CXM establishes and leads key efforts to expand and implement the customer experience vision of the CAO Strategic Plan, create standards, and craft a roadmap for the governance and improvement of all CAO services.
Summary
CXM establishes and leads key efforts to expand and implement the customer experience vision of the CAO Strategic Plan, create standards, and craft a roadmap for the governance and improvement of all CAO services.
The Office of the Chief Administrative Officer (CAO) provides operations support services & business solutions to the community of 10,000 House Members, Officers & staff. The CAO organization comprises more than 650 technical & administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, childcare, food & vending, procurement, logistics & administrative counsel.
This position is in Customer Experience Management (CXM), within the Customer Experience Center (CEC), Office of the Chief Administrative Officer (CAO), U.S. House of Representatives (House).
CXM establishes and leads key efforts to expand and implement the customer experience vision of the CAO Strategic Plan, create standards, and craft a roadmap for the governance and improvement of all CAO services. CXM provides oversight and guidelines for customer experience across services and online service portals. The House intranet (“HouseNet”) serves as the online service hub and starting point for all customer service interactions. This position serves as the HouseNet Product Manager and key resource in a coalescing HouseNet Program Office.
Key responsibilities include hands-on management of website and cross-functional team to deliver an ever-evolving HouseNet focused on: centralizing customer facing service systems and service information; recommending and using agile methodologies and modern software development practices; establishing modern user research and product practices; and sharing project status and future plans with stakeholders.
Grade level at time of appointment is determined by experience and designated level of responsibility. The position may have day-to-day managerial responsibilities.
Primary Duties/Responsibilities:
• Establish collaborative vision, product strategy, and roadmap for continued development of the House Intranet (HouseNet) as the primary channel for accessing CAO services.
• Engage with various levels of stakeholders to ensure a shared understanding of product objectives, goals, and metrics.
• Innovate and run feedback collection mechanisms such as focus groups and surveys from various sources (customers, service providers, CAO leadership, and House partners).
• Collate and prioritize feedback collected for continuous product backlog activity and/or larger roadmap projects.
• Institute an agile development team process to create and address product backlog and roadmap.
• Identify and proactively monitor product bugs and backlog progress.
• Lead an assembling cross-functional team of content contributors, content editors, front-end developers/designers, and engineers to ensure the right product is continuously evolving to meet customer expectations.
• Work with the team to set and meet quality standards for product extensions (e.g., design system, content style guide, accessibility).
• Use evidence (user feedback, research, analytics, and other metrics) to make product decisions, ask “why” a lot.
• Performs other official duties and special projects as assigned.
• Minimum of 10 years of work experience in user experience design, customer experience, web design/development, digital product management, or similar online service systems required.
• Experience implementing and/or managing a major, customer facing web product as the storefront for product or service delivery.
• Hands-on experience using Content Management Systems (CMS) to maintain large online systems or websites.
• Experience implementing responsive design and/or mobile solutions for digital products.
• Experience providing project management support for strategic and enterprise online technology projects.
• Experience with implementing Agile principles, methodologies, and practices.
• Experience communicating product vision, roadmaps, and challenges to non-technical stakeholders.
• Bachelor's degree or equivalent work experience.
Knowledge, Skill, and Ability (KSA) and Competency Requirements:
• Ability to manage a large enterprise system, website, or intranet as a product.
• Ability to lead information technology projects or agile development team.
• Knowledge of varied development methodologies including Agile.
• Working knowledge of related IT partner areas e.g., Networking, system operations, applications development, cybersecurity, customer support, and governance.
• Ability to effectively communicate orally and in writing with executive leadership, management staff, information technology professionals, and non-technical users.
• Knowledge of service-based information architecture, and service design practices to deliver outstanding customer experiences.
• A positive, team-focused attitude.
• A unique mixture of detail oriented, organized with a penchant for good processes, but also entrepreneurial and never satisfied with the status quo.
• Ability to engage partners by inspiring and communicating benefits, rather than mandating compliance.
*Continued employment is contingent upon satisfactorily completing a criminal history records check (or other applicable security clearance) and a pre-employment drug-test (pre-identified position only).
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 using a structured interview process.
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.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
