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    Duties

    Summary

    This position is located with US Department of Agriculture (USDA), Farm Production and Conservation (FPAC) Mission Area Business Center, Customer Experience Division located in Washington DC. The Officer works directly with senior leadership to create and sustain a strong, customer-centric culture, with ownership and accountability across all levels of FPAC.

    Duty location and salary to be determined upon selection.

    Learn more about this agency

    Responsibilities

    • Collaborates with the Division Director, Deputy Chief Operating Officers, agency heads, Customer Experience champions, and officials in planning, implementing, monitoring, and evaluating customer experience activities and programs.
    • Provides expert analysis and advice on matters, issues, and questions pertaining to the practice of designing and reacting to customer interactions to meet or exceed customer expectations and thus increase customer loyalty and advocacy.
    • Engages agencies and a broad range of staff have the right tools to improve customer understanding and to ensure the organization is making business decisions around customer needs.
    • Serves as the voice of the customer and as an agent of change, working across FPAC agencies to prioritize initiatives that reduce any pain points the customer encounters.
    • Collaborates on implementing an FPAC-wide customer relationship management technology strategy and operating principles.
    • Uses technical leadership, outstanding creativity, and exceptional judgment to develop, define, and modify research and/or programmatic objectives, devising innovative ways to solve problems of major importance to FPAC.
    • Leads cross-agency discussions and projects that address customer best practices and areas for improvement.

    Travel Required

    Occasional travel - You may be expected to travel for this position.

    Supervisory status

    No

    Promotion Potential

    15

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    Requirements

    Conditions Of Employment

    • You must be a US Citizen or US National.
    • Males born after 12/31/1959 must be Selective Service registered or exempt.
    • Subject to satisfactory adjudication of background investigation and/or fingerprint check.
    • Successful completion of one year probationary period, unless previously served.
    • Direct Deposit: Per Public Law 104-134 all Federal employees are required to have federal payments made by direct deposit to their financial institution.
    • Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit https://www.e-verify.gov/.
    • Subject to annual financial disclosure

    Qualifications

    Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below.

    For the GS-15 level: Applicants must have one year of specialized experience (equivalent to the GS-14 level) that demonstrates experience developing or implementing an organization's customer engagement activities, or large components of those activities, including: Designing/developing and deploying customer relationship management technology strategies, or similar approaches that involve key tenets of customer experience: measurement, governance and strategy, culture and organization, customer understanding, and service design; and managing the collection, integration, and analysis of qualitative and quantitative data, such as for an organizational dashboard or an organization's evaluation function, that involve one or more of the five key tenets of customer experience as described above.

    Time in grade: Applicants must have one year of specialized experience at the next lower grade to be considered for the next higher grade (e.g. one year at the GS-14 grade level for consideration for the GS-15 grade level.).

    For more information on the qualifications for this position, click here: http://www.opm.dov/qualifications/Standards/droup-stds/qs-admin.asp

    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 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

    Note: There is no education substitution for this grade level.

    Additional information

    • Career Transition Assistance Plan (CTAP), Reemployment Priority List (RPL), or Interagency Career Transition Assistance Plan (ICTAP): Visit the OPM website for information on how to apply as a CTAP, RPL, or ICTAP eligible. To exercise selection priority for this vacancy, CTAP/RPL/ICTAP candidates must meet the basic eligibility requirements and all selective factors. CTAP/ICTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. When assessed through a score-based category rating method, CTAP/ICTAP applicants must receive a rating of at least 85 out of a possible 100.
    • Veterans who are preference eligible or who have been separated from the armed forces under honorable conditions after three years or more of continuous active service are eligible for consideration under the Veteran's Employment Opportunity Act (VEOA).
    • Farm Service Agency (FSA) County Employees: Permanent County employees without prior Federal tenure who are selected for a Civil Service position under Public Law 105-277 will be given a career-conditional appointment and must serve a 1-year probationary period.
    • For more information on applying under special hiring authorities such as the Veteran's Recruitment Act (VRA), 30 percent disabled veterans, certain military spouses, Schedule A Disabled, etc., explore the different Hiring Paths on the USAJOBS website.
    • Land Management Workforce Flexibility Act (LMWFA) provides current or former temporary or term employees of federal land management agencies opportunity to compete for permanent competitive service positions. Individuals must have more than 24 months of service without a break between appointments of two or more years. Service must be in the competitive service and have been at a successful level of performance or better. Refer to PUBLIC LAW 114-47-AUG. 7, 2015 for more information.
    • This position is being concurrently announced under Delegated Examining Announcement Number FPAC-19-0001-CED-DE-PBP. This announcement is open to all qualified candidates. Applying to both announcements may expand the possibilities of consideration since different referral criteria apply to each type of announcement. See the above announcement for more information.

    How You Will Be Evaluated

    You will be evaluated based on your qualifications for this position as evidenced by the experience, education, and training you described in your application package, as well as the responses to the Assessment Questionnaire to determine the degree to which you possess the knowledge, skills, abilities and competencies listed below:

    • Client Engagement/Change Management
    • Problem Solving
    • Project Management
    • Technical Competence
    Your application, including the online Assessment Questionnaire, will be reviewed to determine if you meet (a) minimum qualification requirements and (b) the resume supports the answers provided to the job-specific questions. Your resume must clearly support your responses to all the questions addressing experience and education relevant to this position. Applicants who meet the minimum qualification requirements and are determined to be among the best qualified candidates will be referred to the hiring manager for consideration. Noncompetitive candidates and applicants under some special hiring authorities need only meet minimum qualifications to be referred.

    Note: If after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your score may be adjusted to more accurately reflect your abilities, or you may be found ineligible. Please follow all instructions carefully. Errors or omissions may affect your rating. Providing inaccurate information on Federal documents could be grounds for non-selection or disciplinary action up to including removal from the Federal service.

    Background checks and security clearance

    Security clearance

    Other

    Drug test required

    No

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    Required Documents

    The following documents are required for your applicant package to be complete. Our office cannot be responsible for incompatible software, your system failure, etc. Encrypted documents will not be accepted. Failure to submit required, legible documents may result in loss of consideration.

    • Resume that includes: 1) personal information such as name, address, contact information; 2) education; 3) detailed work experience related to this position as described in the major duties including work schedule, hours worked per week, dates of employment; title, series, grade (if applicable); 4) other qualifications.
    • Current and former Federal employees:
      • Most recent non-award Notification of Personnel Action (SF-50) showing you are/were in the competitive service, highest grade held (or promotion potential) on a permanent basis, position title, series and grade AND
      • Most recent performance appraisal (dated within 18 months) showing the official rating of record, signed by a supervisor, or statement why the performance appraisal is unavailable. A performance plan is not an acceptable substitute.
    • Current permanent FSA County employees must submit your most recent non-award Notification of Personnel Action (SF-50) showing your highest grade (or promotion potential) held on a permanent basis, position title, series and grade AND most recent performance appraisal (dated within 18 months) per above.
    • Veteran Hiring Authorities: VEOA: DD214, Certificate of Release from Active Duty, that shows dates of service and discharge under honorable conditions. If currently on active duty you must submit a certification of expected discharge or release from active duty service under honorable conditions not later than 120 days after the date the certification is submitted. Veteran's preference must be verified prior to appointment.
    • If claiming 10-point veteran's preference you must provide the DD214 or certification requirements (see above bullet), plus the proof of entitlement of this preference as listed on the SF-15 Application for 10-point Veterans' Preference. The SF-15 should be included but is not required. Failure to submit these documents could result in the determination that there is insufficient documentation to support your claim for 10-point preference.
    • Land Management Workforce Flexibility Act: Copies of Notification of Personnel Action(s) (SF-50) showing the employee served in eligible appointment(s) for a period(s) of more than 24 mos w/o a break between appointments of two+ years. Include initial hire actions, extensions, conversions and separation SF-50s for each period. Submit performance rating(s) showing acceptable performance for each period counted towards eligibility signed by supervisor(s). If documentation does not exist for one or more periods, submit a statement from supervisor(s) indicating acceptable performance. Applicants who do not have performance documentation for any period shall provide a reason why the documentation is not available and statement that performance for all periods was at an acceptable level.
    • Surplus or displaced employees eligible for CTAP, RPL, or ICTAP priority must provide: proof of eligibility (RIF separation notice, notice of proposed removal for declining a transfer of function or directed reassignment to another commuting area, notice of disability annuity termination), SF-50 documenting separation (as applicable), and your most recent SF-50 noting position, grade level, and duty location with your application per 5 CFR 330.

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    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.

    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.

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    How to Apply

    Please read the entire announcement and all instructions before you begin. You must complete this application process and submit all required documents electronically by 11:59p.m. Eastern Time (ET) on the closing date of this announcement.

    Applying online is highly encouraged. We are available to assist you during business hours (normally 8:00a.m. - 4:00p.m., Monday - Friday). If applying online poses a hardship, contact the Agency Contact listed below well before the closing date for an alternate method. All hardship application packages must be complete and submitted no later than noon ET on the closing date of the announcement to be entered into the system prior to its closing.

    This agency provides reasonable accommodation to applicants with disabilities on a case-by-case basis; contact the Agency Contact to request this.

    To begin, click "Apply Online" and follow the instructions to complete the Assessment Questionnaire and attach your resume and all required documents.

    NOTE: If a document is resubmitted, it replaces the previous submission, which means the previous document is no longer available to the Human Resources Office. If you are adding to, rather than replacing a previous submission, you must upload both the old document and the new document. You must verify that uploaded documents from USAJOBs transfer into the Agency's staffing system as there is a limitation to the number of documents that can be transferred. However, once in the Agency's staffing system, you will have the opportunity to upload additional documents. Applicants may combine all like required documents (e.g. SF-50s or veteran docs) into one or more files and scan for uploading into the application. Each file must not exceed 3MB. Grouping like documents into files will simplify the application process. Documents must be in one of the following formats: GIF, JPEG, JPG, PDF, PNG, RTF, or Word (DOC or DOCX). Uploaded documents may not require a password, digital signature, or other encryption to open.

    Agency contact information

    Penney Park

    Address

    Farm Production and Conservation Business Center
    1400 Independence Ave SW
    Washington, DC 20250
    US
    Learn more about this agency

    The Farm Production and Conservation (FPAC) Mission Area and its component agencies are USDA's focal point for the nation's farmers, ranchers, and forest landowners for crop insurance, conservation programs and technical assistance and credit, commodity, and disaster programs.

    Next steps

    Your application will be reviewed to verify that you meet the eligibility and qualification requirements for the position prior to issuing referral lists to the selecting official. If further evaluation or interviews are required, you will be contacted. Log in to your USAJOBS account to check your application status.

    Multiple positions may be filled from this announcement.

Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change in the workplace or the way things are customarily done that provides an equal employment opportunity to an individual with a disability. Under the Rehabilitation Act of 1973 the Equal Employment Opportunity Commission (EEOC) must provide reasonable accommodations:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

Legal and regulatory guidance

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/524458200. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.