Customer Experience Product Developer

Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at www.jobs.irs.gov This job is open to Career transition (CTAP, ICTAP, RPL) Federal employees who meet the definition of a "surplus" or "displaced" employee. The public U.S. Citizens, Nationals or those who owe allegiance to the U.S. Clarification from the agency Open to U.S. Citizens/Nationals Duties WHAT IS THE NATIONAL HEADQUARTERS (HQ) DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions 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)) - Undergo a review of prior performance/conduct and an income tax verification. Refer to "Get Your Tax Record" at http://www.irs.gov/ ( https://www.irs.gov/individuals/get-transcript ) to check the status of your account, balance owed, payment history, make a payment, or review answers to tax questions. If you are not in compliance, you will be determined unsuitable for employment with IRS. - Must successfully complete a background investigation, including a FBI criminal history record check (fingerprint check). - Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency. - Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9 . Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies . Qualifications Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. 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 OPM's Qualifications Standards . 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 Department of Education Accreditation page . 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 here 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. - If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so. - We may select from this announcement or any other source to fill one or more vacancies. Additional jobs may be filled. - The salary range indicated in this announcement reflects the minimum locality pay up to maximum locality pay for all duty locations listed. The range will be adjusted for selected duty location. General Schedule locality pay tables may be found under Salaries & Wages . - 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): 10/25/2023. 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. <div