Job Summary

DCSA seeks a dynamic leader to serve as Chief, Customer Experience (CX) Division in the Strategic Engagement Office. This role leads the development, implementation, and governance of DCSA's enterprise CX program, ensuring alignment with strategic goals and compliance with federal mandates. The incumbent oversees CX experts, drives customer-centric strategies, enhances accessibility, tracks metrics, fosters a culture of CX excellence, and collaborates with internal and external stakeholders.

Job Description

The experience described in your resume will be evaluated and screened from the Office of Personnel Management's (OPMs) basic qualifications requirements. See:https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/0300/miscellaneous-administration-and-program-series-0301/ for OPM qualification standards, competencies and specialized experience needed to perform the duties of the position as described in the MAJOR DUTIES and QUALIFICATIONS sections of this announcement by 12/15/2025 Applicant must have directly applicable experience that demonstrates the possession of the knowledge, skills, abilities and competencies necessary for immediate success in the position. Qualifying experience may have been acquired in any public or private sector job, but will clearly demonstrate past experience in the application of the particular competencies/knowledge, skills and abilities necessary to successfully perform the duties of the position. You must have specialized experience sufficient to demonstrate that you have acquired all the competencies necessary to perform at a level equivalent in difficulty, responsibility, and complexity to the next lower grade (GS/GG-14) in the Federal service and are prepared to take on greater responsibility. Generally, this would include one year or more of such specialized experience. Specialized experience for this position includes: Developed and implemented comprehensive Customer Experience (CX) strategies and action plans that achieved organizational goals and complied with mandates. Directed and managed large, complex, and multi-faceted programs involving a variety of CX-related activities. Used data analytics and performance metrics to inform decision-making, and drive continuous improvement of customer experience within an organization. Applied federal/industry CX policies and guidelines in a practical setting. Specifically you will be evaluated on the following competencies: 1. Creativity and Innovation -Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting edge programs/processes. 2. Qualitative/Quantitative Analysis - Developing and applying quantitative and qualitative analytic methods to identify, collect, process, and analyze large data sets. 3. 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. 4. Program Management-Designs, implements and manages multiple or ongoing programs/projects, and directs the related resources, personnel and activities. 5. Leadership-Influences, motivates, and challenges others; adapts leadership styles to a variety of situations.