• Build understanding within Federal programs and services of who their customers are, the needs trying to be met and value the public seeks from Federal services, and the moments that matter most.
  • Creatively gather and package compelling customer feedback, research, and other data to develop insights to support leadership decision-making.
  • Bring together the right people and supporting culture to develop strategies for improving CX, and plan for achieving measurable outcomes.
  • Act as a relentless entrepreneur driving opportunities and projects through to completion creatively within a bureaucracy, while maintaining respect for colleagues and tactfully building coalitions of support.
  • Work alongside colleagues to embed human-centered design practices so that others can both benefit from these approaches and learn methods for sustainable change.


Subject matter experts will evaluate the first three pages of your resume and your design portfolio based on these competencies. You must show 52 weeks full time experience in all competencies listed below in order to qualify. Please make sure your resume reflects this time required.

  • Employing Adaptive Leadership and Resiliency: The ideal candidate leads with an entrepreneurial spirt and emotional intelligence. This is demonstrated through examples of developing a path forward given organizational constraints, friction, and bureaucracy. The candidate will lead by example, form coalitions, and manage stakeholders. These leadership skills include communication, relationship management, diplomacy, flexibility, optimism, resilience, humility, mission-orientation, humility, and team orientation.
  • Developing Customer Experience Strategy: The candidate can demonstrate how aligned CX strategy and initiatives were enacted through, for example, developing and launching a new product or initiative, standing up a new practice area or capability, each carried through to a desired result. The candidate can show how progress and outcomes were measured through customer feedback and other performance measures. Understands how core functional strategic components (governance, measurement, people, technology, service design, and process) fit together. Can articulate experience defining a vision, sought measure of impact, and plan to get there.
  • Managing Customer Experience Implementation: The ideal candidate has experience implementing CX initiatives that follow the customer journeys across organizational silos. Has used information collected, combined with operational data, to drive decision-making, demonstrate impact, and support continuous improvement. Experience working in a context where priorities can be ambiguous and /or change rapidly. Can communicate effectively with stakeholders and produce reports for a variety of audience types.
  • Applying Human Centered Design Practices: The ideal candidate has experience applying design techniques in service of positive customer outcomes, which could include deep knowledge of design thinking, service design, content design, product design, behavioral science, ethnographic research, usability research, or accessibility assessment (including 508 standards) practices. Has the ability to successfully communicate the impact of good design to stakeholders and leadership with a variety of professional backgrounds.
General Schedule pay scale - Grade Levels

Not all agencies may be hiring at all grade levels. Thus when you apply please select the lowest grade level you are willing to accept.

GS 13 ($102,663 - $133,465): To quality for the GS 13 level, your resume and portfolio will show at least one year experience participating in CX strategy, using diverse CX measurement tools to define and implement CX projects, and have demonstrated experience implementing design methods despite changing circumstances and stakeholders with diverse priorities.

GS 14 ($121,316 - $157,709): To quality for the GS 14 level, your resume and portfolio will show at least one year experience showing you can work across silos to successfully deliver quantifiable impact, that you’ve led and advised leadership on CX strategy, implemented projects in an agile way through the entire lifecycle with a focus on CX measurement metrics, and have been recognized as an expert on design methods.

GS 15 ($142,701 - $170,800): To quality for the GS 15 level, in addition to what is described at the 14 level, your resume and portfolio will show at least one year experience leading organizations and building teams to drive multiple CX initiatives across organizational silos. You have extensive experience using customer data and user research to drive your organization to become more customer focused.

Get answers to questions about this process and position

To address questions about the application process and requirements, we will hold two optional conference calls before the application period for this position:

  1. March 16th at 2pm EST. Dial-in: 1-877-369-5243, passcode: 0119142#
  2. March 16th at 8pm EST. Dial-in: 1-877-369-5243, passcode: 0961308#
What to expect when
  • Prior to March 25th: Create a USAJOBS Profile, and upload your documents (e.g., resume, design portfolio).
  • March 25th: Job posting opens – apply on this date as the posting will close on the first day we reach 200 applications.
  • Mid-April: First round interviews (30 minute phone calls)
  • Late-April: Second round interviews (1 hour phone calls)
  • May: Agency-specific interviews with qualifying applicants
  • Mid-Late May: Offers made

Who you'll work with

From small businesses seeking loans to families receiving disaster support, every interaction between the Federal government and the public is an opportunity to demonstrate the government is working to meet their needs. To truly transform the way the public experiences government, we need to approach rebuilding trust transaction by transaction, interaction by interaction across the life events people experience. And we need you to help us do it.

We're working with more than a dozen Federal program offices to recruit talent that can help to implement a more systematic, government-wide approach towards elevating the importance of a human-centered methods and increasing the public's trust and satisfaction with our Federal institutions.

Candidates will be evaluated via the process outlined below, and if selected, have the opportunity to learn more about the specific customer experience strategist roles available and express interest for which ones they’d like to be considered. Once hired, these individuals will be part of a tightknit cohort of customer experience talent serving across government.

  • As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you’re a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you’re eligible under their policies.

  • Christina Hoffman


    Office of Personnel Management
    1900 E Street NW
    Washington, DC

How you will be evaluated

The evaluation process for this job is different from a typical job announcement.

The qualifications for this position will be evaluated by subject matter experts. Apply only if you meet the qualifications outlined above.

Resume and Portfolio Review

Subject matter experts will review the first three pages of your resume and the portfolio you submit to determine your technical qualifications for your chosen role(s) based on the required competencies.

Qualifying phone interviews

If the subject matter experts determine that your resume reflects the required competencies, you will have at least one phone interview to further assess whether your experience meets the required competencies for your chosen role(s). You may meet with more than one subject matter expert for a determination to be made.

Ranking and preference

Preference will be applied to applicants who move forward after the qualifying phone interviews.

Selection process

If you are found qualified, you will have a chance to learn more about the position at the different agencies hiring.

Once an offer is extended to you by an agency and you accept, decline, or do not respond, you are not guaranteed another offer but may receive one from another participating agency. You will be given 72 hours to respond to any offer.

Future consideration

If you are not selected for this position you may be considered for similar positions at agencies for up to 1 year.

Candidates may be considered for other roles even if you do not formally submit an application (i.e. If you apply as a Customer Experience Strategist but we see potential in your skillset to serve as a Design Strategist, we may consider you for that position based on our own assessment.)

Required Documents

Only the first 3 pages of your submitted resume will be reviewed

Upload your resume as a PDF to ensure consistent formatting.

  • All applicants must submit a resume and a design portfolio.

    • Resume: We will review up to 3 pages of your resume. On your resume, ensure that the qualifications for this job (through your work / related experiences, publications, certifications, etc.) are reflected in the first three pages if your page count is greater than 3. Also, be sure to include the start and end dates for each position you held, either month and year or month, day, and year for short-term projects. If your position was not full time, you must also indicate the number of hours worked per week.
    • Design portfolio: A PDF limited to 3MB, or include a URL within your resume, of work samples that exemplify your relevant experience. The portfolio can include case studies, examples of project work, and/or journey maps. Either your resume or portfolio should include what your role was in each of the projects referenced.
  • All current or former federal employees:

    • SF-50: Notification of Personnel Action

    Former federal employees under CTAP/ICTAP consideration:

    • SF-50: Notification of Personnel Action
    • A copy of the separation letter or RIF notice
    • A copy of a current (or last) performance rating of record
    • DD-214: Certificate of Release or Discharge from Active Duty
    • VA Letter
    • SF-15: Application for 10-point Veterans' Preference (Optional)
    • A statement of intent to discharge from your agency (if you are a veteran who has not yet been discharged)
    • Certified verification of a disability from a licensed medical professional; a licensed vocational District of Columbia agency or U.S. territory that issues or provides disability benefits.
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This job originated on For the full announcement and to apply, visit Only resumes submitted according to the instructions on the job announcement listed at will be considered.