Customer Experience Product Developer
Duties WHAT IS THE NATIONAL HEADQUARTERS (HQ) DIVISION? A description of the business units can be found at:
Vacancies will be filled in the following specialty areas:
IRN - IRS Next The following are the duties of this position at the full working level.
If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.
Provides support to the Senior Customer Experience Product Developer on all aspects of assigned projects improving customer experience products.
Plans the customer experience products framework and strategy, building on industry best practices and lessons learned to transform the internal and external customer experiences to create best in class customer experience products.
Designs the framework to build customer experience products, manages workload, resources, and sets program priorities in alignment with the Strategic Plan.
Responsible for engaging partners across the Service in efforts to improve understanding of customer needs, identify and assess internal customer experience product pain points and areas of potential improvement.
Leverages deep user understanding with the goal of improving the customer experience.
Develops initial customer experience products internal infrastructure with interdisciplinary teams to address consistent, clear, and intuitive customer interactions to develop a high-quality experience.
Evaluates and monitors measures and solutions to improve internal and external customer experiences across critical touchpoints.
Designs customer experience products and best practices, including establishing standards.
Considers the implications of emerging technological developments, economic, and social trends, in the development of process and quality improvement best practices and methodologies.
Plans, designs, coordinates, and recommends customer experience products and taxpayer experience products that impact multiple organizations and IRS locations.
Provides key input to Senior Customer Experience Product Developer and team members and ensures all project tracking and documentation aspects are completed accurately, thoroughly, and timely.
Conducts and manages periodic audits of quality requirements.
Analyzes audit results to ensure appropriate quality standards and operational definitions are in place including preparing and reporting formal audit reports.
Develops and maintains metrics for customer experience products.
Works with partners across the Service to drive business decisions that will better support the design of products and services and facilitate working together across organizational silos, to create a system of shared values and behaviors, for delivering a great customer experience.
Ensures that plans are consistent with Service goals and objectives.
Supports the Customer Experience Product Developer in identifying project resources to meet goals and objectives and as needed, recommends adjustment of resources.
Resolves any relationship problems or conflicts that impede progress.
Performs other duties, as assigned.
Requirements Conditions of Employment Must be a U.
S.
Citizen or National and provide proof of U.
S.
Citizenship.
(Birth certificate showing birth in the U.
S; Unexpired U.
S.
Passport; Certificate of Citizenship or Naturalization; or Report of Birth Abroad of a U.
S.
Citizen (Form FS-240)) Must successfully complete a background investigation, including a FBI criminal history record check (fingerprint check).
Qualifications Federal experience is not required.
The experience may have been gained in the public sector, private sector or One year of experience refers to full-time work; part-timework is considered on a prorated basis.
To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.
You must meet the following requirements by the closing date of this announcement:
SPECIALIZED EXPERIENCE GS-12:
To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower grade level (GS-11) in the Federal Government.
Specialized experience includes:
Experience assisting with program/project management analytical and evaluative methods, techniques, and tools, both qualitative and quantitative.
Experience assisting on projects or studies and evaluating data results to develop and recommend strategies and solutions.
Experience working effectively in a team environment to accept and implement organization-wide recommendations.
Experience with verbal and written communication skills sufficient to organize and summarize information and document or articulate problems, issues, outcomes, and recommendations; Experience with preparing reports, presentations, and/or briefings.
SPECIALIZED EXPERIENCE GS-13:
To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower grade level (GS-12) in the Federal Government.
Specialized experience includes:
Experience with program/project management analytical and evaluative methods, techniques, and tools, both qualitative and quantitative.
Experience working on projects or studies of broad scope and evaluating data results to develop and recommend strategies and solutions.
Experience working effectively in a team environment to accept and implement organization-wide recommendations.
Experience with verbal and written communication skills sufficient to organize and summarize large amounts of information and document or articulate problems, issues, outcomes, and recommendations, and prepare reports, presentations, and/or briefings.
For more information on qualifications please refer to.
Education For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent.
An official transcript will be required if you are selected.
A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.
S.
Department of Education.
For a list of schools which meet these criteria, please refer to.
FOREIGN EDUCATION:
Education completed in foreign colleges or universities may be used to meet the requirements.
You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.
S.
education program.
It is your responsibility to provide such evidence when applying.
Click for Foreign Education Credentialing instructions.
Additional information Subject to a 1-year probationary period (unless already completed).
Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
We may select from this announcement or any other source to fill one or more vacancies.
Additional jobs may be filled.
This is a bargaining unit position.
Tour of Duty:
Day Shift Alternative work schedule, staggered work hours or telework may be available.
Obtain and use a Government-issued charge card for business-related travel.
Telework Eligible Positions:
Telework eligible positions do not guarantee telework.
Employees must meet and sustain IRS telework eligibility requirements (e.
g.
, reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program.
Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status.
As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.
If the position(s) are no longer needed prior to the closing date, this announcement may be closed early.
This is an open continuous announcement which will be used to fill vacancies in the locations listed as they become available for the next 12 months contingent upon funding and space requirements.
Applicants must apply and/or update their applications by 11:
59 pm ET at the close of the following cutoff dates to be considered:
Cutoff date(s):
10/30/2023.
This announcement may be amended to include additional cut-off dates within the 12 month period if needed, not later than 5 days prior to the additional cut-off date(s).
Eligible applicants in the highest category who apply by the initial cut-off date will be considered first.
If additional vacancies exist, applicants who applied after the initial cutoff date who place in the highest category will be considered next.
Selections from this announcement may be made no later than (NLT) 10/28/24.
A career with the U.
S.
government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
Contact the hiring agency for more information on the specific benefits offered.
Required Documents The following documents are required and must be provided with your application.
All application materials, including transcripts, must be in English.
Online Application - Questionnaire Education - See Education Section above Registration/License (if applicable) - active, current registration/license High School Diploma (or equivalent) - If you are 16 or 17 years of age, you MUST submit documentation of graduation from high school (or equivalent); OR completion of a formal vocational training program; OR statement from school authorities agreeing with your decision to pursue employment rather than continuing your education.
Please note that if you do not provide all required information, as specified in this announcement, your application will be determined incomplete, and you will not be considered for this position (or may not receive the special consideration for which you may be eligible).
How to Apply The following instructions outline our application process.
You must complete this application process and submit any required documents by 11:
59 p.
m.
Eastern Time (ET) on 07/29/2024 and/or cut-off dates in this announcement.
We are available to assist you during business hours (normally 8:
00 a.
m.
- 4:
00 p.
m.
ET, Monday - Friday).
If applying online poses a hardship, please contact us by noon ET on 07/29/2024.
To preview the Application Questionnaire, please click the following link:
To begin the application process, click the Apply Online button.
You will be re-directed to USA STAFFING to complete your application process; answer the online questions and submit all required documents.
(To submit supporting documents, import documents from USAJOBS to the appropriate document types.
If the document you need was not imported from USAJOBS, you may upload it directly into this application.
To protect your privacy, we suggest you first remove your SSN).
To complete, you must click the Submit Application button prior to 11:
59 PM (ET) on 07/29/2024.
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account ().
There you will find a record of your application, the application status, and an option to Update Application.
This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account:
.
All of your applications will appear on the Welcome page.
The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application.
The Application Status will appear along with the date your application was last updated.
For information on what each Application Status means, visit:
.
Agency contact information IRS Cincinnati ExternalEmail Address HQ - National Headquarters 1111 Constitution Ave NW Washington, DC 20224 USNext steps Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at.
We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process.
Once your application package and online questionnaire is received you will receive an acknowledgement email.
You are responsible for checking status updates and notifications in USAJOBS.
Hard copy notifications will not be sent to you.
You may check the status of your application for this position at any time by logging onto the USAJOBS My Account tab and clicking on Application Status.
For a more detailed update of your application status, you may click on more information.
Please notify us if your contact information changes after the closing date of the announcement.
If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position.
Fair & Transparent The Federal hiring process is set up to be fair and transparent.
Please read the following guidance.
Recommended Skills Auditing Communication Credentialing Customer Demand Planning Customer Experience Economy Estimated Salary: $20 to $28 per hour based on qualifications.
Vacancies will be filled in the following specialty areas:
IRN - IRS Next The following are the duties of this position at the full working level.
If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position.
Provides support to the Senior Customer Experience Product Developer on all aspects of assigned projects improving customer experience products.
Plans the customer experience products framework and strategy, building on industry best practices and lessons learned to transform the internal and external customer experiences to create best in class customer experience products.
Designs the framework to build customer experience products, manages workload, resources, and sets program priorities in alignment with the Strategic Plan.
Responsible for engaging partners across the Service in efforts to improve understanding of customer needs, identify and assess internal customer experience product pain points and areas of potential improvement.
Leverages deep user understanding with the goal of improving the customer experience.
Develops initial customer experience products internal infrastructure with interdisciplinary teams to address consistent, clear, and intuitive customer interactions to develop a high-quality experience.
Evaluates and monitors measures and solutions to improve internal and external customer experiences across critical touchpoints.
Designs customer experience products and best practices, including establishing standards.
Considers the implications of emerging technological developments, economic, and social trends, in the development of process and quality improvement best practices and methodologies.
Plans, designs, coordinates, and recommends customer experience products and taxpayer experience products that impact multiple organizations and IRS locations.
Provides key input to Senior Customer Experience Product Developer and team members and ensures all project tracking and documentation aspects are completed accurately, thoroughly, and timely.
Conducts and manages periodic audits of quality requirements.
Analyzes audit results to ensure appropriate quality standards and operational definitions are in place including preparing and reporting formal audit reports.
Develops and maintains metrics for customer experience products.
Works with partners across the Service to drive business decisions that will better support the design of products and services and facilitate working together across organizational silos, to create a system of shared values and behaviors, for delivering a great customer experience.
Ensures that plans are consistent with Service goals and objectives.
Supports the Customer Experience Product Developer in identifying project resources to meet goals and objectives and as needed, recommends adjustment of resources.
Resolves any relationship problems or conflicts that impede progress.
Performs other duties, as assigned.
Requirements Conditions of Employment Must be a U.
S.
Citizen or National and provide proof of U.
S.
Citizenship.
(Birth certificate showing birth in the U.
S; Unexpired U.
S.
Passport; Certificate of Citizenship or Naturalization; or Report of Birth Abroad of a U.
S.
Citizen (Form FS-240)) Must successfully complete a background investigation, including a FBI criminal history record check (fingerprint check).
Qualifications Federal experience is not required.
The experience may have been gained in the public sector, private sector or One year of experience refers to full-time work; part-timework is considered on a prorated basis.
To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.
You must meet the following requirements by the closing date of this announcement:
SPECIALIZED EXPERIENCE GS-12:
To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower grade level (GS-11) in the Federal Government.
Specialized experience includes:
Experience assisting with program/project management analytical and evaluative methods, techniques, and tools, both qualitative and quantitative.
Experience assisting on projects or studies and evaluating data results to develop and recommend strategies and solutions.
Experience working effectively in a team environment to accept and implement organization-wide recommendations.
Experience with verbal and written communication skills sufficient to organize and summarize information and document or articulate problems, issues, outcomes, and recommendations; Experience with preparing reports, presentations, and/or briefings.
SPECIALIZED EXPERIENCE GS-13:
To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower grade level (GS-12) in the Federal Government.
Specialized experience includes:
Experience with program/project management analytical and evaluative methods, techniques, and tools, both qualitative and quantitative.
Experience working on projects or studies of broad scope and evaluating data results to develop and recommend strategies and solutions.
Experience working effectively in a team environment to accept and implement organization-wide recommendations.
Experience with verbal and written communication skills sufficient to organize and summarize large amounts of information and document or articulate problems, issues, outcomes, and recommendations, and prepare reports, presentations, and/or briefings.
For more information on qualifications please refer to.
Education For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent.
An official transcript will be required if you are selected.
A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.
S.
Department of Education.
For a list of schools which meet these criteria, please refer to.
FOREIGN EDUCATION:
Education completed in foreign colleges or universities may be used to meet the requirements.
You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.
S.
education program.
It is your responsibility to provide such evidence when applying.
Click for Foreign Education Credentialing instructions.
Additional information Subject to a 1-year probationary period (unless already completed).
Have your salary sent to a financial institution of your choice by Direct Deposit/Electronic Funds Transfer.
We may select from this announcement or any other source to fill one or more vacancies.
Additional jobs may be filled.
This is a bargaining unit position.
Tour of Duty:
Day Shift Alternative work schedule, staggered work hours or telework may be available.
Obtain and use a Government-issued charge card for business-related travel.
Telework Eligible Positions:
Telework eligible positions do not guarantee telework.
Employees must meet and sustain IRS telework eligibility requirements (e.
g.
, reporting at least twice a pay period to your assigned Post of Duty (POD)) and supervisor's approval to participate in the IRS Telework Program.
Employees must also be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status.
As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.
If the position(s) are no longer needed prior to the closing date, this announcement may be closed early.
This is an open continuous announcement which will be used to fill vacancies in the locations listed as they become available for the next 12 months contingent upon funding and space requirements.
Applicants must apply and/or update their applications by 11:
59 pm ET at the close of the following cutoff dates to be considered:
Cutoff date(s):
10/30/2023.
This announcement may be amended to include additional cut-off dates within the 12 month period if needed, not later than 5 days prior to the additional cut-off date(s).
Eligible applicants in the highest category who apply by the initial cut-off date will be considered first.
If additional vacancies exist, applicants who applied after the initial cutoff date who place in the highest category will be considered next.
Selections from this announcement may be made no later than (NLT) 10/28/24.
A career with the U.
S.
government provides employees with a comprehensive benefits package.
As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
Contact the hiring agency for more information on the specific benefits offered.
Required Documents The following documents are required and must be provided with your application.
All application materials, including transcripts, must be in English.
Online Application - Questionnaire Education - See Education Section above Registration/License (if applicable) - active, current registration/license High School Diploma (or equivalent) - If you are 16 or 17 years of age, you MUST submit documentation of graduation from high school (or equivalent); OR completion of a formal vocational training program; OR statement from school authorities agreeing with your decision to pursue employment rather than continuing your education.
Please note that if you do not provide all required information, as specified in this announcement, your application will be determined incomplete, and you will not be considered for this position (or may not receive the special consideration for which you may be eligible).
How to Apply The following instructions outline our application process.
You must complete this application process and submit any required documents by 11:
59 p.
m.
Eastern Time (ET) on 07/29/2024 and/or cut-off dates in this announcement.
We are available to assist you during business hours (normally 8:
00 a.
m.
- 4:
00 p.
m.
ET, Monday - Friday).
If applying online poses a hardship, please contact us by noon ET on 07/29/2024.
To preview the Application Questionnaire, please click the following link:
To begin the application process, click the Apply Online button.
You will be re-directed to USA STAFFING to complete your application process; answer the online questions and submit all required documents.
(To submit supporting documents, import documents from USAJOBS to the appropriate document types.
If the document you need was not imported from USAJOBS, you may upload it directly into this application.
To protect your privacy, we suggest you first remove your SSN).
To complete, you must click the Submit Application button prior to 11:
59 PM (ET) on 07/29/2024.
To update your application, including supporting documentation, at any time during the announcement open period, return to your USAJOBS account ().
There you will find a record of your application, the application status, and an option to Update Application.
This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account:
.
All of your applications will appear on the Welcome page.
The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application.
The Application Status will appear along with the date your application was last updated.
For information on what each Application Status means, visit:
.
Agency contact information IRS Cincinnati ExternalEmail Address HQ - National Headquarters 1111 Constitution Ave NW Washington, DC 20224 USNext steps Treasury believes in a working environment that supports inclusion; please view our reasonable accommodation policies and procedures at.
We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process.
Once your application package and online questionnaire is received you will receive an acknowledgement email.
You are responsible for checking status updates and notifications in USAJOBS.
Hard copy notifications will not be sent to you.
You may check the status of your application for this position at any time by logging onto the USAJOBS My Account tab and clicking on Application Status.
For a more detailed update of your application status, you may click on more information.
Please notify us if your contact information changes after the closing date of the announcement.
If your email mailbox is full or blocked (SPAM) you may not receive important communication that could affect your consideration for this position.
Fair & Transparent The Federal hiring process is set up to be fair and transparent.
Please read the following guidance.
Recommended Skills Auditing Communication Credentialing Customer Demand Planning Customer Experience Economy Estimated Salary: $20 to $28 per hour based on qualifications.
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