Customer Experience Officer

Description:

Visualize your career at an agency that celebrates, supports and thrives on building the bridge that ensures intellectual property (IP) rights are accessible to everyone. As the Customer Experience Officer, you will define and manage the USPTO customer experience and customer engagement program to achieve the Federal High Impact Service Providers (HISP) goals!

Requirements:

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Miscellaneous Administration and Program Series 0301.

Specialized Experienceis experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-14.

Specialized experience for this position includes: Experience serving in a lead capacity in a Customer Experience operation, for an agency or organization. Experience serving as a project manager or leading customer experience projects that involves multidisciplinary teams and multiple research methods (e.g., qualitative and quantitative); Experience creating design artifacts (e.g., journey maps, personas, wireframes, storyboards) using an iterative process of incorporating customer perspectives to improve product or service delivery; and Experience solving problems and 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. Applicants should also possess the following supervisory competencies to be successful in this position:

Accountability: Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and rules.
Customer Service: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
Decisiveness: Makes well-informed, effective, and timely decisions, even when data are limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions.
Flexibility: Is open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles.
Integrity/Honesty: Behaves in an honest, fair, and ethical manner. Shows consistency in words and actions. Models high standards of ethics.
Interpersonal Skills: Treats others with courtesy, sensitivity, and respect. Considers and responds appropriately to the needs and feelings of different people in different situations.
Oral Communication: Makes clear and convincing oral presentations. Listens effectively; clarifies information as needed.
Problem Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.
Resilience: Deals effectively with pressure; remains optimistic and persistent, even under adversity. Recovers quickly from setbacks.
Written Communication: Writes in a clear, concise, organized, and convincing manner for the intended audience.

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.