- Position Title
- Digital Communications Strategist (Customer Experience)
- Agency
- Patent and Trademark Office
- Announcement Number
- TMCO-OCCO-25-12604353-DE Opens in new window
- Open Period
- Monday, November 25, 2024 to Friday, December 6, 2024
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1.
Do you claim Veterans’ Preference?
2.
Are you a current or former federal employee displaced from the agency hiring for this position? If yes, confirm:
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
- you are located in the same local commuting area of the vacancy; AND,
- you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
- you are applying to a position that does not have greater promotion potential than the position from which you were or will be separated; AND,
- your last performance rating of record is at least fully successful or the equivalent. For more information, review the USAJOBS Help Center.
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice or a Proposed Removal/Separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
3.
Are you a current or former Federal employee displaced from a position in a Federal agency other than the agency hiring for this position? If yes, confirm:
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
- you are located in the same local commuting area of the vacancy; AND,
- you are applying to a position that is at or below the grade level of the position from which you were or will be separated; AND,
- you are applying to a position that does not have greater promotion potential than the position from which you were or will be separated; AND,
- your last performance rating of record is at least fully successful or the equivalent. For more information, review the USAJOBS Help Center.
To verify your eligibility, you must submit supporting documentation such as a Reduction in Force (RIF) separation notice to include your latest performance rating (if the notice does not have this information included, you must submit a copy of your most recent performance appraisal) and a copy of your latest Notification of Personnel Action, Standard Form 50.
Preferences
1.
Select the lowest grade you are willing to accept for this position.
2.
How did you hear about this USPTO job opportunity? (No Choice Limit)
3.
Have you held a political appointment within the previous five-year period?
4.
If you are a current or former Federal civilian employee, by what agency/office or Department of Commerce bureau are you employed?
5.
If you answered "Other" to the above question, please enter the agency and organization.
Assessment 1
Thank you for your interest in the Digital Communications Strategist (Customer Experience), GS-0301-12/13 position with the United States Patent and Trademark Office (USPTO). Your resume and the responses you provide will be used to determine if you are among the best qualified for this position. Your responses are subject to verification. Please review your responses for accuracy before you submit your application.
Select “Yes” or “No” to the following question(s).
1.
Specialized Experience: Candidates for the GS-12 grade level must have at least 52 weeks of specialized experience equivalent to the GS-11 grade level in the Federal service. Do you meet the below specialized experience requirements for this position?
- Experience collecting, analyzing and visualizing quantitative data from Google Analytics and other communication channels to monitor key performance metrics through data dashboards, tables, and reports.
- Experience categorizing unstructured, qualitative feedback from customers to identify common themes and actionable improvements.
- Experience working on customer experience improvement that involve multiple research methods (e.g. qualitative and quantitative).
2.
Specialized Experience: Candidates for the GS-13 grade level must have at least 52 weeks of specialized experience equivalent to the GS-12 grade level in the Federal service. Do you meet the below specialized experience requirements for this position?
- Experience managing, analyzing and visualizing quantitative data from Google Analytics and other communication channels to monitor key performance metrics through data dashboards, tables, and reports.
- Experience managing and categorizing unstructured, qualitative feedback from customers to identify common themes and actionable improvements.
- Experience strategizing and leading customer experience improvements that involve multiple research methods (e.g. qualitative and quantitative).
For each of the following items, select the one statement that most accurately describes your training and experience carrying out each task using the scale provided below.
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided.
3.
Identifying, extract data from, and analyze key performance metrics from the public website and employee intranet, email alerts (GovDelivery), social media platforms (LinkedIn, Facebook, YouTube, X, Instagram), and external search platforms (Google, Bing).
4.
Analyze quantitative metrics (e.g., page views or engagement rates) to analyze, forecast, recommend and/or advocate for a specific course of action.
5.
Analyze qualitative metrics (customer feedback) using speech and text analytics methods to gather insights about the customer experience across all communication channels.
6.
Identify the correct research method to perform data analysis, selecting the appropriate model, and identifying when data is insufficient to reach conclusions
7.
Monitor effective benchmarks for measuring the impact of efforts; analyze, review, report on effectiveness of online campaigns in an effort to maximize results; and recommends new or revised strategies as data warrants.
8.
Strategize and present plans to maximize the use of the agency's communication platforms to communicate with employees, the public, and stakeholders.
9.
Notify management to urgent or important issues regarding the website; and solicits the submission of suitable content from Business Units and stakeholders in keeping with USPTO's mission.
10.
Consolidate metrics into dashboards and reports to better analyze the success of communication plans and initiatives using key performance indicators.
11.
Ensure adherence to Federal, Department of Commerce, and USPTO web policies and regulations.
12.
Comprehensive knowledge of a broad range of data analyses and/or other concepts, principles, standards, methods, techniques, practices, and procedures.
13.
A Subject matter expert that can represent department on teams or projects related to data management, mobile technology, open government, and other areas.
14.
Respond to agency data calls for metrics related to communication channels.
15.
Utilize visualization tools including Looker Studio, Tableau, Qualtrics, or other platforms to create and present charts, graphs, tables, and other means of analysis.
16.
Utilize spreadsheets, pivot tables, and other features of Excel or Power BI to break down complex data.
17.
Facilitate the distribution and presentation of data dashboards and reports to agency stakeholders.
18.
Consolidate data and identifies key performance metrics that support customer experience and communication goals.