Trademark Customer Experience Specialist

This position is located in the Office of the Commissioner for Trademarks, Office of the Deputy Commissioner for Trademark Examination Policy. The Office of the Commissioner for Trademarks (TM) provides leadership and strategic direction for all aspects of the USPTO's trademark operations while also providing guidance on the policies for how trademark applications are examined and reviews examining attorneys' consistency with that guidance.

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 OPM Website.

Miscellaneous Administration and Program Series, 0301

Specialized Experienceis 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-12.

Specialized experience for this position includes:

• Experience leading customer experience projects that involve multidisciplinary teams and multiple research methods (e.g., qualitative and quantitative).
• Experience providing direction and review to a contractor in developing the design artifacts (e.g., journey maps, personas, wireframes, storyboards) using an iterative process of customer feedback and stakeholder engagement.
• Experience collecting, analyzing, and managing customer experience data to identify ways to improve internal workflows and external experience receiving services.

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.

Responsibilities:

The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year.

This amazing opportunity is the ideal next career step for you if:

• You are passionate about leading customer experience projects to solve problems and improve processes using a human-centered design approach.
• You are eager to collaborate with internal and external stakeholders using human-centered design facilitation methods and practices (e.g., interviews, workshops, interactive sessions) to build buy-in and gather customer experience insights.
• You are excited to provide support to the Customer Experience (CX) Administrator by engaging agency's internal organization to improve the understanding of customer needs and drive customer-focused business decisions.
• You are able to participate in the designs of internal programs and services to achieve a positive customer experience.
• You are motivated to incorporate the voice of the customer across internal initiatives to create a persistent focus on the customer in all actions the agency undertakes, including service delivery, product design, communications, training, and events.

Salary : $121,785