Total 6 job vacancies by Vet Customer Experience (VCE)

This vacancy will close on the posted closing date OR at 11:59 p.m. EST on the day in which 50 applications are received, whichever comes first.


Analyzes and evaluates the effectiveness of administrative, management, and facility operations in meeting the established goals and objectives of the designated office component. Reviews, analyzes, and evaluates such areas as proposed changes in mission, operating procedures and delegations of authority affecting administrative operations.

Performs comprehensive management analysis and evaluation, taking into consideration factors such as cost effectiveness, attainment of project goals and objective, and compliance with pertinent legal and regulatory guidelines. Provides guidance and advice on the most appropriate method of procedure of analysis and evaluation to accomplish missions and ensure optimum management strategy. Analyzes and evaluates new or modified legislation for projected impact upon major administrative operations and resources. Applies appropriate evaluation and measurement techniques in determining the extent of compliance with rules and regulations and/or in measuring and evaluating accomplishments. Foresees the pros and cons of alternative solutions and coordinates and integrates activities with other functions.

Establishes study methods and techniques to be utilized in substantive program studies and audits. Develops and employs advanced qualitative and quantitative techniques to analyze and measure the effectiveness, efficiency, and productivity of organizational programs. Gathers and organizes narrative and statistical information using generally advanced methods, techniques, and precedents requiring considerable adaptation and/or interpretation for application to administrative functions. Reviews and reconciles large amounts of data. Applies analytical and evaluative
methods and techniques to issues or studies concerning substantive administrative support functions.

Serves as a senior advisor to top managers. Develops recommendations for legislation to change the way programs are carried out and the projected impact upon agency programs and resources. Develops recommendations for program officials and supervisors and strives to have viable recommendations accepted by operating components. Recommendations include development of new or modified work methods, procedural changes, systems variations, and acceptance of new technology developments. Develops recommendations for improvements in program operations and to promote efficiency and cost savings. Evaluates, processes, and makes recommendations for effective organizational changes. Recommends areas and methods by which efficiency of operations can be improved. Provides higher management reports, evaluated information, budgetary proposals, and similar products necessary for effective direction of program operations. Develops modifications, revisions, and implementing procedures to improve the effectiveness and efficiency of program operations. Participates in discussions, meetings, conferences and conference calls with agency administrators, senior subject matter and technical personnel, other federal agency officials to secure and provide information; investigate facts; present conclusions, recommendations, and alternatives; obtain concurrence; develop alternate courses of action; and mutually resolve problems. Advises management of unique conditions and issues which affect program activities and provides guidance on interpretation and implementation of new and revised legislation, policies, regulations, and procedures.

Serves as a senior analyst responsible for designing and conducting comprehensive management studies where the boundaries of the studies are extremely broad and difficult to determine in advance. Establishes study methods and techniques to analyze and measure the effectiveness, efficiency, and productivity of organizational programs. Gathers and organizes narrative and statistical information using established methods, techniques, and precedents such as questionnaires, interviews, review of databases, and comparisons of past, present, and related program operations carried out by administrative or professional personnel or substantive administrative support functions.


Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m. EST
Compressed/Flexible: Not Available
Telework: Not Available
Remote: This is a remote position
Position Description/PD#: 19775A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Enterprise Measurement and Design (EMD) manages a large and diverse design portfolio of collaborative work within both VEO and VA, as well as across other federal agencies. The incumbent will serve as a national level CX Strategist performing duties as follows:

• Serve as technical advisor in matters, issues, and questions pertaining to customer experience and/or assigned areas and identify, develop, manage, and lead initiatives to improve customer experience and service delivery, increase administration/organization/program/service customer experience maturity, and apply government-wide leading practices outlined in A-11 Section 280 and from the private, state, local, and other sectors.
• Design and undertakes complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds. Studies are typically designed to provide information that assists management in the administration's diverse program areas, improve program delivery, and identify actual or potential problem areas impacting program operations and customer experience in the short and long term.
• Work with stakeholders across organizations, functions and levels to build customer understanding and solve challenging problems, empower teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.
• Develop mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develop insights to inform decision-making, identify and scope problems; and embark on new research areas worth exploring through
  innovative methods. This could include designing surveys, conducting interviews, focus groups, usability test session, secondary research, observational studies, etc.
• Review, evaluate, distill and synthesize data to uncover issues, identify trends and provide insights that drive organizational strategy.
• Plan and facilitate workshops, meetings and/or other interactive sessions to gather feedback and insight from key customers and stakeholders.
• Document, package and present findings, insights and recommendations via reports, presentations and/or other outputs as needed. Make research findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos,
  experiences and exhibits.
• Build understanding within programs and services of who their customers are, the needs trying to be met and value the public seeks from VA services, and the moments that matter most.
• Creatively gather and package compelling customer feedback, research, and other data to develop insights to support leadership decision-making.
• Bring together the right people and supporting culture to develop strategies for improving CX, and plan for achieving measurable outcomes.
• Act as a relentless entrepreneur driving opportunities and projects through to completion creatively within a bureaucracy, while maintaining respect for colleagues and tactfully building coalitions of support.
• Work alongside colleagues to embed human-centered design practices so that others can both benefit from these approaches and learn methods for sustainable change.

This vacancy will close on the posted closing date OR at 11:59 p.m. EST on the day in which 100 applications are received, whichever comes first.

The Multi-Channel Technology, Chief Data Officer is a position within the Veterans Experience Office (VEO), Multi-Channel Technology Directorate. This position also serves as the Division Chief over the Customer Information Services Division of MCT and will lead data driven innovations and transformations for the VA enterprise, specifically in the customer and omnichannel data domains. They will lead and manage an array of capabilities to provide authoritative customer data to the Department for both transactional and analytic needs with the burden on VA's customers to prove who they are and provide this information more than once and to help VA employees utilize accurate customer data to provide efficient and personalized services. Additional responsibilities include investigation, adoption, and exploitation of artificial intelligence. In addition, they will lead the research, strategy creation and development of new data products or services to improve the customer and employee experiences, and to enable the acceleration of digital business innovation and transformation. They will foster the creation of a data-driven culture, related competencies, and data literacy within MCT, VEO, and the VA enterprise. They will lead these transformation efforts by developing data and analytics talent and maturing the data capability of MCT.

The CIS Division Chief is responsible for overseeing all aspects of MCT's data strategy, governance, and management. The Division Chief plays a pivotal role in leveraging data as a strategic asset to drive business growth, developing advanced data-driven capabilities to enhance decision-making, and ensure data compliance and security. All data efforts require collaboration and coordination from other VA organizations as well as Department of Defense.

• Develop and implement a comprehensive data strategy aligned with the VEO and MCT's organizational goals
• Establish and enforce data governance policies, processes, standards, and best practices to ensure data quality, security, and compliance with relevant regulations.
• Define data access controls and permissions to safeguard sensitive information.
• Support compliance with data privacy regulations and implement robust security policy and measures to protect sensitive customer data.
• Identify opportunities to leverage data for innovation.
• Explore emerging technologies and trends in data management and analytics.
• Work closely with product managers and development teams to embed data-driven features and functionalities into existing and upcoming products.
• Identify opportunities for innovation through data analytics, leading to enhanced user experiences and customer satisfaction.
• Develop strategies and partnerships that leverage the exchange of data to drive business outcomes.
• Oversee data collection, integration, storage, and retrieval processes.
• Manage data architecture and infrastructure, including databases, data warehouses, and data lakes.
• Define data quality standards and oversee data profiling and cleansing efforts.
• Ensure data is accessible, reliable, and available for operational and analytical purposes.
• Drive the goals and priorities for the design and maintenance of scalable and efficient data infrastructure and systems that support data ingestion, storage, processing, and retrieval.

Duties include, but are not limited to:

• Assigns work to subordinates and evaluates work performance.
• Gives advice, counsel, or instruction to employees on both work and administrative matters. Interviews candidates for positions, recommends approving, promotion, or reassignment.
• Hears and resolves complaints from employees. Effects minor disciplinary measures such as warnings and reprimands, recommending other action in more serious cases.
• Identifies development and training needs of employees, develops performance standards; develops subordinates in delivering Veteran-centric and customer-centric service; develops subordinates by identifying training and developmental opportunities; serves as coach, facilitator, and/or negotiator in coordinating team initiatives and in consensus building activities among team members.
• Serves as the Associate Director's lead for Consultation of the T&I Program in all VA facilities and continued consultation on T&I matters. Develops consultation strategies, manages rollout, timelines, milestones. Adjusts program and project timelines based on mission changes and requirements.
• Serve as a subject matter expert in the planning, coordination, consultation, and sustained cultural transformation of VA toward improved customer experience. As part of the T&I team, the incumbent will participate in the gathering of best practices and data, development of additional tools and resources, tailored consultation to VA facilities. The incumbent demonstrates ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) values and promotes the VA WAY to include WECARE (Welcome, Explain, Connect, Actively Listen, Respond, Express Gratitude) behaviors and SALUTE (Say Hello, Apologize, Listen, Understand, Take Action, Express Gratitude) service recovery model both in direct interaction with staff, Veterans, and internal and external stakeholders as well as in the decision-making process.
• Promotes T&I by collaborating, consulting, mentoring, and building relationships with VA-staff, external subject matter experts, Veterans, their families and caregivers. The incumbent undertakes special projects, as assigned, to promote the cultural transformation
  and modernization of VA, to be a proactive veteran-oriented culture.
• Builds and sustains positive professional relationships with all levels of VA leadership. Collaborates with VA leaders on program goals, projects, and initiatives with intent to connect to agency/administration goals and projects for sustainment.
• Champions enterprise connections in new behaviors, local initiatives, and organizational goals and collaborates to ensure organizational initiative sustainment.
• Establishes and maintains working relationships with stakeholders holding opposing points of view.

Duties include, but are not limited to:

As part of the team, the incumbent will be responsible for planning and controlling administrative matters and programs under their purview by planning and monitoring action plans, evaluating corrective actions, and making recommendations for improvement.

The incumbent assists in providing guidance, support and assistance to Directorate staff in the realm of program management. Working with the divisions, the incumbent assists with the management of short and long-range data reporting requirements. As well as assisting with the development and implementation of planning and execution documents.

Incumbent will assist in the development of a program management architecture in consultation with Associate Directors to ensure alignment and integration. Participates with Associate Directors, Deputy Director, and Executive Director in reviewing and developing Directorate goals and objectives and assists in mapping out a course of action. Prepares materials, minutes, reads and drafts communications to assist managers with arbitration and grievances, employee labor relations concerns and supervisory responses. Utilizes standardize program status and performance reports; prepares and summarizes data in presentable formats or dashboard for discussion; identifies issues for concern or risks as well as recommends strategies to achieve goals within set limitations.

The incumbent assists in strategic planning, operational planning, strategic decision making, portfolio/project management, restructuring, downsizing, changing current operations, future strategies, and business process transformation. As well as risk identification and mitigation. The incumbent assists in providing guidance, support and assistance to Directorate staff in the realm of program management. Incumbent also serves as an assistant liaison for the facilitation of operational planning within the directorate.

Works in coordination with the Project Management Lead and Associate Directors to promote program management practices across the organization to include all phases of planning, the development of performance metrics that align and integrate with those at the national level, and develop the architecture required to control scope, time and cost across multiple portfolios and projects being executed simultaneously.

Uses qualitative and quantitative analytical techniques to provide ongoing evaluations and internal review and assessment of program operations. Assists with the identification of program issues and problems, assesses and tracks program improvement and provides feedback on progress. Assists with the interpretation of requirements and considers other internal demands and constraints as directed by leadership. Establishes and maintains adequate internal control over reporting program performance and progress. Ensures reporting is reliable and that transactions and other data that support measures are properly recorded, processed, and summarized. Assists with evaluation of organization, methods, and procedures for providing support such as records, communications, directives, forms, files, and documentation.

Incumbent will create, organize, manage and maintain resource sites. Compiles, consolidates, organizes, analyzes, synthesizes, and summarizes information on a variety of complex issues needed by, or of interest to leadership and staff. Provides administrative and program support on other aspects and matters related to services, initiatives, and partnerships as assigned.

Performs other related duties as assigned.


Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m.
Compressed/Flexible: Not available
Telework: Available
Virtual: This is not a virtual position.
Position Description/PD#: 18851A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

The initial application review cut-off for this job announcement is 100 applications. The first 100 applications received will be considered first. Applications received after the initial cut-off number (100 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 100 in the order they applied.

Duties include, but are not limited to:

Receives telephone calls from veterans, their family members and/or legal representatives concerning general information, directory assistance and complaint resolution. The services provided involve a broad range of topics that directly impact all three administrations with Veterans Affairs. The representative must ask clarifying and probing questions to capture the root cause of the customer's needs and ensure that the primary issue of the customer is identified as well as determine any other concerns or issues that may or may not be related.

Controls the conversation, in a courteous, empathetic, tactful, and respectful manner, to ensure that the caller's inquiry is resolved timely. Prepares well-defined and detailed case notes to effectively communicate the customer's needs and to increase the efficiency of a suitable resolution.

• Determines the appropriate VA services to meet the specific needs of customers.
• Establishes and maintains effective communication and working relationships across the full spectrum of Veterans Affairs.
• Interprets case resolution and feedback from various VA agencies for the customer.
• Triages cases that need immediate attention and alerts key stakeholders as needed.
• Maintains professionalism and controls the call while working under pressure when handling abusive, life-threatening or otherwise difficult calls.
• Asks appropriate and probing questions to identify complex or vague requests for VA services.
• Accurately records details of calls and other service requests in a limited time frame.
• Utilizes a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment.
• Identifies calls which must be referred to Veterans Crisis Line, Homeless Center, Department of Homeland Security Emergency Operations Center, White House Secret Service or to any higher-level VA staff.
• Respect the right of privacy and maintain confidentiality of callers.
• Simultaneously perform numerous customer service related duties while remaining focused on the needs of the customer.
• Demonstrates strong interpersonal skills by effectively listening, empathizing and speaking with the customer to cultivate a rapport and trustworthy relationship.
• Determines most appropriate action or identifies alternative in resolving issue(s) interpretation and analysis of information contained within the knowledge management platform and several other resources.
• Utilizes resources through VA websites, Knowledge articles and wide variety of other applicable resources as needed
• Communicates with internal and external key contributors through Microsoft Outlook, Skype messaging system, Chatter groups located in the Customer Relationship Management system.
• Appropriately uses the Workforce Management System to listen to call recordings and enter exceptions to provide details of work-related activities.
• Responds to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful with limited or no assistance.