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Customer Experience Strategist

2 weeks ago

Singapore US Office of Personnel Management Full time

**Duties**:
Successful Customer Experience Strategists have dedication to mission, the ability to continually re-center on the customers we serve, and willingness to go deep into projects and then zoom out to persuade leadership on the value of this work using data, user research, and customer insights.
As a Customer Experience (CX) Strategist, GS-0301-13, your typical work assignments may include the following:

- Create design artifacts (e.g., journey maps, personas, wireframes, storyboards) to communicate customer interaction and design ideas.
- Align CX projects, programs, and strategy with the mission, vision, and strategic priorities of an organization.
- Develop plans and mechanisms for gathering qualitative and quantitative customer data.
- Conduct a range of customer experience research, such as concept testing, ethnographic research, usability testing, to understand customer touchpoints, interactions, and needs.
- Present research findings, customer feedback, and recommendations to management and stakeholders.
- Communicate CX metrics and findings through a variety of formats (e.g., insights, reports, stories, videos, and experiences) to maximize relevance and impact.
- Collaborate and co-design with a range of stakeholders (coworkers, clients, customers, consultants, etc.) helping to facilitate buy-in and engagement.
- Provide recommendations to management regarding qualitative and quantitative methods for conducting customer research and collecting customer feedback.

**Requirements**:
**Conditions of Employment**:

- Completion of one-year probationary period.
- May be covered by a bargaining unit.
- May qualify for bonuses, incentives, and/or reimbursement of relocation expenses in accordance with agency policy.
- May require financial disclosure filing.
- May require a pre-employment drug test and/or random drug testing during the period of employment.
- Must be a U.S. citizen or national.
- Promotion potential varies. May have promotion potential to higher grade levels.
- Selective service registration is required, as applicable.
- Travel and security clearance requirements vary.

**Qualifications**:

- **MINIMUM QUALIFICATIONS**:To be considered mínimally qualified for this position, you must demonstrate that you have the required specialized experience.
- **Specialized Experience for GS-13**: Must have at least one full-time year (52 weeks) of specialized experience equivalent to the GS-12 grade level in the Federal service (or comparable level of experience from outside the Federal service) performing **ALL** of the following duties:
- Leading customer experience projects that involve multidisciplinary teams and multiple research methods (e.g., qualitative and quantitative);
- Solving problems or improving processes that cross organizational boundaries (e.g., department, group) using a human-centered design approach that includes multiple phases of the design process (e.g., research, synthesis, or prototyping) and multiple stakeholders;
- Creating design artifacts (e.g., journey maps, personas, wireframes, storyboards) using an iterative process of incorporating customer perspectives to improve product or service delivery; and
- Developing and facilitating workshops or other interactive sessions using inclusive methods and practices (e.g., interviews, co-design) to build buy-in and gather experience insights among customers/stakeholders.

Experience refers to paid and unpaid experience, including volunteer work performed 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 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**:
This job does not have an education qualification requirement.

**Additional information**:
Agencies across the Federal government may participate in hiring applicants identified through this job posting. Final duty station and salary will be determined by the hiring agency.

Recruitment and/or relocation incentives may be available and will depend on the hiring agency.
- 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.

Review our 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.
- Customer Experience Measurement
- Huma