customer relations Washington, DC
US Economic Development Administration
Full Time
Washington, DC
145617 - 64957 USD ANNUAL Today
Job description
About EDA
The U.S. Economic Development Administration's investment policy is designed to establish a foundation for sustainable job growth and the building of durable regional economies throughout the United States. This foundation builds upon two key economic drivers - innovation and regional collaboration. Innovation is key to global competitiveness, new and better jobs, a resilient economy, and the attainment of national economic goals. Regional collaboration is essential for economic recovery because regions are the centers of competition in the new global economy and those that work together to leverage resources and use their strengths to overcome weaknesses will fare better than those that do not. EDA encourages its partners around the country to develop initiatives that advance new ideas and creative approaches to address rapidly evolving economic conditions.
Mission
To lead the federal economic development agenda by promoting innovation and competitiveness, preparing American regions for growth and success in the worldwide economy.
This vacancy is for a Customer Experience Strategist (CX) (Public Notice Flyer) in the Economic Development Administration within the Department of Commerce.
Duties:
The Customer Experience (CX) Strategist aligns CX strategy to EDA's mission, vision, core values and strategic priorities and mission. Through this position, EDA will cultivate relationships with customers and strategic business partners, uphold the highest standards of integrity, ensure positive customer journeys, and brand EDA as one of the most highly regarded service providers and professional consultants.
As a Customer Experience Strategist (CX) (Public Notice Flyer), you will perform the following duties:
- Possess an understanding of how core functional strategic components (governance, measurement, people, technology, service design, and process) fit together and implement a systemic and holistic approach to CX efforts. Map a theory of change between administrative efforts and the desired change, including appropriate ways to measure progress. Ability to successfully communicate the impact of good design to stakeholders and leadership with a variety of professional backgrounds.
Apply design techniques in service of positive customer outcomes, which could include deep knowledge of design thinking, service design, content design, product design, behavioral science, ethnographic research, usability research, or accessibility assessment (including 508 standards) practices. The incumbent develops service procedures, policies and standards, service level agreements and plans to meet customers' needs and aligns with goals. Oversees and assists with the development of action plans, schedules, and milestones necessary to effectively forecast workload and strategic planning efforts. Oversees implementation of strategies to increase performance of service, products and overall customer experience.
Monitor schedules to ensure acceptable service levels and completion of mission requirements. Produces and/or reviews reports and data visualizations that include categorization of customer inquiries to track trend patterns and identify opportunities for improvement. Determines causes of unfavorable trends and develops corrective actions. Ensures processes reflect a proactive approach to reduce, eliminate, automate, replace, or simplify the number of daily tasks and efforts EDA staff and/or program managers must manage, focusing on nonvalue-added administrative tasks. Oversees and ensures customer data are accurately entered into automated systems and databases.
This Job Opportunity Announcement may be used to fill other Customer Experience Strategist (CX) (Public Notice Flyer) GS-0301-9/11/12/13 positions within the Economic Development Administration in the same geographical location with the same qualifications and specialized experience.
How to Apply
INSTRUCTIONS FOR SUBMITTING RESUMES AND SUPPORTING DOCUMENTATION
You must be a U.S. citizen to apply for this position.
You must be a U.S. citizen to apply for this position.
Please visit usajobs.gov to read the full vacancy announcement. usajobs.gov vacancy link:
https://www.usajobs.gov/job/719136300#hiring-paths
All resumes and supporting documentation should be submitted to: [email protected] and include work experience in month/year format (MM/YYYY), reflecting starting date and ending date, and include the number of hours worked per week. You must submit college transcripts, as applicable.
Please submit a detailed resume (federal government format) and cover letter to [email protected]. The subject line of the email should specify:
- That this is a Tech Hub/Recompete position;
- title of position - Customer Experience Strategist (CX)
- geographic location of the employment opportunity - Washington, D.C.
Administrative positions are located in EDA Headquarters, Washington, DC. For Administrative positions that are not listed below (i.e. human resources, policy, procurement, etc.), subject line of the email should read as: Administrative (enter respective function, i.e. policy).
How to write a federal resume: https://www.indeed.com/career-advice/resumes-cover-letters/how-to-write-a-federal-resume
About US Economic Development Administration
CEO: Penny Pritzker
Revenue: Unknown / Non-Applicable
Size: 201 to 500 Employees
Type: Government
Website: www.eda.gov/home/edahomepage.xml
Year Founded: 1965
US Economic Development Administration
www.eda.gov/home/edahomepage.xml
Washington, DC
Penny Pritzker
Unknown / Non-Applicable
201 to 500 Employees
Government
National Agencies
1965
