Patents Customer Experience (CX) Specialist

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, Office of Patents Stakeholder Experience (OPSE), Customer Experience (CX) Division. The Patents business unit supports the Department's strategic goal to foster a more innovative US economy that is better at inventing, improving, and commercializing products and technologies that lead to higher productivity and competitiveness. 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, you must possess one full year (52 weeks) of specialized experience equivalent to the GS-12 in the Federal service. Specialized experience for this position includes: Managing customer experience activities, including designing surveys, creating dashboards, analyzing results, and sharing findings; AND Leading customer experience projects that include conducting qualitative research, analyzing customer feedback, and sharing insights to improve product or service delivery; AND Collaborating with internal and external stakeholders using methods and practices (e.g., interviews, workshops, interactive sessions) to gather customer experience feedback, needs and insights. 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. The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year. The individual selected for this position will be... Managing customer experience activities, including survey administration, dashboard monitoring, results analysis, and preparation of reports to inform decision-making. Leading customer experience projects that use quantitative and qualitative data to identify customer pain points, trends, and root causes affecting service delivery and customer satisfaction. Interpreting policies, guidance, and reporting requirements to support the implementation, tracking, evaluation, and documentation of customer experience initiatives and performance measures. Coordinating with internal stakeholders to identify, prioritize, and assist in resolving customer experience issues that affect products and service outcomes. Education Education may not be substituted for specialized experience at this grade level.