Summary

This position is located in the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Office of the Chief Information Officer (OCIO), Enterprise Architecture Division (EAD). As OJP's Chief Experience Officer, the incumbent works with cross-functional agile development teams, customers, and other stakeholders to improve service delivery, including Artificial Intelligence (AI) and AI-enabling technologies

This job is open to
Career transition (CTAP, ICTAP, RPL)

Federal employees who meet the definition of a "surplus" or "displaced" employee.

Clarification from the agency

Applicants must be U.S. Citizens.

Duties

Works to make Human-Centered Design (HCD) tools and practices ubiquitous at agency, expanding staff's access to customers and elevate the Voice of the Customer throughout agency's digital product and service ecosystem.
Responsible for the identification, prioritization and implementation of customer experience strategies and processes with a focus on continuous improvement to maximize entire end-to-end experiences.
Leads processes to develop a unified, multi-year strategic experience roadmap to align business goals and user needs across all channels (e.g. web, mobile, phone, chat, data interfaces) to create a consistent customer experience.
Utilizes both qualitative and quantitative customer feedback to journey maps, service blueprints, personas, wireframes, storyboards, web content, heuristics evaluations, and other CX and design artifacts to identify user pain points and areas of opportunity.
Develops and interprets policies, procedures, and strategies governing the planning and delivery of agency-wide applications, including the use of artificial intelligence.
Cultivates partnerships within agency and with officials in other Federal agencies and various governing boards/committees. Serves as liaison to consultants, contractors, and/or business executives in the private sector.
Leads the user experience design and research discipline and serves as the voice for users by advocating for and teaching about best practices for user-centered design and user research across the agency.
Enforces a user-centered process and ensures that CX design (research, information architecture, visual design) is a key component of development, iteration, and delivery of products and that proper CX and design methods are used.
Works with communications and engagement offices across agency to support and coordinate field research and usability testing by facilitating access to users.
Works closely with business stakeholders, product managers, product designers, web analytics, and marketing to identify gaps in the overall CX research strategy and collaboratively implement enhancements.
Establishes, guides, and prioritizes an agency-wide research program to make data-driven recommendations for design change based on research findings and to ensure that resources are being directed towards solutions that maximize impact for the agency.
Prepares and analyzes reports, responses to queries, justifications, and background papers on the technical aspects of areas of expertise and assignment.
Promotes interchange of information on requirements, capabilities, deficiencies, and technology applications of specialization.
Develops new insights into situations and applies innovative technology solutions to implement new or cutting-edge programs and processes, such as the use of generative AI and large language models.
Understands the opportunities and limitations of modern web and mobile technologies such as HTML, CSS, Java Script, and LLM-based chatbots such as Chat GPT.
Works with management and other technical experts to isolate and correct complex problems which hinder the capability of the organization to fully utilize AI technologies.
Communicates quantitative and qualitative impact of AI systems to leadership and stakeholders.
Steers change management with executives, stakeholders, and users to integrate AI into agency operations.

Requirements
Conditions of Employment
U.S. Citizenship required.
Subject to background/suitability investigation/determination.
Federal payments are required to be made by Direct Deposit.
Requires registration for the Selective Service. Visit www.sss.gov.
Pre-employment drug testing required.
1-year probationary period may be required.
Security Requirements: Non-Sensitive/Moderate Risk
Qualifications

Basic Requirements:
Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must have IT-related experience demonstrating each of the four competencies listed below.

Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Specialized Experience:
Applicants must have one (1) year of specialized experience equivalent to at least the GS-14 level. Specialized experience is experience which is in or related to the line of work of the position to be filled and which has equipped the applicant with the specific knowledge, skills, and abilities to successfully perform the duties of the position.

Examples of specialized experience include:
Experience leading an enterprise-wide Customer Experience (CX) program with a focus on continuous improvement to maximize entire end to end experiences.
Experience leading processes to develop a unified, multi-year strategic CX roadmap that aligns business goals to user needs.
Experience leading processes to identify, create, track, and improve key CX metrics that improve the user experience with systems and processes.
Experience leading User Experience (UX) design and research that serves as the Voice of the Customer (VOC) and advocating for and teaching best practices for UX design and research.
Experience ensuring user-centered processes and the UX design is a key component of development, iteration, and delivery of products and that proper UX and design methods are used.

Technical Qualifications:
Applicants who meet the basic entry and minimum qualification requirements, as described above, will be further evaluated on the following technical qualifications:

Knowledge of human-centered design principles informing customer requirements and appropriate solutions.
Computer skills and knowledge of modern web and mobile technologies such as HTML, CSS, Javascript, and LLM-based chatbots such as Chat GPT that can be used to enhance users' overall experience.
Knowledge of the project management life-cycle and Agile methodologies.
Critical thinking, analytical, and problem-solving skills.
Oral Communication
Written Communication
Customer Service
Additional information on the qualification requirements is outlined in the OPM Qualification Standards Handbook of General Schedule Positions and is available at OPM's website: https://www.opm.gov/qualifications/standards/indexes/num-ndx.asp All qualification requirements must be met by the closing date of this announcement.
Education

There is no education requirement for this position.

Additional information

This position may be eligible for telework per agency policy.
OJP offers opportunities for flexible work schedules.
Recruitment incentives may be authorized.
This vacancy announcement may be used to fill additional vacancies.
Please do not indicate current or former position salary in your application or resume.
As the federal agency whose mission is to ensure the fair and impartial administration of justice for all Americans, the Department of Justice is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service.
This position has a duty station of Washington, D.C. The selectee will be required to physically report to the OJP office building at least four (4) days per bi-weekly pay period and may incorporate leave and official travel plans into this reporting requirement. The office director or supervisor may request the selectee's presence in the office more frequently, as determined by the needs of the office. The selectee will be responsible for covering all commuting-related travel expenses. OJP employees are eligible for one transportation benefit - parking or the Department of Justice (DOJ) transit subsidy.

Benefits
How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

For Interagency Career Transition Assistance Plan (ICTAP)/Career Transition Assistance Plan (CTAP) applicants: The ICTAP provides eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. The CTAP provides eligible surplus and displaced competitive service employees in the Department of Justice with selection priority over other candidates for competitive service vacancies If your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, or if your Department of Justice component has notified you in writing that you are a surplus or displaced employee eligible for CTAP consideration, you may receive selection priority if: 1) this vacancy is within your ICTAP/CTAP eligibility; 2) you apply under the instructions in this announcement; and 3) you are found well-qualified for this vacancy. Under merit promotion procedures, to be well qualified, you must satisfy all qualification requirements for the vacant position and score 85 or better on established ranking criteria. Under category rating procedures, you must satisfy all qualification requirements for the vacant position and rate equivalent to the Highly Qualified or better category using established category rating criteria.

Required Documents

REMINDER: ALL DOCUMENTS MUST BE RECEIVED BY 11:59 Eastern Time (Washington, D.C. time) ON 09/09/2024 .

Required Documents

Resume (To receive credit for experience, your employment history must be documented in month/year format (MM/YYYY), reflecting starting date and ending date and include the number of hours worked per week. Failure to follow this format may result in disqualification),
Proof of ICTAP/CTAP eligibility, surplus or displaced agency notice,
SF-50, Notification of Personnel Action (current and former federal employees; see below for more information), and
Performance Appraisal (for current federal employees) Note: if not provided, may be required at time of interview.
Note: Incomplete applications will not be considered.

Interagency Career Transition Assistance Plan (ICTAP / Career Transition Assistance Plan (CTAP)
If you are claiming CTAP/ICTAP eligibility, you must submit proof by the closing date of the announcement that you meet the requirements of 5 CFR 330.605(u) for CTAP and 5 CFR 330.704 for ICTAP or you will not receive priority consideration. The proof includes a copy of the Agency notice, your most recent performance rating, and your most recent SF-50 Notification of Personnel Action for Competitive Appointment.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

To apply for this position, you must complete the online application and submit the supporting documentation specified in the Required Documents section above.

A complete application package, to include the responses to the online Assessment Questionnaire, must be submitted by 11:59 PM (EST) on 09/09/2024to receive consideration.

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.

Follow the prompts to select your résumé and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application.
To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov//how-to/application/status/. If you need help with the application process, please see the USAJOBS Site .

If you are unable to apply online, please contact Amanda Elder at
amanda.elder@usdoj.gov or 202-598-0698 for alternate application procedures.

Agency contact information
Amanda Elder
Phone
202-598-0698
Email
amanda.elder@usdoj.gov
Address
Office of the Chief Information Officer
DO NOT MAIL
Washington, DC 20531
US

Next steps

Once your completed application is certified and received you will receive an acknowledgement email that your submission was successful. After a review of your complete application is made you will be notified of your status and/or referral to the hiring official. If further evaluation or interviews are required you will be contacted. After making a tentative job offer, we will conduct a suitability/security background investigation. We expect to make a final job offer within 80 days after the closing date of the announcement.