Customer Experience Strategist (Nte 1Yr, Mbe, Mbp)

Internal Revenue Service | Palm Springs, CA

Posted Date 5/01/2024
Description Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at www.jobs.irs.govWHAT IS THE TAXPAYER EXPERIENCE OFFICE (TXO) DIVISION?
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:
INSIGHT AND ANALYTICS OFFICE

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.
  • Build understanding within Federal programs and services of who their customers are, the needs trying to be met, the value the public seeks from Federal services, and the moments that matter most in affecting the taxpayer experience.
  • Creatively gather and package compelling customer feedback, research, and other data to develop insights to support leadership decision-making.
  • Assist in bringing together the right people and supporting culture to develop strategies for improving the taxpayer experience and plan for achieving measurable outcomes.
  • Assist with driving opportunities and projects through to completion creatively within a bureaucracy, while maintaining respect for colleagues and tactfully building coalitions of support.
  • Monitor and prioritize the taxpayer experience while helping to coordinate identification of taxpayer trends and collaborate on the implementation of improvements Service wide to support the Taxpayer Experience Strategy.

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:

SPECIALIZED EXPERIENCE: GS-14 LEVEL: To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower grade level (GS-13) in the Federal Government. Specialized experience includes: Experience with program/project management analytical and evaluative methods and techniques, both qualitative and quantitative, to accomplish complex projects or studies of broad scope and translating data into insight, strategy, and design direction. Knowledge of modern user research tools, including analytic tools for data analysis. Experience promoting and supporting a collaborative team environment to negotiate effectively to accept and implement recommendations that are service-wide in scope. Experience communicating effectively and persuasively in a variety of situations; using written and verbal communication skills with diverse audiences sufficient to organize and summarize large amounts of information and document or articulate problems, issues, outcomes, and recommendations quickly and clearly for leadership briefings.

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.

Salary122,198.00 - 191,900.00 Annual

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