This position is located in the Department of Health and Human Services, Office of the Secretary of Health and Human Services, Office of the Assistant Secretary for Financial Resources (ASFR), Office of Budget, located in Washington, District of Columbia.
Summary
This position is located in the Department of Health and Human Services, Office of the Secretary of Health and Human Services, Office of the Assistant Secretary for Financial Resources (ASFR), Office of Budget, located in Washington, District of Columbia.
PLEASE NOTE: THIS VACANCY IS LIMITED TO THE FIRST 75 APPLICATIONS RECEIVED AND WILL CLOSE AT 11:59 PM (EDT) ON THE CLOSING DATE OR AT 11:59 PM (EST) ON THE DATE THE 75TH APPLICATION IS RECEIVED, WHICHEVER COMES FIRST.
This position is also being announced as a Merit Promotion (MP) announcement. If you meet the area of consideration requirements for the MP announcement, you can apply to that one as well: HHS-ASFR-MP-23-12139569.
The Senior Customer Experience Strategist performs the following duties:
Develops and engages stakeholder relations across organizations and functions in order to build customer understanding, solve challenging problems, and empower teams to collaboratively develop metrics, measuring results, and integrate new methodologies optimizing customer experience and program performance.
Manages, identifies and assesses customer needs to compel customer feedback through research, and other data to develop insights to support leadership decision-making.
Engages in planning and facilitating workshops, meetings and/or other interactive sessions in order to gather feedback and insight from key customers and stakeholders to determine operational needs and changes to the program.
Develops mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develops insights to inform decision-making, identify and scope problems; and embarks on new research areas worth exploring through innovative methods.
Security and Background Requirements: If not previously completed, a background security investigation will be required for all appointees. Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication. Failure to successfully meet these requirements may be grounds for appropriate personnel action. In addition, if hired, a background security reinvestigation or supplemental investigation may be required at a later time. Applicants are also advised that all information concerning qualifications is subject to investigation. False representation may be grounds for non-consideration, non-selection and/or appropriate disciplinary action.
E-Verify: If you are selected for this position, the documentation that you present for purposes of completing the Department of Homeland Security (DHS) Form I-9 will be verified through the DHS "E-Verify" System. Federal law requires DHS to use the E-Verify System to verify employment eligibility of all new hires and as a condition of continued employment obligates the new hire to take affirmative steps to resolve any discrepancies identified by the system. The U.S. Department of Health and Human Services is an E-Verify participant.
Direct Deposit: All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice.
All qualification requirements must be met by the date the announcement closes.
Financial disclosure statement may be required: No
Travel, transportation, and relocation expenses maybe paid: No
Bargaining Unit Position: Yes
Drug Screening Required: No
Recruitment incentives may be authorized: No
Student loan repayment incentive may be authorized: No
Annual leave for non-federal service may be authorized: No
One year probationary period may be required.
U.S. Citizenship Required: Yes
Males born after December 31, 1959 must be registered or exempt from Selective Service - http://www.sss.gov
Qualifications
Your resume must include detailed information as it relates to the responsibilities and specialized experience for this position. Evidence of copying and pasting directly from the vacancy announcement without clearly documenting supplemental information to describe your experience will result in an ineligible rating. This will prevent you from receiving further consideration.
To qualify for the GS-14 position, the incumbent must have one year of specialized experience that is equivalent to at least the GS-13 level or equivalent, performing duties such as: developing and implementing customer experience strategies to support organizational goals of creating continuous improvement; managing the design and development of digital products, platforms, or services for an organization to enhance the user experience; providing senior analysis of quantitative and qualitative customer research to drive decision-making using human-centered design principles; and leading teams to deliver improvements in the customer experience to include facilitating design sessions or workshops.
Documenting experience: In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the "percentage of times" the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above.
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; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to gain employment. You will receive credit for all qualifying experience, including volunteer experience. If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited.
Reasonable Accommodation: This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please see Agency Contact Information for whom to contact for more info. The decision on granting reasonable accommodation will be made on a case-by-case basis. You must email the agency contact on the vacancy announcement at least three business days before the closing date of this announcement to receive assistance.
For more information on disability employment, please visit https://www.opm.gov/policy-data-oversight/disability-employment/
Career Transition Program: This program applies to Federal service employees whose positions have been deemed surplus or no longer needed, or employees who have been involuntarily separated from a Federal service position within the competitive service. To receive selection priority for this position, you must: 1) meet eligibility criteria for CTAP or ICTAP; 2) be rated well-qualified for the position; and 3) submit the appropriate documentation to support your CTAP or ICTAP eligibility. Well-Qualified includes those applicants whose knowledge, skills, and abilities clearly exceed the minimum qualification requirements for the position. For information on eligibility criteria and required documentation, go to: http://www.opm.gov/rif/employee_guides/career_transition.asp
Beginning January 1, 2010, agencies must seek prior approval from OPM before they can appoint a current or recent political appointee to a competitive or non-political excepted service position at any level under the provisions of title 5, United States Code. If you are currently or have been within the last 5 years, a political Schedule A, Schedule C, or Non-career SES employee in the executive branch, you MUST disclose that to the Human Resources Office.
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.
Once the application process is complete, a review of the resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility. Category rating procedures will be used to rate and rank candidates. The category assignment is a measure of the degree in which your background matches the competencies required for this position. Qualified candidates will be ranked into one of three categories:
Best Qualified - Applicants who have experience that is almost identical to those required by the position.
Well Qualified - Applicants who have experience that is very similar to those required by the position.
Qualified - Applicants who meet minimum qualification requirements, but do not identify any additional qualifying experience or skill.
If you are found qualified for the position by HR, you may be further evaluated based on a subject matter review of your resume, a job knowledge test, a writing sample, or interview. Failure to comply with any of the additional assessment requirements will result in removal from further consideration.
Candidates in the highest category will be referred to the hiring agency.
The Category Rating Process does not add veterans' preference points but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Preference eligibles who meet the minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category (except in the case of scientific or professional positions at the GS-9 level or higher).
Your qualifications will be evaluated on the following competencies (knowledge, skills, abilities and other characteristics):
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.
Submission of a resume alone IS NOT a complete application. You must provide a complete online Application Package which includes:
Resume - must clearly articulate how your skills and experiences align to the criteria defined in the qualifications section of this announcement and it must support your responses to the assessment questionnaire. For each position you must describe your duties, accomplishments, related skills, and responsibilities. Your resume must also include the month and year that you began and ended for each position held. Full-time employment will be assumed unless otherwise stated on your resume. Part-time employment will be prorated in crediting experience. Not providing this information may result in the lowering of your assessment score or an ineligible rating. For resume writing guidance, please visit the USAJobs Resource Center or view their video tutorial.
Other Supporting Documents: (Only Submit if applicable to you)
SF-50 "Notification of Personnel Action" - if you are a current or former federal employee, please submit an SF-50 to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you must provide an additional SF-50 that clearly demonstrates one year time-in-grade.
Schedule A documentation (disability letter from you doctor or a licensed medical professional that proves your eligibility for Schedule A appointment)
Peace Corps (copy of your description of service or other proof of your noncompetitive eligibility)
Veterans & Military Spouses: All Veterans and Military Spouses must submit a DD Form 214 (Certificate of Release or Discharge) that has the dates of service and discharge status. In addition to those documents:
Disabled Veterans: must submit an official document dated 1991 or later, from the Department of Veterans Affairs or from a branch of the Armed Forces, certifying the service-connected disability rating.
Active Duty Members: must submit written documentation from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is submitted with your application package. Certifications must include: expected separation or retirement date, date terminal leave will begin (if applicable), and expected character of discharge (honorable, general, etc.).
Parents of Deceased or Disabled Veterans; or Widow or Widower: must submit a SF-15, Application for 10-point Veterans Preference. Please follow the instructions in the SF-15 on required documentation to be submitted.
Spouse of a Living Veteran: must submit a SF-15, Application for 10-point Veterans Preference, and documentation of veteran's inability to work because of a service-connected disability. Please follow the instructions in the SF-15 on required documentation to be submitted.
Military Spouse Hiring Authority: A spouse of a current active duty member must submit a copy of the marriage license and a copy of the service member's orders. A spouse of a former service member with a 100% service-connected disability must submit a copy of the marriage license and documentation from the Department of Veterans Affairs or branch of service reflecting a 100% service-connected disability. A widow/widower of a service member who was killed while serving on active duty must submit a copy of the marriage license, DD-214 or documentation of deceased service-member's service-connected death, and a statement validating that the widow/widower is unmarried.
ICTAP/CTAP documentation: you must submit the following documents at the time of application:
To verify your eligibility, you must submit the following documents at the time of application: (1) Proof of Eligibility (Reduction-in-Force separation notice, Notice of proposed removal for failure to relocate, notice of injury compensation termination, OR notice of disability annuity termination); (2) Your latest performance rating showing a rating of at least "fully successful" (level 3); AND (3) Your most recent Notification of Personnel Action, Standard Form 50 (SF-50), or equivalent personnel action, showing your tenure, position occupied, and duty station. NOTE: Your proof of eligibility must be dated within one year of the date of your application in order to meet ICTAP eligibility.
You are not required to submit official documents at this time; copies are sufficient.
To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section.
*To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
*Click the Submit My Answers button to submit your application package.
*It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USAJOBS account at https://my.usajobs.gov/Account/Login, select the Application Status link, and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USAJOBS account at https://my.usajobs.gov/Account/Login and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
Office of the Assistant Secretary for Financial Resources
200 Independence Avenue
Washington, DC 20201
US
Next steps
Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. The best qualified candidates will be referred to the hiring manager for further consideration and possible interview. We expect to begin making selections within 45 days of the announcement closing.
You will receive notice via email or by mail, if no email address was provided by you during the application process, once this process is completed (generally 4-6 weeks).
You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.).
Please contact OSOMHAHRCServicesHQ@hhs.gov with any questions about this announcement.
In accordance with Executive Order 12564 of September 15, 1986, the Department of Health and Human Services (HHS) is A Drug-Free Federal Workplace. The Federal government, as the largest employer in the Nation, can and should show the way towards achieving drug-free workplaces through programs designed to offer drug users a helping hand, and at the same time demonstrating to drug users and potential drug users that drugs will not be tolerated in the Federal workplace. The use of illegal drugs, on or off duty, by Federal employees is inconsistent not only with the law-abiding behavior expected of all citizens, but also with the special trust placed in such employees as servants of the public. Applicants selected for this position will be subject to reasonable suspicion and post-accident drug testing upon hiring. To demonstrate commitment to the HHS goal of a drug-free workplace and to set an example for other Federal employees, employees not in a testing designated position may volunteer for unannounced random testing by notifying their Drug-free Federal Workplace Program Point of Contact upon hiring.
HHS has a critical preparedness and response mission: HHS protects the American people from health threats, researches emerging diseases, and mobilizes public health programs with domestic and international partners. In support of this mission, HHS offers its employees the opportunity to volunteer to become Federal Civilian Detailees and contribute their unique skills through voluntary temporary assignments to humanitarian emergencies or Departmental priorities countering new and emerging health, safety, and security threats.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Submission of a resume alone IS NOT a complete application. You must provide a complete online Application Package which includes:
Resume - must clearly articulate how your skills and experiences align to the criteria defined in the qualifications section of this announcement and it must support your responses to the assessment questionnaire. For each position you must describe your duties, accomplishments, related skills, and responsibilities. Your resume must also include the month and year that you began and ended for each position held. Full-time employment will be assumed unless otherwise stated on your resume. Part-time employment will be prorated in crediting experience. Not providing this information may result in the lowering of your assessment score or an ineligible rating. For resume writing guidance, please visit the USAJobs Resource Center or view their video tutorial.
Other Supporting Documents: (Only Submit if applicable to you)
SF-50 "Notification of Personnel Action" - if you are a current or former federal employee, please submit an SF-50 to clearly demonstrate one year time-in-grade as required in the announcement. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate that you possess one year time-in-grade. In this instance, you must provide an additional SF-50 that clearly demonstrates one year time-in-grade.
Schedule A documentation (disability letter from you doctor or a licensed medical professional that proves your eligibility for Schedule A appointment)
Peace Corps (copy of your description of service or other proof of your noncompetitive eligibility)
Veterans & Military Spouses: All Veterans and Military Spouses must submit a DD Form 214 (Certificate of Release or Discharge) that has the dates of service and discharge status. In addition to those documents:
Disabled Veterans: must submit an official document dated 1991 or later, from the Department of Veterans Affairs or from a branch of the Armed Forces, certifying the service-connected disability rating.
Active Duty Members: must submit written documentation from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is submitted with your application package. Certifications must include: expected separation or retirement date, date terminal leave will begin (if applicable), and expected character of discharge (honorable, general, etc.).
Parents of Deceased or Disabled Veterans; or Widow or Widower: must submit a SF-15, Application for 10-point Veterans Preference. Please follow the instructions in the SF-15 on required documentation to be submitted.
Spouse of a Living Veteran: must submit a SF-15, Application for 10-point Veterans Preference, and documentation of veteran's inability to work because of a service-connected disability. Please follow the instructions in the SF-15 on required documentation to be submitted.
Military Spouse Hiring Authority: A spouse of a current active duty member must submit a copy of the marriage license and a copy of the service member's orders. A spouse of a former service member with a 100% service-connected disability must submit a copy of the marriage license and documentation from the Department of Veterans Affairs or branch of service reflecting a 100% service-connected disability. A widow/widower of a service member who was killed while serving on active duty must submit a copy of the marriage license, DD-214 or documentation of deceased service-member's service-connected death, and a statement validating that the widow/widower is unmarried.
ICTAP/CTAP documentation: you must submit the following documents at the time of application:
To verify your eligibility, you must submit the following documents at the time of application: (1) Proof of Eligibility (Reduction-in-Force separation notice, Notice of proposed removal for failure to relocate, notice of injury compensation termination, OR notice of disability annuity termination); (2) Your latest performance rating showing a rating of at least "fully successful" (level 3); AND (3) Your most recent Notification of Personnel Action, Standard Form 50 (SF-50), or equivalent personnel action, showing your tenure, position occupied, and duty station. NOTE: Your proof of eligibility must be dated within one year of the date of your application in order to meet ICTAP eligibility.
You are not required to submit official documents at this time; copies are sufficient.
To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section.
*To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.
*Click the Submit My Answers button to submit your application package.
*It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
To verify your application is complete, log into your USAJOBS account at https://my.usajobs.gov/Account/Login, select the Application Status link, and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
To return to an incomplete application, log into your USAJOBS account at https://my.usajobs.gov/Account/Login and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
Office of the Assistant Secretary for Financial Resources
200 Independence Avenue
Washington, DC 20201
US
Next steps
Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful. The best qualified candidates will be referred to the hiring manager for further consideration and possible interview. We expect to begin making selections within 45 days of the announcement closing.
You will receive notice via email or by mail, if no email address was provided by you during the application process, once this process is completed (generally 4-6 weeks).
You will be required to submit official documentation prior to appointment. The agency will then verify the information provided on your application (i.e., degree, veterans' preference, disability, etc.).
Please contact OSOMHAHRCServicesHQ@hhs.gov with any questions about this announcement.
In accordance with Executive Order 12564 of September 15, 1986, the Department of Health and Human Services (HHS) is A Drug-Free Federal Workplace. The Federal government, as the largest employer in the Nation, can and should show the way towards achieving drug-free workplaces through programs designed to offer drug users a helping hand, and at the same time demonstrating to drug users and potential drug users that drugs will not be tolerated in the Federal workplace. The use of illegal drugs, on or off duty, by Federal employees is inconsistent not only with the law-abiding behavior expected of all citizens, but also with the special trust placed in such employees as servants of the public. Applicants selected for this position will be subject to reasonable suspicion and post-accident drug testing upon hiring. To demonstrate commitment to the HHS goal of a drug-free workplace and to set an example for other Federal employees, employees not in a testing designated position may volunteer for unannounced random testing by notifying their Drug-free Federal Workplace Program Point of Contact upon hiring.
HHS has a critical preparedness and response mission: HHS protects the American people from health threats, researches emerging diseases, and mobilizes public health programs with domestic and international partners. In support of this mission, HHS offers its employees the opportunity to volunteer to become Federal Civilian Detailees and contribute their unique skills through voluntary temporary assignments to humanitarian emergencies or Departmental priorities countering new and emerging health, safety, and security threats.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
