About the role
Duties
The individual selected for this position will:
- Conduct detailed analyses of ongoing data, trends, reports, Key Performance Indicators, and proposed customer experience processes and make recommendations to improve the effectiveness and efficiency of digital customer experience operations.
- Provide periodic reports (monthly, weekly, daily) on customer statistical data around census.gov; analyze user experience with web subsites, data tools, search, and respondent support; and develop data aggregation or data dashboard analyses and reports.
- Recommend and help develop new methods, reports, and processes to support digital customers and respondents, as needs become evident from the analytics.
- Provide comprehensive support in web based performance measurement, analysis of web site usability performance metrics, usage of third party reports on web traffic, and other web analytics such as customer satisfaction data.
- Perform additional quantitative and qualitative analyses as needed to support web site operations and strategy development.
- Advise program managers on deployment of digital analytics tools to best track the success of customer experience outreach in support of the Decennial census.
Qualifications
MINIMUM QUALIFICATION REQUIREMENTS:
Basic Entry Requirements for All Grade Levels:
Specialized Experience: For GG-12, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GG-11 grade level in the Federal service. Specialized experience is planning and implementing measures to track accomplishment of goals and objectives for digital outreach programs, particularly with regard to web user experience; use of measurement, predictive, and analytics software applications to monitor and analyze metrics from website activity, customer surveys, call centers, social media, email campaigns, and other customer touchpoints; identifying customers' needs from web and other digital activities and recommending plans, objectives, and schedules to ensure customers' needs are met; adapting analytics methods to specific projects and programs; creating analytical reports based on extraction from common commercially available web analytics tools such as Google Analytics and Adobe Analytics; and identifying trends and problems in digital venues and making recommendations to management.
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.
Education cannot be substituted for experience at this grade level.
Education
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