As a Senior Design Strategist, you will Develop, plan and lead customer experience projects that involve multidisciplinary teams and multiple research methods.
Location of position: GSA, Office of Customer Experience (OCE). This is a full-time remote position. Location will be negotiated once selection has been made.
The Office of Customer Experience is responsible for improving the end-to-end experience of GSA customers by aligning operations to customer needs.
Summary
As a Senior Design Strategist, you will Develop, plan and lead customer experience projects that involve multidisciplinary teams and multiple research methods.
Location of position: GSA, Office of Customer Experience (OCE). This is a full-time remote position. Location will be negotiated once selection has been made.
The Office of Customer Experience is responsible for improving the end-to-end experience of GSA customers by aligning operations to customer needs.
The Office of Customer Experience purpose of work is to develop and implement strategies, procedures, and practices intended to improve the customer experience and transform GSA to respond to continuously evolving customer needs.
As a Senior Design Strategist for the region/agency you will be responsible for performing the following duties:
Participating and contributing to projects focused on customer experience, service design and/or qualitative and quantitative research; developing and implementing strategies, procedures, and practices to improve the customer experience.
Using the multiple phases of the design process (e.g., research, synthesis, prototyping, implementing, measuring).
Developing and facilitating workshops, meetings, and other interactive sessions using inclusive methods and practices (e.g., interviews, co-design).
Creating design artifacts (e.g., journey maps, personas, wireframes, storyboards) using an iterative process.
Documents, packages, and presentations of findings, insights, recommendations, pilot and other implementation results, and evaluations via reports, presentations, and other outputs.
Direct Deposit of salary check to financial organization required.
Meet all eligibility criteria within 30 days of the closing date
Register with the Selective Service if you are a male born after 12/31/1959
US Citizenship or National (Residents of American Samoa and Swains Island)
If selected, you must meet the following conditions:
Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or NonCareer SES employee in the Executive Branch, you must disclose this information to the HR Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service.
Serve a one year probationary period, if required.
Undergo and pass a background investigation (Tier 2 investigation level).
Have your identity and work status eligibility verified if you are not a GSA employee. We will use the Department of Homeland Security’s e-Verify system for this. Any discrepancies must be resolved as a condition of continued employment.
Qualifications
For each job on your resume, provide:
the exact dates you held each job (from month/year to month/year)
number of hours per week you worked (if part time).
If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume.
For a brief video on creating a Federal resume, click here.
The GS-14 base salary range starts at $99,908.00 per year. Locality pay will be determined once the duty location has been established.
To qualify, you must have at least one year of specialized experience equivalent to the GS-13 level or higher in the Federal service.
Specialized experience is experience participating and contributing to projects focused on customer experience, service design and/or qualitative and quantitative research; developing and implementing strategies, procedures, and practices to improve the customer experience, additionally:
● Using the multiple phases of the design process (e.g., research, synthesis, prototyping, implementing, measuring). ● Developing and facilitating workshops, meetings, and other interactive sessions using inclusive methods and practices (e.g., interviews, co-design). ● Creating design artifacts (e.g., journey maps, personas, wireframes, storyboards) using an iterative process. ● Documents, packages, and presentations of findings, insights, recommendations, pilot and other implementation results, and evaluations via reports, presentations, and other outputs.
Education
This job does not have an education qualification requirement.
Additional information
Bargaining Unit status: Varies by location
Relocation-related expenses are not approved and will be your responsibility.
Travel expenses associated with interviews may be approved. Determinations will be made on a case-by-case basis.
We are currently filling one vacancy, but additional vacancies may be filled through this announcement in this or other GSA organizations within the same commuting area, as needed; through other means; or not at all
On a case-by-case basis, the following incentives may be approved:
Recruitment incentive if you are new to the federal government
Relocation incentive if you are a current federal employee
Credit toward vacation leave if you are new to the federal government
Selected applicants may qualify for credit toward annual leave accrual based on prior non-Federal work experience or uniformed service experience.
We are currently filling one vacancy, but additional vacancies may be filled through this announcement in this or other GSA organizations within the same commuting area, as needed; through other means; or not at all.
GSA is committed to diversity, equity, inclusion and accessibility that goes beyond our compliance with EEO regulations including:
Valuing and embracing diversity, promoting equity, inclusion and accessibility, and expecting cultural competence; and
Fostering a work environment where all employees, customers and stakeholders feel respected and valued.
Our commitment is:
Reflected in our policies, procedures and work environment;
Recognized by our employees, customers and stakeholders; and
Drives our efforts to recruit, attract, retain and engage the diverse workforce needed to achieve our mission.
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.
We will use a method called Category Rating to assess your application. Here’s how it will work:
You will be scored on the questions you answer during the application process, which will measure your possession of the following competencies or knowledge, skills, and abilities:
Skill in designing research programs that include qualitative and quantitative methods. 1a. Ability in design thinking, design research, product, service, and systems design and customer experience. 1b. Ability to express project goals tied to research questions into well thought-out research plans. 1c. Demonstrated project management experience and ability to organize, analyze, evaluate, and coordinate a variety of projects and to set priorities, establish deadlines, coordinate workflow, and act independently within areas of responsibility.
Ability to be self-managed while working on several projects simultaneously in a collaborative environment. 2a. Knowledge in program analysis, management and evaluation methodologies, including the organizational theories and research principles.
Skill in writing in clear, concise, organized, and convincing manner for the intended audience and at a level appropriate to the documentation being prepared. 3a. Skill in strategic planning, and delegating assignments to motivate employees to develop and submit their best work products.
Skill in assessing, evaluating, developing, collaborating, and monitoring programs for compliance with applicable civil rights laws, regulations, executive orders, and guidance. 4a. Skill in developing and implementing detailed and cross-cutting plans to ensure equitable access to civil rights programs.
Your answers to the questions will be used to place you in one of the following categories and standard score ranges:
Best Qualified = Candidates scoring between 95 - 100
Well Qualified = Candidates scoring between 85 - 94 (Well Qualified for CTAP/ICTAP)
Qualified = Candidates scoring between 70 - 84
We will verify your answers to the questions in your resume.
Within each category, veterans will receive selection priority over non-veterans.
Additional hurdle assessments, such as narrative responses or other assessments, may be administered to applicants who meet the requirements of the first hurdle, e.g., the minimum qualification requirements. If additional assessments are used, you will be provided with further instructions.
If you are eligible under Interagency Career Transition Assistance Plan or GSA’s Career Transition Assistance Plan (ICTAP/CTAP), you must receive a score of 85 or higher to receive priority.
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.
ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.
Your resume showing applicant's name, email address, work schedule, hours worked per week, dates of employment and duties performed.
If you are claiming veterans' preference:
Copy of your Certificate of Release or Discharge From Active Duty, DD-214 that shows your type of discharge and the dates of your active duty service.
If you are claiming 10-point preference or derived preference (a spouse, widow or widower, or parent of a deceased or disabled veteran), submit both of the following in addition to the DD-214: (1)completed SF-15 form; and (2) proof of your entitlement (refer to SF-15 for complete list).
If you are active duty military- Certification on a letterhead from your military branch that includes your rank, character of service (must be under honorable conditions) & military service dates including discharge/release date (must be no later than 120 days after the date the certification is submitted).
If you are ICTAP/CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.
Current or Former Political Appointees: Submit SF-50.
Applicants are required to provide a portfolio of previous work. The items in the portfolio should not be created specifically for this application. This portfolio must be a sample of previous work that demonstrates experience related to the requirements of this position. It must be a collection of at least 3 previous work samples representing various types of projects where you demonstrated multiple aspects of the required experience. This must be provided as either an attached PDF document, a link to a portfolio website within your resume or provided as a response to applicable question within the assessment questionnaire. This portfolio will be reviewed by the selecting official if an applicant is referred for the position.
You must submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the Announcement. Errors or omissions may result in your not being considered for this vacancy. You can modify/complete your application any time before the vacancy date/time deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, read the Apply for a GSA Job on the GSA website.
To begin, click the Apply Online button on the vacancy announcement.
Sign in or register on USAJobs and select a resume and documents to include in your application.
Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.
Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this vacancy.
Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online. You may choose one or more of the following options to submit your document(s): Upload (from your computer); USAJOBS (click the "USAJOBS" link to complete the transfer process) or FAX (read the “Fax instructions” provided prior to printing the Fax Cover Sheet and faxing your information).
Need Assistance in Applying? Contact the HR representative listed on the announcement prior to the application deadline. We are available to assist you Monday-Friday during normal business hours. You must receive HR approval before deviating from these instructions.
Be sure to APPLY EARLY as most assessments must be completed fully and submitted before the announcement closing
GSA, Office of the Customer Experience
General Services Administration
Office of Human Resources Management (CRSC)
1800 F Street NW Room 1100
Washington, District of Columbia 20405
United States
Next steps
After the closing date/deadline:
ELIGIBILITY/QUALIFICATIONS: Applicant eligibility and qualifications are reviewed.
REFERRAL TO MANAGEMENT: Eligible/Qualified applicants are referred to management for review and possible interview.
SELECTION/TENTATIVE JOB OFFER: If a selection is made, a Tentative Offer is extended to the selectee and suitability and/or security background investigation is conducted.
FINAL JOB OFFER: A final job offer is made (typically within 40 days after the closing date/deadline for applications).
FINAL COMMUNICATION TO APPLICANTS: Once the position is filled, we will notify you of your status. You may also check your application status by logging into USAJOBS and clicking “Track this Application” on the Applicant Dashboard.
Thank you for your interest in working for U.S. General Services Administration!
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
ALL required documents must be submitted before the closing date. Review the following list to determine what you need to submit.
Your resume showing applicant's name, email address, work schedule, hours worked per week, dates of employment and duties performed.
If you are claiming veterans' preference:
Copy of your Certificate of Release or Discharge From Active Duty, DD-214 that shows your type of discharge and the dates of your active duty service.
If you are claiming 10-point preference or derived preference (a spouse, widow or widower, or parent of a deceased or disabled veteran), submit both of the following in addition to the DD-214: (1)completed SF-15 form; and (2) proof of your entitlement (refer to SF-15 for complete list).
If you are active duty military- Certification on a letterhead from your military branch that includes your rank, character of service (must be under honorable conditions) & military service dates including discharge/release date (must be no later than 120 days after the date the certification is submitted).
If you are ICTAP/CTAP eligible - submit a, b, and c: (a) proof of eligibility including agency notice; (b) SF-50, and (c) most recent performance appraisal.
Current or Former Political Appointees: Submit SF-50.
Applicants are required to provide a portfolio of previous work. The items in the portfolio should not be created specifically for this application. This portfolio must be a sample of previous work that demonstrates experience related to the requirements of this position. It must be a collection of at least 3 previous work samples representing various types of projects where you demonstrated multiple aspects of the required experience. This must be provided as either an attached PDF document, a link to a portfolio website within your resume or provided as a response to applicable question within the assessment questionnaire. This portfolio will be reviewed by the selecting official if an applicant is referred for the position.
You must submit a complete online application including any required documents prior to 11:59 pm Eastern Time on the closing date of the Announcement. Errors or omissions may result in your not being considered for this vacancy. You can modify/complete your application any time before the vacancy date/time deadline. Simply return to USAJOBS, select the vacancy, and update your application. For more detailed instructions on how to apply, read the Apply for a GSA Job on the GSA website.
To begin, click the Apply Online button on the vacancy announcement.
Sign in or register on USAJobs and select a resume and documents to include in your application.
Once you have clicked Apply for this position now, you will be taken to the GSA site to complete the application process.
Click the Apply To This Vacancy and complete all steps in the application process until the Confirmation indicates your application is complete. If you click Return to USAJobs or get timed out prior to receiving confirmation, your application will not be submitted and cannot be considered for this vacancy.
Note: Review the REQUIRED DOCUMENTS section of this announcement to determine which apply to you and must be submitted online. You may choose one or more of the following options to submit your document(s): Upload (from your computer); USAJOBS (click the "USAJOBS" link to complete the transfer process) or FAX (read the “Fax instructions” provided prior to printing the Fax Cover Sheet and faxing your information).
Need Assistance in Applying? Contact the HR representative listed on the announcement prior to the application deadline. We are available to assist you Monday-Friday during normal business hours. You must receive HR approval before deviating from these instructions.
Be sure to APPLY EARLY as most assessments must be completed fully and submitted before the announcement closing
GSA, Office of the Customer Experience
General Services Administration
Office of Human Resources Management (CRSC)
1800 F Street NW Room 1100
Washington, District of Columbia 20405
United States
Next steps
After the closing date/deadline:
ELIGIBILITY/QUALIFICATIONS: Applicant eligibility and qualifications are reviewed.
REFERRAL TO MANAGEMENT: Eligible/Qualified applicants are referred to management for review and possible interview.
SELECTION/TENTATIVE JOB OFFER: If a selection is made, a Tentative Offer is extended to the selectee and suitability and/or security background investigation is conducted.
FINAL JOB OFFER: A final job offer is made (typically within 40 days after the closing date/deadline for applications).
FINAL COMMUNICATION TO APPLICANTS: Once the position is filled, we will notify you of your status. You may also check your application status by logging into USAJOBS and clicking “Track this Application” on the Applicant Dashboard.
Thank you for your interest in working for U.S. General Services Administration!
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
