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Customer Experience Specialist

Expired Job

Department Of Agriculture Washington , DC 20319

Posted 2 months ago

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HelpDuties Summary

PLEASE READ ALL THE INSTRUCTIONS UNDER "HOW TO APPLY" BEFORE YOU BEGIN.

THIS IS A BARGAINING UNIT POSITION

FARM SERVICE AGENCY (FSA) COUNTY EMPLOYEES: Permanent County employees without prior Federal tenure who are selected for a Civil Service position under Public Law 105-277 will be given a career-conditional appointment and must serve a 1-year probationary period.

Learn more about this agency

Responsibilities

This position is assigned to the Office of Business and Program Integration, located in Washington, DC.

Major responsibilities include:

  • Participates and collaborates with the Chief Customer Officer, the Agency Heads for FSA, NRCS, and RMA, and other agency officials in planning, developing, and evaluating customer experience programs for all commodity, conservation and technical assistance, credit, crop insurance, disaster, and other FSA, NRCS, and RMA programs.

  • Engages the assigned agency(ies) to improve customer understanding and ensure the organization is making business decisions around customer need, persistently and continuously improve program delivery, facilitate working together across organizational silos. Designs and conducts complex analytical studies that are of special interest FPAC and/or its agencies.

Conceives, initiates, monitors, and manages studies and projects dealing with the most challenging problems in the customer experience area that are of national significance.

  • Use data to baseline and assess the needs of farmers, ranchers, and foresters in order to identify, evaluate, and analyze gaps and improvements necessary to provide the optimal CX and service delivery models including: Determine mechanisms for data collection; Data collection and analysis; Establish and track KPIs; Track progress against performance baselines.

  • Utilizes and develops a variety of analytical methods requiring the application of complex mathematical/statistical research techniques. Develops recommendations for changes to CX strategic planning and guidance documents based on complex studies and analytical and evaluative methods. Assignments require analysis of interrelated issues of effectiveness, efficiency, and productivity affecting major programs of the FPAC Customer Experience programs.

Travel Required

Occasional travel - Occasional travel may be required.

Supervisory status

No

Promotion Potential
14

  • Job family (Series)
    0301 Miscellaneous Administration And Program

  • Requirements

HelpRequirements Conditions of Employment

  • You must be a U.S. Citizen or U.S. National.

  • Males born after 12/31/59 must be Selective Service registered or exempt.

  • Satisfactory background investigation and/or fingerprint check.

  • Successful completion of a one-year probationary or trial period.

BACKGROUND INVESTIGATION AND FINGERPRINT CHECK: Selection and retention in this position is contingent upon a successfully adjudicated FBI National Criminal History Check (fingerprint check) and a background investigation.

Qualifications

Applicants must meet all qualifications and eligibility requirements by the closing date of the announcement including time-in-grade restrictions, specialized experience and/or education, as defined below.

Time-in-grade: Applicants must meet one year at the next lower grade to be considered for the next higher grade (e.g. one year at the GS-13 grade level for consideration for the GS-14 grade level.).

For the GS-14 level: Applicants must have one year of specialized experience (equivalent to the GS-13 level) that demonstrates experience:

  • Leading, managing studies and projects of national significance that focus on customer engagement;

  • Analyzing data and developing strategies, procedures and practices to improve programs; and

  • Presenting objectives of the customer program to key government and private officials.

For more information on the qualifications for this position, click here: http://www.opm.gov/qualifications/Standards/group-stds/gs-admin.asp

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

THE SUBSTITUTION OF EDUCATION IS NOT QUALIFYING FOR THE GS-14 LEVEL.


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Customer Experience Specialist

Expired Job

Department Of Agriculture