About this role
Job SummaryAs the Voice of the Customer Division Director, you will lead the enterprise-wide effort to strategically manage GSA's customer research efforts and customer insights, and to champion the customer experience vision throughout the organization. Location of position: General Services Administration, Office of Government-wide Policy, Location Negotiable After Selection We are currently filling one vacancy, but additional vacancies may be filled as needed.
QualificationsFor each job on your resume, provide: the exact dates you held each job (from month/year to month/year) number of hours per week you worked (if part time). If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume. The GS-15 salary range starts at $150,359 per year. Locality will be determined based on duty location. SPECIALIZED EXPERIENCE: You must have one year of specialized experience equivalent to the GS-14 or higher in the Federal service. Specialized experience is experience designing, executing, and providing oversight of government-wide surveys, designing and performing thorough, comprehensive analyses of customer journeys, and implementing improvements to the customer experience. Experience must include: (1) conducting research using data analytics to develop reports on customer trends; (2) consulting with business partners to align agency goals with customer objectives; and (3) presenting customer satisfaction findings and policy recommendations to senior-level leadership.
Major DutiesAs the Voice of the Customer Division Director, you will perform the following duties: Develop customer research and insights best practices for GSA. Work with research vendors to provide best-in-class research approaches for agility, speed and breakthrough insights. Lead key critical initiatives based on business goals, such as market landscape, customer targeting & positioning, and innovation. Oversee end-to-end design and execution of research and analytics projects (primary and secondary, qualitative and quantitative research). Assimilate large amounts of data, interrogate the data to answer our client's most pressing questions, and findings to demonstrate how results will address their business objectives. Drive impact by influencing "so-what's" by making concrete recommendations rooted in deep understanding of customers and businesses based on customer data. Work with stakeholders across functions and levels to solve challenging problems and empower the team to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems. Serve as a consultant to senior management and provide expert advice to generate and develop new hypotheses and theories of program components to explore state-of- the art practices that increase the efficiency and effectiveness of mission-critical programs. Present recommendations, provide briefings, and advice to senior level managers and governing bodies, stakeholder communities on methods to increase the effectiveness of how GSA collects and uses customer sentiment data and how it generates and uses customer insights. Justify and negotiate matters of a significant or controversial matter that governs the management of enterprise infrastructures and business processes. Manage the work of multiple, diverse teams simultaneously. Responsible for Division staffing and team performance. Responsible for Division performance plans and reviews. Ensure Portfolio Leads have resources and support to successfully manage their teams. Support and provide input into Annual Recruitment and hiring, talent decisions for Division. Support and monitor Learning and Development for staff.RequirementsIf selected, you must meet the following conditions: Serve a one year probationary period, if required. Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or NonCareer SES employee in the Executive Branch, you must disclose this information to the HR Office. Failure to disclose this information could result in disciplinary action including removal from Federal Service. Undergo and pass a background investigation (Tier 2 investigation level). Serve a one year supervisory or managerial probationary period, if required.