Customer Experience Coordinator

Washington, DC, United States

** Customer Experience Coordinator**

**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 Officer (AIT); Business Partnership Service, APS; Deputy Director, APS-002. The Customer Experience (CX) program is focused on enabling and enhancing the customer experience for all AIT products and services, to give users an opportunity to experience and interact with technology in a meaningful way. 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. The Center will be a physical space at FAA Headquarters, with an emphasis on allowing virtual participation, designed with input from FAA employees. This position will support the CX program by coordinating activities for the AIT Experience Center.

Performs multiple and varying assignments under the limited direction of a manager, project/program manager, team leader, or more experienced professional. Acts as an individual contributor and/or member of a team and may perform some leadership functions for small projects/programs or other work activities.

* Coordinates activities that happen in the AIT Experience Center.

* Is responsible for marketing and socializing events in the Experience Center.

* Is responsible for all logistics related to activities and events in the Experience Center.

* Acts as point person for ensuring the physical space stays in ready state for all visitors to the space.

* Works closely with other FAA teams to support activities and events.

* Maintains inventory and order supplies for the Experience Center as needed.

* Organizes all shipping and receiving for the Experience Center.

* Assists in facilitation of activities and events in the Experience Center.

Demonstrates considerable independence in planning time and helping a manager, project/program manager, and/or team leader to plan and use assigned resources to accomplish projects/programs/activities. May identify and request additional resources, as needed.

Contacts typically are internal and external, with regular contacts among major subdivisions and LOB's/SO's, customers, and other external parties to share information about the FAA and explain the applications of policies and procedures.

Work is reviewed periodically, typically at major milestones and at completion, for policy compliance and alignment with the requirements of projects and/or other work activities.

**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.

** 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-G / FG/GS-10/11. 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 a coordinator in a Customer Experience (CX) environment collaborating with business partners to design solutions that meet their needs, to include outreach, promotion of organization initiatives, marketing, and presenting information to a diverse audience.*

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.

You may also be considered for this vacancy based on eligibility under the 30% or More Disabled Veteran Program, and Persons with Disabilities/Persons with Targeted Disabilities. To be considered for one of these special hiring authorities, you must identify your eligibility in your questionnaire in the Applicant-Preferred Conditions of Employment section. In addition, you must submit documentation that provides evidence of eligibility as indicated in the *How to Apply* section of the announcement.

Selection may be made from this announcement or from ACT-AIT-22-APS002-75710 or ACT-AIT-22-APS002-76132.

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 history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate.

Eligible applicants meeting the minimum qualification requirements and selective factor(s), if applicable, may be further evaluated on the Knowledge, Skills and Abilities (KSA listed in the announcement. Based on this evaluation, applicants will be placed in o

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