Customer Experience Strategist

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.

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.