Customer Experience Strategist

US-Office-of-the-Chief-Information-Office; Denver (CO); On-site; USD 100,000 - 140,000; Full time

Job summary

The Department of Housing and Urban Development, Office of the Chief Information Officer, is seeking to fill a GS-13 level position. This opportunity accepts Status Candidates under Announcement ST-13053562-26-CF.

The role requires specialized experience at the GS-12 level in the Federal service and includes evaluating customer service programs and driving improvements across contact centers. Candidates should demonstrate experience with data-driven performance analysis, customer experience

Qualifications

• Experience analyzing contact center performance data, customer feedback, and service metrics to improve satisfaction and operations.
• Experience developing customer experience strategies, knowledge governance, SOPs, or service enhancements across multiple channels.
• Experience collaborating with managers and cross-functional teams to evaluate programs and support continuous improvement in contact center performance.

Skills

Data analysis

Customer experience strategy

Cross-functional collaboration

Job description

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.

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.