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    WHAT DOES A DIGITAL USER EXPERIENCE (UX) ANALYST DO? The UX Digital Analyst is responsible for improving, implementing and managing intuitive taxpayer experiences, which are developed by a deep understanding of User Experience (UX) and usability principles, business judgment and problem solving. You will help to improve digital services based on qualitative and quantitative assessments of user needs. Responsibilities include managing activities, resources and decisions relative to the robust taxpayer experience development and production.
    WHAT IS THE ONLINE SERVICESDIVISION: The IRS Office of Online Services was established in 2011, and is dedicated to providing and improving online (web and mobile) self-service tools to taxpayers. OLS creates high value for both the IRS and the taxpayer by continuously improving the irs.gov website and giving taxpayers "self-service" capabilities to obtain needed information and fulfill their tax obligations. The office combines online expertise, data analysis and business knowledge to conceptualize online tools and develop product roadmaps. OLS is responsible for developing handy applications such as IRS2GO (a smartphone application that lets taxpayers interact with the IRS using a mobile device) and Get Transcript (an irs.gov application that allows taxpayers to view a copy of their transcript online). Other applications include tools and calculators that help taxpayers understand and meet their tax obligations.

    2 Positions located in The Office of Online Services Division can be filled in any of the following locations: Washington, DC; Lanham, MD; Atlanta, GA; Or Boston, MA.

    Learn more about this agency


    As a Digital User Experience (UX) Analyst you will:

    • Collaborate, develop and build support and tools (technical and policy) for implementing a common user experience.
    • Develop user experience services, based upon private sector best practices and tests the success of established agency-wide standards.
    • Iteratively develop and refine the user experience program strategy, based on interaction with agencies, key stakeholders, and expertise. Keep abreast of web analytics and digital developments in private industry and bring knowledge into the Service.
    • Assist in the development of user experience design initiatives, provide consultation on policy proposals, and provide technical, policy, and programmatic guidance and recommendation to senior agency leaders.
    • Work with senior level officials across the Service in managing complex stakeholder environments to build support and consensus for IRS user experience digital strategy and goals.
    • Use Digital Analytics (quantitative and qualitative measurements of online products and websites data, in order to improve the customer experience) across component areas.
    • Conduct sophisticated research using quantitative and qualitative methods. Present findings and leads programmatic and technical decision-making based on this analysis with senior officials.
    • Define the overall goals and objectives of the user experience function or specific issues by meeting with top level managers and executives within the IRS. Provide input and recommendations to the development or changes on UX policies
    • Plan coordinate and establish operating methods and procedures for accomplishment of the UX mission. Establish a system to review, control and report on user experience development status.
    • Participate in studies, panels, and/or lead teams focusing on Servicewide policy statements and other written guidelines and recommendations governing the development or modification of user experience designs, prototypes and specifications.
    WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov.

    Travel Required

    Occasional travel - 1 to 5 Nights per Month May be Required

    Supervisory status


    Promotion Potential


    Who May Apply

    This job is open to…

    US Citizens and Nationals; no prior Federal experience is required.

    Questions? This job is open to 1 group.

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/490804300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.