Summary Visualize your career at an agency that celebrates, supports and thrives on building the bridge that ensures intellectual property (IP) rights are accessible to everyone. As the Customer Experience Strategist, you will support the CX Division in engaging USPTO to improve its understanding of customer needs and drive customer-centric business decisions! Responsibilities The physical worksite for this position is located in Alexandria, Virginia. TELEWORK: This position is eligible for maximum telework eligible per agency and business unit discretion/policy. REMOTE WORK: Remote work will be considered on a case by case basis. Prior to the start date, you may be given the opportunity to elect to work from the Alexandria headquarters, from an alternate/home location within the United States (defined as the 50 United States, the District of Columbia, and Puerto Rico), or a combination of headquarters and alternate location. Your salary/pay will be based on your selected worksite geographical location. The nature and scope of telework opportunities will be subject to the unit's telework policy and any applicable bargaining unit agreements. This exciting and rewarding position is for you if.... You are excited to support and advise the Customer Experience (CX) Officer and Office of Public Engagement (OPE) management on aligning CX projects, programs, and strategy with the mission, vision, and strategic priorities of USPTO. You will look forward to leading customer experience projects to solve problems and improve processes using a customer-centric approach. You're ready to measure, monitor, and analyze the internal and external customer experience (e.g., setting key performance indicators (KPI). Requirements Conditions of Employment Qualifications 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 Miscellaneous Administration and Program Series 0301 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, specialized experience must have been equivalent to at least the next lower grade level in the federal service. For this position, the next lower grade level is a GS-13. Specialized experience for this position includes: Experience managing customer experience surveys, including designing surveys, creating dashboards, analyzing results, and sharing findings. Experience leading customer experience projects that include conducting qualitative research, analyzing customer feedback, and sharing insights to improve product or service delivery. Experience presenting or providing training about customer experience, survey methodology, research results, and human-centered design. 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. Education Education cannot be substituted for experience for this position. Additional Information If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information. This is a Non Bargaining Unit position. This is a Public Trust position and has a risk level designation of "moderate". Background Investigation - If selected for this position, you may be required to complete a Declaration for Federal Employment (OF-306), which includes a fingerprint and credit check, to determine your suitability for Federal employment and to authorize a background investigation. The USPTO participates in E-Verify. For more information on E-Verify, please visit the Department of Homeland Security Website. All Federal employees are required to have Federal salary payments made by direct deposit to a financial institution of their choice. Relocation Expenses are not authorized and will not be paid. CTAP and ICTAP candidates will be eligible for selection priority if it is determined that they have exceeded the minimum qualifications for the position by attaining at least a "well qualified" rating of 85 out of 100. Information about CTAP and ICTAP eligibility is on the Office of Personnel Management's Career Transition Resources website at: OPM CTAP/ICTAP. CTAP/ICTAP documentation requirements are listed in the 'Required Documents' section of this announcement. More than one selection may be made from this announcement if additional identical vacancies in the same title, series, grade, and unit occur within 90 days from the date the certificate was issued. All application materials become the property of the United States Patent and Trademark Office. USPTO Job Applicants requiring reasonable accommodation for any part of the application and hiring process should request accommodation(s) from the USPTO at USPTO Reasonable Accommodation. The United States Patent and Trademark Office is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, parental status, military service, or other non-merit factors. If you believe that you have been discriminated against and would like to file an EEO complaint, you must do so within 45 days of the date of the alleged discriminatory act. Claims of employment discrimination must be submitted to the attention of the USPTO's Office of Equal Employment Opportunity & Diversity via email (oeeod@uspto.gov) or phone (571-272-8292).