Customer Experience Strategist

You must meet the United States Office of Personnel Management’s (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. OPM Qualifications Standards are available at Miscellaneous Administration and Program Series 0301. Specialized Experience is experience that has equipped applicants with the particular knowledge, skills and abilities to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-13. Specialized experience for this position includes: Experience managing customer experience surveys, including designing surveys, creating dashboards, analyzing results, and sharing findings. Experience leading customer experience projects that include conducting qualitative research, analyzing customer feedback, and sharing insights to improve product or service delivery. Experience presenting or providing training about customer experience, survey methodology, research results, and human-centered design. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Visualize your career at an agency that celebrates, supports and thrives on building the bridge that ensures intellectual property (IP) rights are accessible to everyone. As the Customer Experience Strategist, you will support the CX Division in engaging USPTO to improve its understanding of customer needs and drive customer-centric business decisions!