Through this shared announcement, we're hiring Customer Experience (CX) Strategists to join us at different agencies across the Federal government to transform and improve the way we serve the public and build, maintain, and measure trust in government. The Federal Customer Experience community is on a mission to deliver a simple, seamless, and secure customer experience on par with better or leading consumer experiences.
Summary
Through this shared announcement, we're hiring Customer Experience (CX) Strategists to join us at different agencies across the Federal government to transform and improve the way we serve the public and build, maintain, and measure trust in government. The Federal Customer Experience community is on a mission to deliver a simple, seamless, and secure customer experience on par with better or leading consumer experiences.
This job will close when we have received 500 applications which may be sooner than the closing date. Learn more
Salary
$103,409 to - $167,336 per year
Final salary depends on duty location.
Pay scale & grade
GS 13
Location
Many vacancies in the following location:
Anywhere in the U.S. (remote job)
Remote job
Yes - Varies - Some agencies may have in-person work with or without telework options, and some may have remote (virtual/work-from-home) positions. Be sure to get clarification from the hiring agency about the duty location and remote or telework policies that apply for each job you consider.
Telework eligible
Not applicable, this is a remote position.
Travel Required
Occasional travel - Varies - Some positions may require travel.
Relocation expenses reimbursed
Yes—Varies - You may qualify for reimbursement of relocation expenses in accordance with agency policy.
Appointment type
Permanent
Work schedule
Full-time
Service
Competitive
Promotion potential
00 - Varies - Some positions may have promotion potential to higher grade levels.
Successful Customer Experience Strategists have dedication to mission, the 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.
As a Customer Experience (CX) Strategist, GS-0301-13, your typical work assignments may include the following:
Create design artifacts (e.g., journey maps, personas, wireframes, storyboards) to communicate customer interaction and design ideas.
Align CX projects, programs, and strategy with the mission, vision, and strategic priorities of an organization.
Develop plans and mechanisms for gathering qualitative and quantitative customer data.
Conduct a range of customer experience research, such as concept testing, ethnographic research, usability testing, to understand customer touchpoints, interactions, and needs.
Present research findings, customer feedback, and recommendations to management and stakeholders.
Communicate CX metrics and findings through a variety of formats (e.g., insights, reports, stories, videos, and experiences) to maximize relevance and impact.
Collaborate and co-design with a range of stakeholders (coworkers, clients, customers, consultants, etc.) helping to facilitate buy-in and engagement.
Provide recommendations to management regarding qualitative and quantitative methods for conducting customer research and collecting customer feedback.
Some agencies may have in-person work with or without telework options, and some may have remote (virtual/work-from-home) positions. Be sure to get clarification from the hiring agency about the duty location and remote or telework policies that apply for each job you consider.
Completion of one-year probationary period.
May be covered by a bargaining unit.
May qualify for bonuses, incentives, and/or reimbursement of relocation expenses in accordance with agency policy.
May require financial disclosure filing.
May require a pre-employment drug test and/or random drug testing during the period of employment.
Must be a U.S. citizen or national.
Promotion potential varies. May have promotion potential to higher grade levels.
Selective service registration is required, as applicable.
Travel and security clearance requirements vary.
Qualifications
This announcement will close at 11:59 PM (ET) on 03/22/2024, or 11:59 PM (ET) the day when 500 applications are received, which may be sooner than the closing date. Applicants must meet all eligibility and qualification 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.
Specialized Experience for GS-13: 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 or 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; and
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.
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.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE DO NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your resume must support your application responses.
Education
This job does not have an education qualification requirement.
Additional information
Agencies across the Federal government may participate in hiring applicants identified through this job posting.
Final duty station and salary will be determined by the hiring agency.
Recruitment and/or relocation incentives may be available and will depend on the hiring agency.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA 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, based on your adjudication decision. 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 RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: Reasonable Accommodation Request Link
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 application questionnaire items focused on critical technical competencies, responses to an online assessment focused on critical general competencies, and a structured resume review. The following competencies (knowledge, skills, abilities, and other characteristics) will be evaluated:
Customer Experience Measurement
Human-Centered Design Practices
Stakeholder Engagement
Attention to Detail
Decision Making
Flexibility
Integrity/Honesty
Interpersonal Skills
Reading Comprehension
Reasoning
Self-Management
Teamwork
Application Questionnaire: Applicants must complete a training-and-experience-based questionnaire as part of the application process. Applicants identified as meeting minimum qualifications for the position move on to the next phase of the assessment process.
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 this position. You will not be considered for the position if you fail to complete the assessment. Applicants submitting complete application packages and completing the online assessment will move on to the next phase of the assessment process.
Structured 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 four (4) 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).
Ranking and Preference: Veterans' preference will be applied to applicants who move forward after the above assessment hurdles are complete. 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 minimum qualifications and complete the online assessment, 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
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 03/22/2024, or earlier since this announcement will close at 11:59 PM (ET) the day when 500applications are received, which may be sooner than the closing date.
Résumé, which includes a list of all significant jobs held and duties performed, with dates specified in month and year format, and indicates hours worked per week. If military or civilian, please include your rank and/or grade. IMPORTANT NOTE: ONLY four (4) pages of your resume, starting at your work experience, will be reviewed to determine your technical qualifications for this position based on the specialized experience. Additional information beyond your resume (e.g., links to additional information) will not be reviewed.
A complete application questionnaire and the USA Hire Competency Based Assessment.
If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessment, submit documentation to support your request, including the Reasonable Accommodation Request Form found here.
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 service (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, defined as scoring 85 or above on the rating criteria for this position.
Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials. You must remove your image from any badges, licenses, etc.
Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.
To be considered for this position, you must complete all required steps in the process, including the application questionnaire, online assessment, and resume submission. 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. Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires and assessments and submit all required documentation as specified in the How to Apply and Required Documents sections. To receive consideration, your complete application package must be submitted by 11:59 PM (ET) on 03/22/2024 or earlier. (This announcement will close at 11:59 PM (ET) the day when 500applications 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 11:59PM (ET) on the announcement closing date (03/22/2024), 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.
If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources: https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.
To view the announcement status or your application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/. 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. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. 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/.
We will notify you of the outcome after each step of the recruitment process has been completed. The tentative timeline is described below:
March 2024: Job opportunity announcement open.
April 2024: Reviewing resumes.
May 2024: Selections begin to be made.
Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessment. The online assessment must be completed within 48 hours following the closing date 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 assessment.
Selection Process: Participating agencies will receive the certificate 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 and you accept, decline, or do not respond to any contact from an agency, you are not guaranteed another offer, but may receive additional offers from other agencies. After making tentative job offers, agencies will conduct suitability/security background investigations.
Future consideration: The list of qualified candidates may be shared with multiple Federal agencies for 12 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 other agencies. There is no guarantee of further consideration, and you can continue to explore job opportunity announcements.
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 03/22/2024, or earlier since this announcement will close at 11:59 PM (ET) the day when 500applications are received, which may be sooner than the closing date.
Résumé, which includes a list of all significant jobs held and duties performed, with dates specified in month and year format, and indicates hours worked per week. If military or civilian, please include your rank and/or grade. IMPORTANT NOTE: ONLY four (4) pages of your resume, starting at your work experience, will be reviewed to determine your technical qualifications for this position based on the specialized experience. Additional information beyond your resume (e.g., links to additional information) will not be reviewed.
A complete application questionnaire and the USA Hire Competency Based Assessment.
If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessment, submit documentation to support your request, including the Reasonable Accommodation Request Form found here.
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 service (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, defined as scoring 85 or above on the rating criteria for this position.
Do not submit photographs with your application package. Documents with photographs may not be seen by hiring officials. You must remove your image from any badges, licenses, etc.
Do not upload Adobe portfolio documents. Adobe portfolio documents are not viewable by our agency's staffing offices.
To be considered for this position, you must complete all required steps in the process, including the application questionnaire, online assessment, and resume submission. 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. Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires and assessments and submit all required documentation as specified in the How to Apply and Required Documents sections. To receive consideration, your complete application package must be submitted by 11:59 PM (ET) on 03/22/2024 or earlier. (This announcement will close at 11:59 PM (ET) the day when 500applications 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 11:59PM (ET) on the announcement closing date (03/22/2024), 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.
If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources: https://help.usastaffing.gov/Apply/index.php?title=USA_Hire_Assessments. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.
To view the announcement status or your application status: Click on this: https://www.usajobs.gov/Help/how-to/application/status/. 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. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. 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/.
We will notify you of the outcome after each step of the recruitment process has been completed. The tentative timeline is described below:
March 2024: Job opportunity announcement open.
April 2024: Reviewing resumes.
May 2024: Selections begin to be made.
Based on your application and your responses to the application questionnaire, you may be presented with instructions on how to access the USA Hire system to complete the online assessment. The online assessment must be completed within 48 hours following the closing date 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 assessment.
Selection Process: Participating agencies will receive the certificate 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 and you accept, decline, or do not respond to any contact from an agency, you are not guaranteed another offer, but may receive additional offers from other agencies. After making tentative job offers, agencies will conduct suitability/security background investigations.
Future consideration: The list of qualified candidates may be shared with multiple Federal agencies for 12 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 other agencies. There is no guarantee of further consideration, and you can continue to explore job opportunity announcements.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
