This position is located in the Office of the Managing Director for Passport Issuance Operations, Passport Services, Bureau of Consular Affairs (CA/PPT/I) in Washington, DC but may be worked out of one of the locations listed on the announcement subject to supervisor approval. The Passport Service Directorate is responsible for issuing passports that facilitate U.S. travel abroad. TO LEARN MORE ABOUT CONSULAR AFFAIRS VISIT: https://www.state.gov/about-us-bureau-of-consular-affairs/
Applicants must meet all the required qualification requirements described below by the closing date of this announcement. 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. Applicants must have 1 year of specialized experience equivalent to the GS-14 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 designing enterprise research using qualitative and quantitative methods Experience translating complex data into strategic design direction Experience leading advanced user research and data analysis initiatives Experience directing multi-method research including field, lab, and remote testing There is no substitute of education for specialized experience for the GS-15 position.
Provides insight and advice on CSE planning and implementation to generate increased operational and process efficiencies in the use of Customer Service across the bureau.
Serve as technical advisor in matters, issues, and questions pertaining to customer experience in their assigned areas to identify, develop, manage, and lead initiatives to improve customer experience.
Confers with other government and private officials and CSEs at meetings and conferences to determine best practices.
Identifies and recommends changes to existing policies and regulations that focus on eliminating undue burdens on the staff, which create unintended consequences impacting internal and external customers.
Facilitate meetings and other interactive sessions to gather feedback and insight from key customers and stakeholders