Customer Experience Strategist

Duties

WHAT IS THE TAXPAYER EXPERIENCE OFFICEDIVISION?

A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:

Taxpayer Experience Office

• Multi-Channel Experience Office

The following are the duties of this position at the full working level.

• Serves as project manager for the planning, development, coordination, and implementation of taxpayer experience projects that impact multiple organizations and/or IRS locations. In this role, the incumbent provides support to the Senior Project Manager on all aspects of assigned projects. Provides key input to leadership and team members and ensures all project tracking and documentation aspects are completed accurately, thoroughly, and timely.

• Responsible for developing and managing the initial design of new program activities and may coordinate and consult with Department of Treasury and private industry sources. Represents the IRS interests and coordinates the impact of the projects with employees and managers in all affected areas within the Service and with individuals and organizations outside of the Service.

• Responsible for updating project control systems used by TXO. As needed, conducts reviews of projects/programs with TXO scope for the TXO and business liaisons related to the Taxpayer Experience Strategy.

• Responsible for the planning, development, coordination, implementation, and assessment of assigned TXO projects/programs. Proactively consults with Senior Project Manager, business unit managers and leadership to identify/define customer needs and requirements relative to employee compliance with safety, security, incident and emergency management protocol.

• Consults with Senior Project Manager, business unit manager and executives to establish and define overall goals and objectives related to the projects/programs and discusses the full range of impact and implementation aspects of the projects/programs. Prepares work plans and schedules for various phases of project accomplishment. Ensures that plans are consistent with Service goals and objectives. Supports the Senior Project Manager in identifying project resources to meet goals and objectives and as needed, recommends adjustment of resources. Resolves any relationship problems or conflicts that impede progress.

Help

Requirements

Conditions of Employment

• Telework Eligible Positions: Telework eligible positions do not guarantee telework. Employees must meet and sustain IRS telework eligibility requirements (e.g., reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program. Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. As a reminder

• If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.

• Must be a U.S. Citizen or National and provide proof of U.S. Citizenship. (Birth certificate showing birth in the U.S; Unexpired U.S. Passport; Certificate of Citizenship or Naturalization; or Report of Birth Abroad of a U.S. Citizen (Form FS-240))

• A 1-year probationary period is required.

• Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.

• Undergo a review of prior performance/conduct and an income tax verification. Refer to "Get Your Tax Record" at http://www.irs.gov/(https://www.irs.gov/individuals/get-transcript) to check the status of your account, balance owed, payment history, make a payment, or review answers to tax questions. If you are not in compliance, you will be determined unsuitable for employment with IRS.

• Must successfully complete a background investigation, including a FBI criminal history record check (fingerprint check).

• Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency.

• If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.

• Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies.

• The employment of any candidate, including a current employee or a new hire, selected for this position may be conditional upon classification and/or audit of federal tax returns. This audit may include up to 2 years of returns.

• Obtain and use a Government-issued charge card for business-related travel.

Qualifications

Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis.

To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.

You must meet the following requirements by the closing date of this announcement:

QUALIFICATION REQUIREMENTS: To qualify for this position, you must meet the qualification requirements outlined below:

GS-13 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized experience includes experience using a wide range of analytical and evaluative methods and techniques, both qualitative and quantitative; experience using management and organizational principles to apply to programs, projects, and studies concerning the efficiency and effectiveness of operations and means to improve them. Experience with project management principles to evaluate complex projects and studies and experience identifying problem areas, trends, deficiencies, or other similar factors affecting operations; excellent oral and written communication skills sufficient to prepare and present findings, recommendations, and deliver briefings on a multitude of subjects and to meet and deal effectively with a wide range of co-workers, executives, and leaders within and/or outside the Service.

AND

MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks.

AND

TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens".

For more information on qualifications please refer to OPM's Qualifications Standards.

Education

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected.

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

Additional information

• We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled.

• The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages.

• This is a bargaining unit position.

• Tour of Duty: Monday through Friday Day Shift

• Start and stop times between 6:00 a.m. and 6:00 p.m.

• Alternative work schedule, staggered work hours or telework may be available.

• In the event that a building is closed due to rent management, new hires may be placed in a local commuting location.

• Relocation expenses - none.

• The Fair Chance to Compete for Jobs Act prohibits the Department of Treasury and its bureaus from requesting an applicant's criminal history record before that individual receives a conditional offer of employment. In accordance with 5 U.S. Code § 9202(c) and 5 C.F.R § 920.201 certain positions are exempt from the provisions of the Fair Chance to Compete Act. Applicants who believe they have been subjected to a violation of the Fair Chance to Compete for Jobs Act, may submit a written complaint to the Department of Treasury by email at, FairChanceAct@treasury.gov. To learn more, please visit our page at: Treasury.gov/fairchanceact.

Read more