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.
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.
As a SUPERVISORY PROGRAM SPECIALIST (Division Chief, Customer Experience Division) you will be responsible for the following duties: Provides visionary leadership and strategic direction for the DCSA's CX program, ensuring alignment with agency strategic goals, federal mandates, and customer needs. Leads the development, implementation, and maturation of CX strategies, driving a customer-centric culture across the organization. Establishes and leads CX governance efforts, including the creation of a CX Council to align initiatives across DCSA directorates, enterprise services, and external oversight bodies Builds, manages, and develops a high-performing team of CX professionals, fostering a collaborative, innovative, and results-driven work environment. Provides mentorship, coaching, and performance management to ensure team members excel in their roles and contribute effectively to the DCSA mission. Leads initiatives to gather and analyze customer feedback through various channels (e.g., journey maps, VoC), identifying pain points and opportunities for improvement. Oversees the design and implementation of streamlined customer-facing processes, enhanced self-service options, and improved accessibility to DCSA services. Establishes and maintains strong relationships with internal and external stakeholders, including government agencies and industry partners. Represents DCSA in CX-related engagements, communicating the agency's vision, priorities, and progress, and advocating for customer-centric solutions. Defines and tracks key CX performance metrics, using data analytics to identify trends, insights, and opportunities for continuous improvement. Develops and presents regular reports to DCSA leadership, providing data-driven recommendations to enhance the customer experience and achieve organizational goals.