Customer Experience Strategist: Contact Center Excellence

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

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