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Summary This position is within the Bureau of Administration, Planning, Resources, and Innovation Division, Office of Planning and Customer Experience. The incumbent in this position creatively gathers and packages compelling customer feedback, research, and other data to develop insights to support leadership decision making. The incumbent also brings together the right people and supporting culture to develop strategies and plans for achieving measurable outcomes that improve customer experience. Responsibilities Creates design artifacts (journey maps, personas, service blueprints). Conducts research with customers through interviews, focus groups, and/or surveys. Present research findings, customer feedback, and CX strategy recommendations to management and stakeholders. Develops and facilitates workshops or other interactive sessions using inclusive methods and practices (interviews, co-design) to build buy-in and gather experience insights among customers/stakeholders. Coaches teams on customer experience and design concepts, support adoption of customer-focused and service design artifacts and practices. Requirements Conditions of Employment Qualifications Applicants must meet all the required qualification requirements described below by the closing date of this announcement. Applicants must have 1 year of specialized experience equivalent to the GS-12 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience with program/project management analytical and evaluative methods and techniques, both qualitative and quantitative, to accomplish complex projects or studies of broad scope and translating data into insight, strategy, and design direction. Knowledge of modern user research tools, including analytic tools for data analysis. Experience promoting and supporting a collaborative team environment to negotiate effectively to accept and implement recommendations that are service-wide in scope. Experience communicating effectively and persuasively in a variety of situations; using written and verbal communication skills with diverse audiences sufficient to organize and summarize large amounts of information and document or articulate problems, issues, outcomes, and recommendations quickly and clearly for leadership briefings. There is no substitute of education for specialized experience for the GS-13 position. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Education Education requirements do not apply to this vacancy announcement. Additional Information For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or OAA@state.gov. If eligible, telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.
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Description
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Description We are offering a contract to hire employment opportunity for a Customer Experience Specialist in Washington, DC. As a key member of our team, you will be tasked with providing exceptional customer service via phone and email, managing client accounts, and troubleshooting issues related to our online survey tools.
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Project Managers lead and direct teams accountable for achieving project objectives, effective integration of new systems and technologies, meeting time and budget requirements, directing all project resources in accordance with guidelines, in order to realize the desired business goals for the project(s) while driving strong customer satisfaction.
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Summary This vacancy announcement will be open from September 9th, 2024 to September 13th, 2024 or when 50 applications have been received. The vacancy will close on whichever day the first of these conditions are met. If the application limit is reached on the same day the announcement opened, the open and close date will be the same. Candidates are encouraged to read the entire announcement before submitting their application packages. Responsibilities Student Trainee (Program Analysis) OBO/COMP/FM/CB GS-07 Duties: This position is located in the Bureau of Overseas Buildings Operations, Comptroller, Office of Financial Management, Capital Budget Division (OBO/COMP/FM/CB). FM provides accounting, budgeting, and financial management services for all OBO programs with responsibility for coordinating budget development, tracking the review and approval process. allocating funds, maintaining financial controls, tracking expenditures and processing vendor invoices for payment. Responsibilities for the position include providing support for all phases and requirements of the budget formulation and execution processes for assigned programs accounts or projects; compiling facts and findings for use by managers; maintaining internal controls to assure data integrity and prevent misused of resources; and completing special projects pertaining to budget and financial management. Requirements Conditions of Employment Qualifications GS-07: Completion of 1 full academic year (18 credits) of graduate-level education OR Eligibility under the Superior Academic Achievement Provision and completion of a bachelor’s degree; AND be currently accepted to/enrolled in a qualifying degree or certificate program. YOU MUST ATTACH: 1. Transcripts that clearly show total credits, GPA, and degree(s). 2. Valid Proof of Enrollment (POE) actively showing you are currently enrolled in Fall 2024 or Spring 2025 Semester. Education An individual who needs to complete less than the equivalent of half an academic/vocational or technical course-load immediately prior to graduating is still considered a student for the purposes of this Program. The Pathways Internship Program targets students accepted for enrollment or currently enrolled in a qualifying educational program in an accredited institution, on a full or half-time basis with paid opportunities to work in agencies and explore Federal careers while still in school. Applicants must meet the definition of \"student\" in order to be considered for this opportunity. Internship appointments under the Internship Experience Program (IEP) are non-temporary and can last the duration of the student\'s academic program. This will be determined at the time of selection. At the successful conclusion of the program, interns may be eligible for non-competitive conversion to a Federal career or career-conditional position in the competitive service. Conversions to the competitive service are not guaranteed. Pathways candidates must meet the DOS qualification standards applicable to the position being filled. All applicants must meet the qualifications by the closing date of this announcement. Cumulative GPA of 2.0 at time of application and must maintain at least a 2.0 GPA throughout the entire Pathways Internship appointment; Degree does not have to be related to the position/series; however to be eligible, candidate must meet the OPM qualification standards for the position to which the Intern may be converted. Certificate Requirements: Undergraduate certificates must contain a minimum of 30 semester hours or 45 quarter hours. Graduate certificates must contain a minimum of 18 semester hours or 27 quarter hours. For study at a business or technical school, 36 weeks of study (20+ classroom hours per week) is comparable to 1 academic year above high school. The Department of State no longer accepts certificates that are credited with Continuing Education Units (CEUs). Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Education completed in foreign colleges or universities may be used to meet the education requirements if you can show that the foreign education is comparable to that received in an accredited educational institution in the United States. It is your responsibility to provide such evidence at the time of application. Late submissions of proof of accreditation will not be accepted. Click on the link for a list of accredited organizations recognized as specializing in interpretation of foreign education credentials. Student means an individual accepted for enrollment or enrolled and seeking a degree (diploma, certificate, etc.) in a qualifying educational institution, on a full or half-time basis (as defined by the institution in which the student is enrolled), including awardees of the Harry S. Truman Foundation Scholarship Program under Public Law 93-842. Students need not be in actual physical attendance, so long as all other requirements are met. An individual who needs to complete less than the equivalent of half an academic/vocational or technical course-load immediately prior to graduating is still considered a student for purposes of this Program. Additional Information Pathways Internship Experience Program (IEP) appointments are made on a non-temporary basis. Further information on Conversion to the Competitive Service can be found by clicking here REASONABLE ACCOMMODATION - For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or oaa@state.gov. EMPLOYMENT ELIGIBILITY VERIFICATION PROGRAM (E-Verify) – U.S. law requires organizations to employ only individuals who may legally work in the United States - either U.S. citizens, or foreign citizens who have the necessary authorization. This agency utilizes E-Verify to compare information from the Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security (DHS) and Social Security Administration (SSA) records to confirm employment eligibility. If the employee’s information does not match DHS and/or SSA records, the employee is given an opportunity to resolve the problem. If eligibility cannot be verified, employment will be terminated.
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About Lumen
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About Lumen
