Customer Experience Strategist

Office of the Chief Information Officer; Denver (CO); Remote; USD 106,000 - 158,000; Full time

Job summary

Office of the Chief Information Officer within the Department of Housing and Urban Development seeks a Customer Experience Strategist to improve knowledge management governance, metrics, and service delivery across HUD programs and channels.

You will translate data into actionable recommendations, present findings to leadership, and help develop CX best practices. The role supports telework and contributes to improving customer experiences in a federal agency context.

Responsibilities

• Develop and refine knowledge management governance standards, procedures, and performance measurement methods for contact center operations across programs and channels.
• Improve workflows across voice, email, chat, messaging, and in-person channels.

Job description

• Hiring Agency: Office of the Chief Information Officer
• Department: Department of Housing and Urban Development

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.

Key Responsibilities

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.

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.

Which agency is hiring for this position?

This position is with Office of the Chief Information Officer, Department of Housing and Urban Development.

What is the salary for this position?

The posted pay range is $106437 – $158322/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What is the application deadline?

Applications close on 2026-11-02.

Who is eligible to apply?

This position is open under the 'Fed Transition' hiring path.

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Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-22 · Not affiliated with or endorsed by OPM or USAJOBS.gov