Supervisory Program Specialist (Division Chief, Customer Experience Division)

We are seeking a highly experienced Customer Experience (CX) professional to lead and manage strategic CX initiatives. This role involves developing comprehensive strategies, overseeing complex programs, and leveraging data to drive continuous improvement in customer satisfaction.

• *Key Responsibilities:**
• Develop and implement comprehensive Customer Experience (CX) strategies and action plans to achieve organizational goals.
• Direct and manage large, complex, and multi-faceted CX programs.
• Utilize data analytics and performance metrics to inform decision-making and drive continuous improvement of customer experience.
• Apply federal and industry CX policies and guidelines in practical settings.
• *Required Qualifications & Competencies:**
• **Specialized Experience**: One year or more of specialized experience (equivalent to GS/GG-14 level) in developing and managing CX strategies and programs.
• **Creativity & Innovation**: Ability to develop new insights, question conventional approaches, and design innovative programs.
• **Qualitative/Quantitative Analysis**: Strong skills in applying analytical methods to identify, collect, process, and analyze large datasets.
• **Customer Service**: Proven ability to assess needs, provide information or assistance, resolve problems, and satisfy expectations.
• **Program Management**: Expertise in designing, implementing, and managing multiple programs/projects, including resources, personnel, and activities.
• **Leadership**: Demonstrated ability to influence, motivate, and challenge others effectively.