Through this shared announcement, we're hiring customer experience (CX) strategists to join us at different agencies across the Federal government to improve the way we serve the public. You must have dedication to mission, 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.
Summary
Through this shared announcement, we're hiring customer experience (CX) strategists to join us at different agencies across the Federal government to improve the way we serve the public. You must have dedication to mission, 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.
Advise management on customer experience strategy to create a culture aimed at designing Federal services around customer needs and priorities.
Gather, analyze, and report on customer experience data to support leadership decision-making.
Collaborate with a wide range of stakeholders and customers to develop, evaluate, and implement strategies for improving customer experience and achieving measurable outcomes.
Lead projects from the development and design stage through to completion in a way that builds stakeholder buy-in and support.
Utilize human-centered design practices to create positive customer outcomes while training others on the benefit of these practices for improving services and creating sustainable change.
You may qualify for reimbursement of relocation expenses in accordance with agency policy.
Must be fully vaccinated for COVID-19 by November 22, 2021 or onboarding date (see "Required Documents" section).
Must be a U.S. Citizen or National.
Selective Service Registration is required, as applicable.
Requires completion of one-year probationary period.
Some positions may require a pre-employment drug test and/or random drug testing during the period of employment.
Travel and security clearance requirements will vary depending on the position being filled.
Telework will vary based on agency and the agency's telework policy.
Remote/virtual opportunities will vary based on agency and the agency's remote/virtual work policy.
Qualifications
This announcement will close at 11:59 PM (ET) on 10/27/2021, or 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date. Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement.
MINIMUM QUALIFICATIONS: To be considered minimally qualified for this position, you must demonstrate that you have the required specialized experience for the respective grade level to which you are applying:
GS-13: Specialized Experience: 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 and 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;
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; and
Demonstrating use of customer insights to align business objectives (e.g., organizational mission, vision, priorities) with customer needs.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE DO NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your resume must support your application responses.
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
Education cannot be substituted for experience at the GS-13 grade level.
Additional information
We held a virtual information session about this job opportunity announcement. The recording link and passcode are included below:
Department of Agriculture: Farm Production and Conservation
Patent and Trademark Office: Trademarks
Department of Veterans Affairs: Veterans Experience Office
Additional agencies may participate in the future.
More information on some hiring agencies:
Consumer Financial Protection Bureau: Office of the Chief Experience Officer: We're working to support wayfinding during Benefits Open Season and pushing the thinking of the Bureau's Future of Work initiative. We're also excited to kick off an EX mapping project to inform how work is prioritized, and were just elevated to the Director's Office of Strategy, so we expect new and different opportunities around the corner.
Internal Revenue Service: Online Services: We support coordination, oversight, and analytics for products such as Tax Withholding Calculator, Online Account, and EITC Assistant. We manage product research, design, and development, collaborating with multiple stakeholder groups across the IRS to identify and prioritize new products, features, and initiatives.
Internal Revenue Service: Taxpayer Experience Office: This is an unparalleled opportunity to help revolutionize tax administration for the 253 million citizens who interact with the IRS annually. Collaborate with external stakeholders to address emerging taxpayer experience trends and other priorities, including historically underserved communities. The IRS seeks individuals with the knowledge and expertise to help improve the moments that matter most for a positive taxpayer experience.
Department of Agriculture: Farm Production and Conservation: The FPAC CX team is working with agencies across FPAC to improve farmers.gov, the one-stop site for farmers, ranchers, and foresters, by providing advisory services on research planning, customer segmentation, outreach, user feedback, and more. We're also working with the Farm Service Agency (FSA) to improve the interactions between local FSA staff and underserved producer groups through landscape and field research, and will use the findings to develop tools to help staff build trust and provide higher-quality services.
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.
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.
You will be evaluated based on your responses to an online assessment focused on critical general competencies, and structured resume review and structured interview focused on critical technical competencies. The following competencies (knowledge, skills, abilities, and other characteristics) will be evaluated:
Customer Experience Measurement
Human-Centered Design Practices
Stakeholder Engagement
Attention to Detail
Flexibility
Integrity/Honesty
Interpersonal Skills
Self-Management
Teamwork
Decision Making
Reading Comprehension
Reasoning
To be considered for this position, you must complete all required steps in the process, including the application, online assessment, resume submission, and structured interview.
Overstating your qualifications and/or experience in your application materials may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.
Online assessment: Applicants must complete the online USA Hire Competency Based Assessments measuring critical general competencies required to perform the job. Examples used in the assessment may include general situations not directly related to customer experience. Applicants submitting complete application packages and completing the online assessment will move on to the next phase of the assessment process.
Resume review: Subject matter experts (SMEs) will review your resume to determine your technical qualifications for this position based on the required specialized experience. SMEs will review ONLY three (3) pages of your resume, starting at your work experience. SMEs will not review additional information beyond your resume (e.g., links embedded in your resume will not be opened). Applicants passing the resume review will move on to the next phase of the assessment process.
Subject matter expert (SME) interview: At this phase, qualified candidates will participate in an SME interview to further assess your technical qualifications relative to the required specialized experience. Applicants passing the SME interview will be rated and ranked as described below.
Ranking and preference: Preference will be applied to applicants who move forward after the SME interviews. This is a competitive vacancy announcement advertised under Delegated Examining Authority. Selections made under this vacancy announcement will be processed as new appointments to the civil service. Current civil service employees would therefore be given new appointments to the civil service; however, benefits, time served, and all other Federal entitlements would remain the same.
If you meet the specialized experience (technical qualifications) for this position, your application will be evaluated under Category Rating and Selection procedures for placement in one of the following categories:
Best Qualified - for those who excel in the evaluation criteria
Qualified - for those who only meet the minimum qualification requirements
Selection process: Participating agencies will receive certificates listing qualified applicants eligible for selection and will begin conducting fit interviews and making offers directly to applicants. Once a job offer is extended to you by any agency at a certain grade/promotion potential and you accept, decline, or do not respond to any contact from an agency, you are not guaranteed another offer, but may receive one from another agency.
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.
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.
The following documents are required and must be submitted by 11:59 PM (ET) on 10/27/2021, or earlier since this announcement will close at 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date.
Resume which includes a list of all significant jobs held and duties performed, with dates specified in month and year, and indicates hours worked per week. If military or a civilian Federal employee, you must include your rank and/or grade. IMPORTANT NOTE: ONLY three (3) pages of your resume, starting at your work experience will be reviewed to determine your technical qualifications for this position based on the required specialized experience. Additional information beyond your resume (e.g., links to additional information) will not be reviewed.
Other Supporting Documents, if applicable, such as:
If you are a Disabled Veteran, Purple Heart Recipient, orParent or Spouse of a Disabled or Deceased Veteran, you must submit all additional proof required by the SF15, and if applicable, a completed SF15. You may request a copy of your Department of Veterans Affairs letter from www.ebenefits.va.gov or call 1-800-827-1000 to establish proof of disability.
If you are a veteran within 120 days of discharge, you must submit signed documentation from the Armed Forces certifying: 1) your expected release/retirement date from active duty, 2) your discharge will be under honorable conditions, 3) your pay grade/rank/rate at time of discharge, 4) dates of active duty service, 5) any campaign or expeditionary medals received, and 6) dated within 120 days of your separation.
If you are a Discharged, Non-Disabled Veteran, you must submit a copy of your DD-214 showing character of discharge (Member 4 copy), or other Documentation of Service and Separation under Honorable Conditions, as listed on the SF15. If you don't have your DD-214, you may request it after discharge from the National Archives.
Documentation for Interagency/Career Transition Assistance Plan consideration if you are a displaced Federal employee within the local commuting area. You must include: 1) Proof you are a displaced Federal employee, e.g., Reduction-in-Force (RIF) Separation Notice, Notice of Proposed Removal, etc.; 2) SF-50s (Notifications of Personnel Action) showing career/conditional tenure, competitive status, promotion potential, and duty location; and 3) your most recent performance appraisal. To exercise selection priority, displaced or surplus Federal employees must be rated well-qualified or above 85 on the rating criteria for this position.
Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the online USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations 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. 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 Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire. If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here.
As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 22, 2021 or before appointment or onboarding with the agency, if after November 22, 2021. The agency will provide additional information regarding what information or documentation will be needed and how you can request of the agency a legally required exception from this requirement.
Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the "Required Documents" section above. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration, or earlier since this announcement will close at 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date. The application process is as follows:
To begin the application process, click the Apply Online button.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, or earlier since this announcement will close at 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date.
After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you via email notification. The email may be routed to your "Spam" or "Junk" folder.
If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements.
Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found in your USAJOBS account under the "Track my application" link for the corresponding application.
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://usajobs.gov). There you will find a record of your application, the application status, and an option to Edit my application. This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account at https://www.usajobs.gov. On the Home page, scroll down and locate your job application. Once the job has been located, click the "Track this application" link on the right under the application date. The page will refresh to display the Agency's Application Information page where you can scroll down and review any notifications the agency has sent you. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
SME QA Staff Acquisition
601 E 12th
St #131
Kansas City, MO 64106
US
Next steps
Based on your application responses, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).
Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.
We will notify you of the outcome after each step of the recruitment process has been completed. After making tentative job offers, agencies will conduct suitability/security background investigations. Tentative timeframes are described below:
Late October 2021: Job posting opens.
Late November 2021: SME interviews.
Early December 2021: Agency fit interviews.
Late December 2021: Selections made.
Future consideration: When participating agencies complete their selections, the remaining list of qualified candidates may be shared with additional Federal agencies for 18 months. You will have an opportunity to opt-in if you would like your name, application materials, and assessment results shared to be considered for employment with additional agencies. There is no guarantee of further consideration, and you can continue to explore job opportunity announcements.
Due to COVID-19, agencies may currently be in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you may be expected to report to the duty station. At that time, you may be eligible to request to continue to telework one or more days per pay period, depending upon the terms of the agency's telework and/or remote/virtual work policy.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
The following documents are required and must be submitted by 11:59 PM (ET) on 10/27/2021, or earlier since this announcement will close at 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date.
Resume which includes a list of all significant jobs held and duties performed, with dates specified in month and year, and indicates hours worked per week. If military or a civilian Federal employee, you must include your rank and/or grade. IMPORTANT NOTE: ONLY three (3) pages of your resume, starting at your work experience will be reviewed to determine your technical qualifications for this position based on the required specialized experience. Additional information beyond your resume (e.g., links to additional information) will not be reviewed.
Other Supporting Documents, if applicable, such as:
If you are a Disabled Veteran, Purple Heart Recipient, orParent or Spouse of a Disabled or Deceased Veteran, you must submit all additional proof required by the SF15, and if applicable, a completed SF15. You may request a copy of your Department of Veterans Affairs letter from www.ebenefits.va.gov or call 1-800-827-1000 to establish proof of disability.
If you are a veteran within 120 days of discharge, you must submit signed documentation from the Armed Forces certifying: 1) your expected release/retirement date from active duty, 2) your discharge will be under honorable conditions, 3) your pay grade/rank/rate at time of discharge, 4) dates of active duty service, 5) any campaign or expeditionary medals received, and 6) dated within 120 days of your separation.
If you are a Discharged, Non-Disabled Veteran, you must submit a copy of your DD-214 showing character of discharge (Member 4 copy), or other Documentation of Service and Separation under Honorable Conditions, as listed on the SF15. If you don't have your DD-214, you may request it after discharge from the National Archives.
Documentation for Interagency/Career Transition Assistance Plan consideration if you are a displaced Federal employee within the local commuting area. You must include: 1) Proof you are a displaced Federal employee, e.g., Reduction-in-Force (RIF) Separation Notice, Notice of Proposed Removal, etc.; 2) SF-50s (Notifications of Personnel Action) showing career/conditional tenure, competitive status, promotion potential, and duty location; and 3) your most recent performance appraisal. To exercise selection priority, displaced or surplus Federal employees must be rated well-qualified or above 85 on the rating criteria for this position.
Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the online USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations 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. 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 Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire. If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here.
As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 22, 2021 or before appointment or onboarding with the agency, if after November 22, 2021. The agency will provide additional information regarding what information or documentation will be needed and how you can request of the agency a legally required exception from this requirement.
Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the "Required Documents" section above. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration, or earlier since this announcement will close at 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date. The application process is as follows:
To begin the application process, click the Apply Online button.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, or earlier since this announcement will close at 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date.
After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you via email notification. The email may be routed to your "Spam" or "Junk" folder.
If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements.
Note, set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found in your USAJOBS account under the "Track my application" link for the corresponding application.
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account (https://usajobs.gov). There you will find a record of your application, the application status, and an option to Edit my application. This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account at https://www.usajobs.gov. On the Home page, scroll down and locate your job application. Once the job has been located, click the "Track this application" link on the right under the application date. The page will refresh to display the Agency's Application Information page where you can scroll down and review any notifications the agency has sent you. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.
SME QA Staff Acquisition
601 E 12th
St #131
Kansas City, MO 64106
US
Next steps
Based on your application responses, you may be presented with instructions on how to access the USA Hire system to complete the online assessments. The online assessments must be completed within 48 hours following the close of this announcement. You will have the opportunity to request a testing accommodation for the assessment should you have a disability covered under the Americans with Disabilities Act (ADA).
Your assessment results will be kept on record for one year and used toward future positions for which you might apply that require the same assessments.
We will notify you of the outcome after each step of the recruitment process has been completed. After making tentative job offers, agencies will conduct suitability/security background investigations. Tentative timeframes are described below:
Late October 2021: Job posting opens.
Late November 2021: SME interviews.
Early December 2021: Agency fit interviews.
Late December 2021: Selections made.
Future consideration: When participating agencies complete their selections, the remaining list of qualified candidates may be shared with additional Federal agencies for 18 months. You will have an opportunity to opt-in if you would like your name, application materials, and assessment results shared to be considered for employment with additional agencies. There is no guarantee of further consideration, and you can continue to explore job opportunity announcements.
Due to COVID-19, agencies may currently be in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you may be expected to report to the duty station. At that time, you may be eligible to request to continue to telework one or more days per pay period, depending upon the terms of the agency's telework and/or remote/virtual work policy.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
