This position is located at Department of Housing and Urban Development, Office of the Chief Information Officer.
This opportunity is also open to Status Candidates under Announcement ST-13053562-26-CF. Please refer to that announcement for details on open period, eligibility, and how to apply.
Summary
This position is located at Department of Housing and Urban Development, Office of the Chief Information Officer.
This opportunity is also open to Status Candidates under Announcement ST-13053562-26-CF. Please refer to that announcement for details on open period, eligibility, and how to apply.
HUD's Mission
The mission of the U.S. Department of Housing and Urban Development is to foster strong communities by supporting access to quality, affordable housing, expanding the housing supply, and unlocking homeownership opportunities for the American people. The Department is committed to furthering the promise of self-sufficiency in every American while promoting economic development to revitalize rural, tribal, and urban communities across the country.
This position is located in the Department of Housing and Urban Development (HUD), Office of the Chief Information Officer (OCIO), Business Management and Operations. The mission of the Business and Management Office is to enable delivery of HUD programs, services, and management processes by providing high-quality information, technology solutions, and services.
As a Customer Experience Strategist, you will:
Develop and refine knowledge management governance standards, procedures, and performance measurement methods used to and improve the effectiveness, consistency, and of contact center operations and service delivery across programs and channels.
Support and improve workflows across voice, email, chat, messaging, and in-person channels.
Translate data into actionable recommendations to enhance service delivery; present findings to management and Stakeholders and negotiate with leadership to gain acceptance and implementation of solutions addressing complex, cross-cutting operational and customer experience challenges.
Support skill development in knowledge management and CX best practices.
Candidates will be selected for a job assigned to one of the official duty stations listed in this announcement. Failure to report to duty at the location for which the candidate is selected may be grounds for a disciplinary action, including removal.
Key Requirements:
Must be U.S. Citizen or U.S. National.
A one year probationary period may be required. Continued employment is contingent upon supervisory certification that continued employment will benefit the Federal Service; the certification will occur no less than 30 days before the end of the probationary/trial period.
Must successfully complete a background investigation.
Public Trust - Background Investigation will be required.
Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.
Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form i-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
Obtain and use a Government-issued charge card for business-related travel.
Please refer to "Additional Information Section for additional Conditions of Employment."
Qualifications
You must meet the following requirements by the closing date of this announcement.
Specialized Experience: For the GS-13 grade level, you must have one year (52 full weeks) of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized Experience for this position includes:
Experience analyzing Contact Center performance data, customer feedback, and service metrics to identify trends, improve customer satisfaction, and recommend operational improvements; AND
Experience developing and implementing customer experience strategies, knowledge management governance, standard operating procedures, or service enhancements that improved the quality, efficiency, and consistency of customer interactions across multiple service channels; AND
Experience collaborating with managers, stakeholders, and cross-functional teams to evaluate customer service programs, resolve customer issues, and support continuous improvement initiatives that enhanced contact center performance and customer engagement.
The experience may have been gained in either the public, private sector or volunteer service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week on your resume.
Education
Additional information
OTHER INFORMATION:
We may select from this announcement or any other source to fill one or more vacancies.
Relocation expenses will not be paid.
Relocation incentive will not be paid.
Recruitment incentive will not be paid.
This is a bargaining unit position.
This position is Exempt from the Fair Labor Standards Act (FLSA).
HUD offers alternative and flexible work schedules.
This announcement may be used to fill additional vacancies for similar positions across HUD. During the online application process, you will be asked to specify if you would like your application information shared with other hiring managers in the Program Office listed in this announcement or in other HUD Program Offices. Opting to share your application information will not impact your application for this announcement, nor will it guarantee further consideration for additional positions.
CONDITIONS OF EMPLOYMENT (CONTINUED):
HUD employees are subject to a number of government-wide and HUD specific ethics laws and regulations, including restrictions on working in a real estate related business, and having Section 8 tenants, along with other prohibited interests and activities.
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 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
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
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.
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 how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents) and the result of the online assessments required for this position. Please be sure that your resume includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your resume may result in a "not qualified" determination.
In order to be considered for this position, you must complete all required steps in the process. The online assessment measures critical general competencies required to perform the job.
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.
Rating: You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
Attention to Detail
Decision Making
Flexibility
Integrity/Honesty
Interpersonal Skills
Reading Comprehension
Reasoning
Self-Management
Teamwork
Rule of Many: This announcement uses the cut-off score method under 5 CFR ยง 332.402. All applicants tied at the cut line will be referred. We will provide the selecting official with a sufficient number of names, when available, to consider at least three candidates per vacancy. If fewer than three eligible and available candidates per vacancy result, we will expand the group in accordance with our pre-announced supplement strategy and OPM policy.
Veterans' preference points are added to the passing score of candidates eligible for either 10-point or 5-point preference. Disabled veterans with a 10% or more service-connected disability are placed at the top of a certificate of eligibles regardless of score. Ties in ratings are broken by veterans' preference eligibility, that is, preference eligible candidates are listed ahead of non-preference eligibles within each rating.
Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview.
If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan(CTAP)/Interagency Career Transition Assistance Plan (ICTAP)) you must be rated as "well qualified" to receive special selection priority. Well-Qualified includes those applicants whose knowledge, skills, and abilities clearly exceed the minimum qualification requirements for the position.
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.
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.
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.
1. A resume: All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.)
USA Jobs restricts resume uploads to a maximum of 2 pages. Resumes attached in other sections (such as "Documents" or "Other") will not be considered in the determination of specialized experience. If multiple resumes are submitted, the resume submitted last (based on time stamp) will be the only one reviewed as a part of your application. To ensure readability, resumes must be formatted using an easy-to-read font (such as Lato, Calibri, or Arial) with a minimum font size of 10-points and margins no smaller than 0.5 inches. Failure to follow these formatting guidelines may result in disqualification from further consideration.
To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your resume.
2. Vacancy question responses: All applicants are required to complete vacancy question responses by clicking the apply online button of this vacancy announcement.
3. Submission of any required documents identified below, if applicable: Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
VETERANS' PREFERENCE DOCUMENTATION:
Submit member copy 4 of your DD-214 or other (certificate of release or discharge from active duty) or notice form.
Those applying for 10-point preference must fill out the SF-15 and provide an official document dated 1991 or later, from the department of veterans affairs or from a branch of the armed forces, and/or any other associated documentation based on your preference.
If applying based on eligibility under the veterans opportunity to work (vow) act, you must submit certification from the armed forces that you will be discharged or released from active duty within 120 days from the date you submit your application. This must indicate your dates of service, your rank, and confirm that you will be separated under honorable conditions.
For more information on veterans' preference see Feds Hire Vets.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) ELIGIBLE INDIVIDUALS:
If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents you must submit in order to be eligible.
CURRENT OR FORMER POLITICAL SCHEDULE A, SCHEDULE C, NON-CAREER SES OR PRESIDENTIAL APPOINTEE EMPLOYEES: Submit a copy of your applicable SF-50, along with a statement that provides the following information regarding your most recent political appointment:
Position title;
Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee);
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, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
Click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement 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 about two (2) 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.
You may update your application documents and some questions related to your personal information at any time during the announcement open period. However, you will not be able to make changes to questions related to assessing the minimum qualifications and competencies (knowledge, skills, abilities and other characteristics) mentioned in the "How You Will Be Evaluated" section above. To make an allowed update to your application, 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 view the announcement status or your application status: Visit https://help.usajobs.gov/how-to/application/status. 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.
Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.
The Fair Chance to Compete for Jobs Act prohibits specific inquiries concerning an applicant's criminal or credit background unless the hiring agency has made a conditional offer of employment to the applicant. An applicant may submit a complaint, or any other information, to the agency within 30 calendar days of the date of alleged non-compliance by contacting: FairChanceAct@hud.gov What are criminal history inquiries?
After you have completed your initial application, you will 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 review your resume and transcript(s) (if appropriate) to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and may interview the best-qualified applicants. After making a tentative job offer, we will conduct any required suitability and/or security background investigation.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
1. A resume: All applicants are required to submit a resume either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.)
USA Jobs restricts resume uploads to a maximum of 2 pages. Resumes attached in other sections (such as "Documents" or "Other") will not be considered in the determination of specialized experience. If multiple resumes are submitted, the resume submitted last (based on time stamp) will be the only one reviewed as a part of your application. To ensure readability, resumes must be formatted using an easy-to-read font (such as Lato, Calibri, or Arial) with a minimum font size of 10-points and margins no smaller than 0.5 inches. Failure to follow these formatting guidelines may result in disqualification from further consideration.
To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your resume.
2. Vacancy question responses: All applicants are required to complete vacancy question responses by clicking the apply online button of this vacancy announcement.
3. Submission of any required documents identified below, if applicable: Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).
VETERANS' PREFERENCE DOCUMENTATION:
Submit member copy 4 of your DD-214 or other (certificate of release or discharge from active duty) or notice form.
Those applying for 10-point preference must fill out the SF-15 and provide an official document dated 1991 or later, from the department of veterans affairs or from a branch of the armed forces, and/or any other associated documentation based on your preference.
If applying based on eligibility under the veterans opportunity to work (vow) act, you must submit certification from the armed forces that you will be discharged or released from active duty within 120 days from the date you submit your application. This must indicate your dates of service, your rank, and confirm that you will be separated under honorable conditions.
For more information on veterans' preference see Feds Hire Vets.
CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) ELIGIBLE INDIVIDUALS:
If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents you must submit in order to be eligible.
CURRENT OR FORMER POLITICAL SCHEDULE A, SCHEDULE C, NON-CAREER SES OR PRESIDENTIAL APPOINTEE EMPLOYEES: Submit a copy of your applicable SF-50, along with a statement that provides the following information regarding your most recent political appointment:
Position title;
Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee);
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, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
Click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement 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 about two (2) 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.
You may update your application documents and some questions related to your personal information at any time during the announcement open period. However, you will not be able to make changes to questions related to assessing the minimum qualifications and competencies (knowledge, skills, abilities and other characteristics) mentioned in the "How You Will Be Evaluated" section above. To make an allowed update to your application, 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 view the announcement status or your application status: Visit https://help.usajobs.gov/how-to/application/status. 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.
Please notify us if your contact information changes after the closing date of the announcement. Also, note that if you provide an email address that is inaccurate or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position.
The Fair Chance to Compete for Jobs Act prohibits specific inquiries concerning an applicant's criminal or credit background unless the hiring agency has made a conditional offer of employment to the applicant. An applicant may submit a complaint, or any other information, to the agency within 30 calendar days of the date of alleged non-compliance by contacting: FairChanceAct@hud.gov What are criminal history inquiries?
After you have completed your initial application, you will 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 review your resume and transcript(s) (if appropriate) to ensure you meet the basic qualification requirements. We will evaluate each applicant who meets the basic qualifications on the information provided and may interview the best-qualified applicants. After making a tentative job offer, we will conduct any required suitability and/or security background investigation.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
