Customer Experience Strategist

Summary This position is located in the Bureau of Administration, Planning, Resources, and Innovation Division, Office of Planning and Customer Experience. The incumbent in this position creatively gathers and packages compelling customer feedback, research, and other data to develop insights to support leadership decision‑making. The incumbent brings together the right people and supporting culture to develop strategies & plans for achieving measurable outcomes that improve the customer experience. Responsibilities Aligns CX projects, programs, strategy with the mission, vision, and priorities of the organization. Designs and communicates CX findings and outcomes in a variety of formats (e.g., insights, reports, stories, videos, and experiences) to maximize relevance and impact. Coaches teams on customer experience and design concepts, support adoption of customer-focused & service design artifacts & practices & collaborate w/ teams across the organization to reimagine both customer-facing & internal services and processes. Creates templates tools, and guidance for design artifacts (e.g., journey maps, personas, service blueprint) and for gathering qualitative and quantitative customer data. Presents research findings, customer feedback, and CX strategy recommendations to management and stakeholders and facilitate prioritization of customer needs and strategic priorities. Collaborates and co-designs with a range of stakeholders (coworkers, customers, consultants, partnering teams, etc.) to facilitate buy-in and engagement. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements described below by the closing date of this announcement. Applicants must have 1 year of specialized experience equivalent to the GS-13 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Solving problems or improving processes that cross organizational boundaries (e.g., department, group) using a human-centered design approach that includes multiple phases of the design process (e.g., research, synthesis, or prototyping) and multiple stakeholders. Utilizing highly developed communication, negotiation, and leadership skills to persuade individuals or groups to advance program goals and reach resolution of and settle significant related issues. Developing and implementing templates of design artifacts (e.g., journey maps, personas, service blueprints) and guidance on customer experience and design practice and coaching teams on use. Creating design artifacts (e.g., journey maps, personas, service blueprints) using an iterative process of incorporating customer perspectives to improve product or service delivery. Developing and facilitating workshops or other interactive sessions using inclusive methods and practices (e.g., interviews, co-design) to build buy-in and gather experience insights among customers/stakeholders. There is no substitute of education for specialized experience for the GS-14 position. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Education Education requirements do not apply to this vacancy announcement. Additional Information For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or OAA@state.gov. If eligible, telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.