Job Details
Job Title Customer Experience Strategist Job Description **Job Summary**
This position is located in the Office of Human Capital and Talent Managements Workforce Planning, Policy, and Systems Management(HCTM/PPSM). The Customer Experience Strategist will work in PPSMs Program Team, which provides comprehensive oversight and coordination of HCTM strategy and implementation of priority initiatives.
As a well-versed expert on developing and implementing customer experience strategies, the Customer Experience Strategist serves as a technical advisor in matters, issues, and questions pertaining to customer experience. In particular, the incumbent supports HCTMs efforts to strengthen its culture of customer service by developing and implementing a customer experience action plan that includes various projects and initiatives. The strategist will work closely with HCTM staff, including Center Directors and HCTMs leadership team, to identify opportunities to improve the overall customer experience (e.g., staff interactions, systems processes, quality assurance etc.), set goals, create work plans, and track progress towards those improvements.
The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Employee may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.
**Essential Functions and Responsibilities**
**Customer Service Analysis and Advisory Services**
* Serve as technical advisor in matters, issues, and questions pertaining to customer experience and/or assigned areas. Identify, develop, manage, and lead initiatives to improve customer experience and HCTMs service delivery, increase HCTMs customer experience maturity, and apply government-wide leading practices outlined in and from the private, state, local, and other sectors.
* Work with stakeholders across HCTM and USAID to identify and solve challenging problems; streamline HCTMs processes to improve the customer experience; and build mutual understanding between HCTM and its customers.
* Empower and support HCTM centers and staff to develop metrics, measure results, and integrate new processes and strategies into existing systems to improve customer service outcomes.
* Identify, recommend, and/or develop in-depth and refresher Customer Service training courses for HCTM staff.
**Project Development, Implementation, and Liaison Services**
* Distil project goals and research questions into a well thought-out action plan.
* Design and undertake complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds. Studies are typically designed to provide information that assists HCTM and USAID senior management in the Agencys diverse HR program areas, improve program delivery, and identify actual or potential problem areas impacting program operations and customer experience in the short and long term.
* Develop and implement mechanisms and methodologies for gathering or using existing quantitative and qualitative data to help HCTM stakeholders understand their customers; develop insights to inform decision-making; identify and scope problems; and embark on new research areas worth exploring through innovative methods. This could include designing surveys, conducting interviews, focus groups, usability test sessions, secondary research, observational studies, etc.
* Review, evaluate, distill, and synthesize data to uncover issues, identify trends, and provide insights that drive organizational strategy.
* Plan and facilitate workshops, meetings, and/or other interactive sessions to gather feedback and insight from key customers and stakeholders.
* Document, package, and present findings, insights, and recommendations via reports, presentations, and/or other outputs as needed. Make research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos, experiences and exhibits.
* Performs other duties, as assigned.
Travel Requirements 0 - 10% Job Requirements **Education and/or Experience**
Bachelors degree preferred
**Qualifications and Requirements**
Experience developing customer experience strategies and managing customer experience implementation processes;
Experience applying design techniques in service of positive customer outcomes;
Knowledge of trends in customer experience;
Excellent problem solving, critical thinking, and analytical skills;
Demonstrated experience conducting research and analysis;
Demonstrated ability to manage multiple high-priority projects and/or tasks under pressure with short deadlines in a fast-paced environment;
Exceptional customer service skills to meet requirements of a demanding customer base under tight deadlines;
Detail- and deadline-oriented, and well organized;
Self-starter and motivated to learn new systems;
Excellent oral and written English communication skills;
Ability to communicate technical information to non-technical audiences; and
Strong interpersonal skills.
**Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.**
**MUST BE ABLE TO OBTAIN AND MAINTAIN USAID FACILITY ACCESS**
Location USAID EH - Washington, DC 20004 US (Primary)
Education Bachelor's Degree