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USAJOBS · 1 month ago

SUPERVISORY PROGRAM SPECIALIST (Division Chief, Customer Experience Division)

Multiple Locations, USA

Full-time

Onsite

Lead/Staff, Director/Executive

$168K/yr - $195K/yr

1+ years exp

The Defense Counterintelligence and Security Agency (DCSA) is seeking a dynamic leader to serve as Chief of the Customer Experience Division. This role is responsible for leading the development and implementation of DCSA's enterprise customer experience program, ensuring alignment with strategic goals while driving customer-centric strategies and enhancing accessibility.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provides visionary leadership and strategic direction for the DCSA's CX program, ensuring alignment with agency strategic goals, federal mandates, and customer needs. Leads the development, implementation, and maturation of CX strategies, driving a customer-centric culture across the organization

Establishes and leads CX governance efforts, including the creation of a CX Council to align initiatives across DCSA directorates, enterprise services, and external oversight bodies

Builds, manages, and develops a high-performing team of CX professionals, fostering a collaborative, innovative, and results-driven work environment. Provides mentorship, coaching, and performance management to ensure team members excel in their roles and contribute effectively to the DCSA mission

Leads initiatives to gather and analyze customer feedback through various channels (e.g., journey maps, VoC), identifying pain points and opportunities for improvement. Oversees the design and implementation of streamlined customer-facing processes, enhanced self-service options, and improved accessibility to DCSA services

Establishes and maintains strong relationships with internal and external stakeholders, including government agencies and industry partners. Represents DCSA in CX-related engagements, communicating the agency's vision, priorities, and progress, and advocating for customer-centric solutions

Defines and tracks key CX performance metrics, using data analytics to identify trends, insights, and opportunities for continuous improvement. Develops and presents regular reports to DCSA leadership, providing data-driven recommendations to enhance the customer experience and achieve organizational goals

Qualification

Customer Experience (CX) strategiesData analyticsProgram managementQualitative/Quantitative analysisLeadershipInnovationCustomer serviceCreativity

Required

Must be a US citizen

Selective Service Requirement: Males born after 12-31-59 must be registered for Selective Service

This is a Drug Testing designated position

Position is a (DCIPS) position in the Excepted Service under U.S.C. 1601

Work Schedule: Full Time

Overtime: Occasionally

Tour of Duty: Flexible

PCS (Permanent Change of Station): Not Authorized

Fair Labor Standards Act (FLSA): Exempt

Financial Disclosure: Required

Telework Eligibility: Supervisors may approve situational telework on a case-by-case, temporary basis for limited situations

If selected, the incumbent must obtain and maintain appropriate security clearance as indicated in job announcement

Applicant must have directly applicable experience that demonstrates the possession of the knowledge, skills, abilities and competencies necessary for immediate success in the position

You must have specialized experience sufficient to demonstrate that you have acquired all the competencies necessary to perform at a level equivalent in difficulty, responsibility, and complexity to the next lower grade (GS/GG-14) in the Federal service and are prepared to take on greater responsibility

Generally, this would include one year or more of such specialized experience

Specialized experience for this position includes: Developed and implemented comprehensive Customer Experience (CX) strategies and action plans that achieved organizational goals and complied with mandates

Directed and managed large, complex, and multi-faceted programs involving a variety of CX-related activities

Used data analytics and performance metrics to inform decision-making, and drive continuous improvement of customer experience within an organization

Applied federal/industry CX policies and guidelines in a practical setting

Substitution of education may not be used in lieu of specialized experience for this grade level