Summary Are you up for an exciting challenge to work in the Office of Patents Stakeholder Experience. This position is located in the Office of the Commissioner for Patents (5), Office of Patents Stakeholder Experience (OPSE), Customer Experience Division (CX). This position supports the Patents Customer Experience (CX) unit in OPSE in engaging the Patents organization to improve understanding of customer needs and drive customer-focused business decisions. Responsibilities The physical worksite for this position is located in Alexandria, Virginia.This position is telework eligible per agency and business unit discretion/policy. Fully remote within 50 miles of the USPTO Alexandria, VA headquarters and the duty station is the authorized telework location. The individual selected for this position will… You\'re motivated in utilizing and managing Office of Patents Stakeholder Experience\'s (OPSE\'s) customer experience management (CXM) platform, alongside a customer relationship management (CRM) platform, to identify ways to improve internal workflows and external experience receiving services. You utilize judgment in choosing, interpreting and adapting guidelines to specific-use cases or problems related to implementing, managing, tracking, evaluating, and understanding large-scale complex data analysis projects and their associated requirements and risks, with focus on how to improve the customer experience. You enjoy identifying and developing ways to resolve problems or address issues and concerns that directly affect or impact accomplishment of project goals and objectives. You enjoy maintaining comprehensive knowledge of the methods and tools for designing protocols and collecting and analyzing information to evaluate customer experiences for users with all abilities, including qualitative and quantitative data, lab-based user testing, journey mapping, persona creation, and ethnography. Requirements Conditions of Employment Qualifications 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 General Schedule Qualification Standards 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-09. Specialized experience for this position includes: Experience in providing support to a Customer Experience unit to improve understanding of customer needs and drive customer-focused business decisions; conducting research throughout phases of the design and development cycle (discovery phase, exploratory phase, testing phase, listening phase); and/or experience in designing, conducting and analyzing the customer feedback research data. 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. Education Education cannot be substituted for experience at this grade level. Additional Information Time-in-grade/band requirements must be met by the closing date of the announcement unless eligible for special hiring authority, reinstatement eligible, non-current Federal employee applying as a VEOA eligible which do not require time-in-grade/band. If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information. This is a Non Bargaining Unit position. If selected for this position, you may be required to complete the Fair Credit Act Memo, which gives consent so that one or more consumer credit reports may be obtained for employment purposes. This is a Public Trust position and has a risk level designation of \"moderate\". Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation. The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice. Relocation Expenses are not authorized and will not be paid. CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a \"well qualified\" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management\'s Career Transition Resources website at: OPM CTAP/ICTAP. CTAP/ICTAP documentation requirements are listed in the \'Required Documents\' section of this announcement. More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued. All application materials become the property of the United States Patent and Trademark Office. USPTO Job Applicants requiring reasonable accommodation for any part of the application and hiring process should request accommodation(s) from the USPTO at USPTO Reasonable Accommodations. The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, parental status, military service, or other non-merit factors. If you believe that you have been discriminated against and would like to file an EEO complaint, you must do so within 45 days of the date of the alleged discriminatory act. Claims of employment discrimination must be submitted to the attention of the USPTO\'s Office of Equal Employment Opportunity & Diversity via email (oeeod@uspto.gov) or phone (571-272-8292).
