Division Director - Voice of the Customer

About the role

As the Voice of the Customer Division Director, you will lead the enterprise-wide effort to strategically manage GSA's customer research efforts and customer insights, and to champion the customer experience vision throughout the organization. Location of position: General Services Administration, Office of Government-wide Policy, Location Negotiable After Selection We are currently filling one vacancy, but additional vacancies may be filled as needed. For each job on your resume, provide: the exact dates you held each job (from month/year to month/year) number of hours per week you worked (if part time). If you have volunteered your service through a National Service program (e.g., Peace Corps, Americorps), we encourage you to apply and include this experience on your resume. The GS-15 salary range starts at $150,359 per year. Locality will be determined based on duty location. SPECIALIZED EXPERIENCE: You must have one year of specialized experience equivalent to the GS-14 or higher in the Federal service. Specialized experience is experience designing, executing, and providing oversight of government-wide surveys, designing and performing thorough, comprehensive analyses of customer journeys, and implementing improvements to the customer experience. Experience must include: (1) conducting research using data analytics to develop reports on customer trends; (2) consulting with business partners to align agency goals with customer objectives; and (3) presenting customer satisfaction findings and policy recommendations to senior-level leadership.

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