Trademark Customer Experience Specialist

Summary This position is located in the Office of the Commissioner for Trademarks, Office of the Deputy Commissioner for Trademark Examination Policy. The Office of the Commissioner for Trademarks (TM) provides leadership and strategic direction for all aspects of the USPTO's trademark operations while also providing guidance on the policies for how trademark applications are examined and reviews examining attorneys' consistency with that guidance. Responsibilities The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year. This amazing opportunity is the ideal next career step for you if: You are passionate about leading customer experience projects to solve problems and improve processes using a human-centered design approach. You are eager to collaborate with internal and external stakeholders using human-centered design facilitation methods and practices (e.g., interviews, workshops, interactive sessions) to build buy-in and gather customer experience insights. You are excited to provide support to the Customer Experience (CX) Administrator by engaging agency's internal organization to improve the understanding of customer needs and drive customer-focused business decisions. You are able to participate in the designs of internal programs and services to achieve a positive customer experience. You are motivated to incorporate the voice of the customer across internal initiatives to create a persistent focus on the customer in all actions the agency undertakes, including service delivery, product design, communications, training, and events. Requirements Conditions of Employment Qualifications You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at OPM Website. Miscellaneous Administration and Program Series, 0301 Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-12. Specialized experience for this position includes: Experience leading customer experience projects that involve multidisciplinary teams and multiple research methods (e.g., qualitative and quantitative). Experience providing direction and review to a contractor in developing the design artifacts (e.g., journey maps, personas, wireframes, storyboards) using an iterative process of customer feedback and stakeholder engagement. Experience collecting, analyzing, and managing customer experience data to identify ways to improve internal workflows and external experience receiving services. 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 Education may not be substituted for specialized experience at this grade level. Additional Information Time-in-grade/band requirements must be met by the closing date of the announcement unless eligible for special hiring authority, reinstatement eligible, non-current Federal employee applying as a VEOA eligible which do not require time-in-grade/band. If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information. This is a Bargaining Unit position and represented by The National Treasury Employees Union, Chapter 243 (NTEU 243). This is a Public Trust position and has a risk level designation of "Moderate". Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation. The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice. Relocation Expenses are not authorized and will not be paid. CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: OPM CTAP/ICTAP. CTAP/ICTAP documentation requirements are listed in the 'Required Documents' section of this announcement. More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued. All application materials become the property of the United States Patent and Trademark Office. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.