Customer Experience Analyst

Atlantic City, NJ, United States

** Customer Experience Analyst**

**Department of Transportation**

** Office of Information & Technology, Business Partnership Service, APS-002**

**Location**

1 vacancy in the following location:

+ ** Travel Required**

Occasional travel - The job may require travel from time- to-time, but not on a regular basis. The travel may be for training or other work-related duties.

**Duties**

The position is located within FAA Office of the Chief Information Office (AIT); Business Partnership Service, APS; Deputy Director, APS-002. The Customer Experience program is focused on enabling and enhancing the customer experience for all AIT products and services. This means we advocate for the Federal Aviation Administration (FAA) workforce by enabling and enhancing their service delivery experience and enabling intuitive IT solutions. The CX program is responsible for measurement and analysis of CX, engagement and outreach to our FAA business partners and oversight of the AIT Experience Center. compliance and alignment with the requirements of projects and/or other work activities.

Partnership Service. Develops and recommends approaches to address current and anticipated problems and issues. Works with management and/or more experienced professionals to solve problems.

Designs and performs complex CX 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 management in AITs diverse program areas, improve product and service delivery, and identify actual or potential problem areas impacting AIT operations and customer experience in the short and long term.

Documents, packages and presents findings, insights and recommendations via reports, presentations and/or other outputs as needed. Makes research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos, experiences and exhibits.

Works with stakeholders across AIT functions and levels to build customer understanding and solve challenging problems. Empowers teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.

Develops mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embarks 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.

Reviews, evaluates, distills and synthesizes data to uncover issues, identify trends and provide insights that drive organizational strategy.

Plans and facilitates workshops, meetings and/or other interactive sessions in order to gather feedback and insight from key customers and stakeholders.

Contacts are internal and external. Serves as technical advisor in matters, issues, and questions pertaining to customer experience and/or assigned areas and identifies, develops, manages, and leads initiatives to improve customer experience and Federal service delivery, increase agency/organization/program/service customer experience maturity, and apply government-wide leading practices outlined in A-11 Section 280 and from the private, state, local, and other sectors. For example, helping program managers identify opportunities to improve customer experience for their programs.

Work is reviewed rarely, typically though status reports and at project completion, to ensure policy compliance and alignment with the requirements of projects and/or other work activities.

Work activities typically impact directly on the objectives of one or more organizational units, major subdivisions, and/or LOB's/SO's and may affect the objectives of the FAA.

**Requirements**

** Conditions of Employment**

* Review the Additional Information Section of this vacancy announcement for important information regarding pre-employment COVID Vaccine requirement.

* US Citizenship is required.

* Selective Service Registration is required for males born after 12/31/1959.

* Must submit an SF50 (See Required Documents)

** Qualifications**

***To view the complete qualification standard, applicants should reference U.S. Office of Personnel Management the Group Qualification Standard for Administrative and Management Positions:***

To qualify for this position you must demonstrate in your application that you possess at least one year of specialized experience equivalent to FV-H / FG/GS-12. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position.

Specialized experience may include but not limited to: *Experience as an Analyst in a Customer Experience (CX) environment, designing and performing complex CX studies, initiatives, and data-gathering efforts for the planning and facilitating of workshops. This includes experience with designing surveys, conducting interviews & focus groups, usability test sessions, secondary research, or observational studies in order to recommend corrective action to customers.*

Applicants should include examples of specialized experience in their work history.

Qualifications must be met by the closing date of this vacancy announcement.

If the Agency decides to interview any qualified employee on the selection list, then all on the list who are qualified must be interviewed. If the selection list is shortened to a best qualified list through a comparative process, then the best qualified list shall be considered to be the selection list.

Selection may be made from this announcement or from ACT-AIT-22-APS002-75712 or ACT-AIT-22-APS002-76140.

Make sure your resume includes detailed information to support your qualifications and answers to the job questionnaire.

**Additional information**

We may use this vacancy to fill other similar vacant positions.

Position may be subject to a background investigation.

A one-year probationary period may be required.

The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies.

The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family.

If selected, you will be required to acknowledge/affirm that you are or will be prior to entering on duty, and will be required to provide proof of full COVID-19 vaccination upon entering on duty. If you are not fully vaccinated, your start date may be delayed until you are fully vaccinated or request and receive a legally required exception.

As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA.

In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work

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