Digital User Experience Researcher

Duties

WHAT IS THE ONLINE SERVICES DIVISION?

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

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

• Define problems, design research studies, conduct qualitative and quantitative research and usability testing, evaluate findings and recommend evidence-based solutions. Track UX research needs and goals and work with site metrics tools to conduct quantitative analysis of user behaviors and investigate waysto improve the end-user interaction with computer programsto increase satisfaction, brand loyalty, and overall use.

• Conduct UX research identifying the probable causes of digital service experience variances. Select and apply the most effective UX methodology and applications and ensure that project and study teams use appropriate UX research and analysis methodologies appropriate to solving UX problems; determining the types of data to be collected, formulating study methodologies, assisting functional activities in the implementation of taxpayer segments and analyzing data.

• Conduct activities associated with running a usability study, such as recruiting and screening participants with or without participant incentive, scheduling sessions, and writing test plans and scripts. Participate in studies, panels, and teamsfocusing on Servicewide policy statements and other written guidelines and recommendations governing the development or modification of user experience designs, prototypes and specifications.

• Consult with product managers, business leads and other UX team members to conduct research, presents findings and assist with programmatic and technical decision-making. Monitor, evaluate, and document the analysis and results of research studies and projects, and prepare final recommendations Create reports based on trends and user surveys, analyzing the information and reporting observations to members of the team, key stakeholders, and managers.

• Support, design, monitor and measure UX initiatives. Facilitate meetings with stakeholders to determine research needs, defining research goals and drafting research plans.

This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years.

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Requirements

Conditions of Employment

STANDARD POSITION DESCRIPTIONS (SPD):

PD98881, PD98882, and PD98883

Visit the IRS SPD Library to access the position descriptions.

• 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.

• 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-time work 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:

GS-9 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service:

Experience analyzing evaluating and planning processes and techniques to research the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience using current UX based research solutions to provide improved user experience in navigating websites. Using new and emerging UX technologies to make recommendations and to present a consistent branded and user-centric digital experience.

Experience preparing draft reports and other substantive guidelines and materials; Conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience.

OR You may substitute education for specialized experience as follows:

Master's or equivalent graduate degree or two full years of progressively higher-level graduate education leading to a master's or equivalent graduate degree

OR

LL.B. or J.D., if related.

OR

At least 1 year of combined graduate education and experience as defined in paragraphs above.

GS-11 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service:

Specialized experience for this position includes analyzing, evaluating and planning processes and techniques to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience using current UX based research solutions and analytical methods to provide improved user experience in navigating websites. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes and techniques to present a consistent branded and user-centric digital experience.

Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience and new product capabilities.

Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials.

OR You may substitute education for specialized experience as follows:

a Ph.D. or equivalent doctoral degree in a related field of study at an accredited college or university.

OR

3 full years of progressively higher-level graduate education leading to a Ph.D. degree in a related field of study.

OR

LL.M., if related

OR

At least 1 year of combined graduate education and experience as defined in paragraphs above.

GS-12 SPECIALIZED EXPERIENCE: You must have one year of specialized experience at a level of difficulty andresponsibility equivalent to the GS-11 grade level in the Federal service.Specialized experience for this position includes:

Experience using analytical, evaluative, and planning processes and techniques (quantitative and qualitative) to research and provide advice on the design, content creation and development strategies for the Web, mobile devices, and other digital taxpayer experiences. Experience Using current UX based research and analytics methods to conduct studies, deliver findings and advise management on service delivery or recommend changes including new policy or policy changes. Experience using new and emerging UX technologies to recommend alternatives and/or changes in methods, processes,and techniques to present a consistent branded and user-centric digital experience.

Using UX based research solutions to provide improved user experience in navigating websites. Experience identifying and assessing research needs to determine those that would be useful to audiences. Experience conducting studies using journey mapping, service blueprints, user stories, eco system maps and personal development to help improve customer experience and new product capabilities.

Experience using workload management techniques to establish priorities and manage deadlines. Preparing draft reports and other substantive guidelines and materials to make recommendations to management.

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

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected.

If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series.

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: 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 - no

Please consider each location carefully when applying. If you are selected for a position at one of your location selections, that location will become your official post of duty.

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