers to achieve a strategic vision through the discovery and design phases of the development lifecycle. 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. Time-in-Grade: To be eligible, current Federal employees must have served at least 52 weeks (one year) at the next lower grade level from the position/grade level(s) to which they are applying. Click the following link to view the occupational questionnaire: Education Additional Information Bargaining Unit Position: Yes Tour of Duty: Flexible Recruitment Incentive: Not Required Relocation Incentive: Not Required Financial Disclosure: Not Required Workplace Flexibility at CMS: This position has a regular and recurring reporting requirement to the CMS office listed in this announcement. CMS offers flexible working arrangements and allows employees the opportunity to participate in alternative work schedules at the manager's discretion. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced federal employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit the required documentation and be rated well-qualified for this vacancy. Click here for a detailed description of the required supporting documents. A well-qualified applicant is one whose knowledge, skills and abilities clearly exceed the minimum qualification requirements of the position. Additional information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at