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Chief Experience Officer

Division/Office:
Operations
Closing date:
Location:
Washington, DC
Grade:
(81) $173,489–$247,500 See information on grades and base pay ranges
Who may apply:
Open to All US Citizens (Competitive service - Permanent), Open to status candidates (Competitive service - Permanent)

Summary

This position is located in the Consumer Financial Protection Bureau/Operations Division/Washington, DC.  The incumbent oversees and provides strategic direction on Operations efficiency and effectiveness goals as it relates to Operational Strategy, Cross-operational initiatives, Operational excellence in program delivery, and Operational Governance, Risk and Policies.

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Responsibilities

As a CN-81 Chief Experience Officer, you will:

  • Ensure alignment and integration of the customer experience principles and standards with the Bureau’s Strategic Plan. Coordinate resources and optimize systems within the Operation Division’s Offices and program functions to ensure execution of the Division’s customer service goals.
  • Advise and integrate customer experience principles into the development and implementation of metrics to monitor and assess the progress and effectiveness of strategic planning.
  • Set the vision, strategy and roadmap for a Customer Experience Office within the Division aligned to the Bureau’s Strategic Plan. Identify principles and standards to capture the voice of the customer, influence the transformations needed across the ecosystems of metrics, business processes, technology, people and culture to permeate customer-centric thinking across the entire organization. Implement programs and tactics to improve the customer experience of Bureau employees and works with the Division’s Offices to support the shift to a more customer-centric service delivery organization.
  • Manage the integration of cross operational projects and initiatives designed by the Operations Division for implementation across the Bureau. Ensure new projects and initiatives meet the principles, vision, and strategy for providing efficient and effective support to the Bureau’s employees.
  • Partner with Assistant Director’s of Operation Division’s Offices on the execution of high priority and impactful program improvements within each of the various operations disciplines (e.g. technology, procurement, human capital, finance, administrative operations). Provide the appropriate project management, change management, and communications support to ensure consistent and cohesive programmatic implementation to the workforce.

Travel Required

  • Occasional travel - Occasional Travel

Supervisory Status

  • Yes

Promotion Potential

  • 81

What to know if you apply

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Open to All US Citizens (Competitive service - Permanent)

Applications will be accepted from all U.S. citizens.

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Open to status candidates (Competitive service - Permanent)

Current Federal employees on career or career-conditional appointments and reinstatement eligible. Current federal employees on permanent competitive service appointments (including current CFPB employees on such appointments), or former federal employees with reinstatement eligibility; or ICTAP Eligibles; or Eligible under special hiring authorities (e.g., individuals with disabilities, covered by an interchange agreement, or Eligible under the Veterans Employment Opportunity Act). Current CFPB employee should check their appointment type before applying to an announcement.

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