Customer Experience Strategist

Major Duties (Job Description)

• HUD's Mission The mission of the U.S. Department of Housing and Urban Development is to foster strong communities by supporting access to quality, affordable housing, expanding the housing supply, and unlocking homeownership opportunities for the American people. The Department is committed to furthering the promise of self-sufficiency in every American while promoting economic development to revitalize rural, tribal, and urban communities across the country. This position is located in the Department of Housing and Urban Development (HUD), Office of the Chief Information Officer (OCIO), Business Management and Operations. The mission of the Business and Management Office is to enable delivery of HUD programs, services, and management processes by providing high-quality information, technology solutions, and services. As a Customer Experience Strategist, you will: Develop and refine knowledge management governance standards, procedures, and performance measurement methods used to and improve the effectiveness, consistency, and of contact center operations and service delivery across programs and channels. Support and improve workflows across voice, email, chat, messaging, and in-person channels. Translate data into actionable recommendations to enhance service delivery; present findings to management and stakeholders and negotiate with leadership to gain acceptance and implementation of solutions addressing complex, cross-cutting operational and customer experience challenges. Support skill development in knowledge management and CX best practices.

Qualification Summary

You must meet the following requirements within 30 days of the closing date of this announcement. Specialized Experience: For the GS-13 grade level, you must have one year (52 full weeks) of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized Experience for this position includes: Experience analyzing Contact Center performance data, customer feedback, and service metrics to identify trends, improve customer satisfaction, and recommend operational improvements; AND Experience developing and implementing customer experience strategies, knowledge management governance, standard operating procedures, or service enhancements that improved the quality, efficiency, and consistency Of customer interactions across multiple service channels; AND Experience collaborating with managers, stakeholders, and cross-functional teams to evaluate customer service programs, resolve customer issues, and support continuous improvement initiatives that enhanced contact center performance and customer engagement. The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your resume. Time-in-Grade: In addition to the above requirements, you must meet the following time-in-grade requirement, if applicable: For the GS-13 you must have been at the GS-12 level for 52 weeks. Time After Competitive Appointment: Candidates who are current Federal employees serving on a non-temporary competitive appointment must have served at least three months in that appointment. To claim Veteran's Preference on your application: Submit member copy 4 of your DD-214 or other (certificate of release or discharge from active duty) or notice form. Those applying for 10-point preference must fill out the SF-15 and provide an official document dated 1991 or later, from the department of veterans affairs or from a branch of the armed forces, and/or any other associated documentation based on your preference. 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. For more information on veterans' preference see Feds Hire Vets CURRENT OR FORMER POLITICAL SCHEDULE A, SCHEDULE C, NON-CAREER SES OR PRESIDENTIAL APPOINTEE EMPLOYEES: Submit a copy of your applicable SF-50, along with a statement that provides the following information regarding your most recent political appointment: Position title; Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee); Agency; and Beginning and ending dates of appointment.