Management and Program Analyst

Summary This position is located on the Customer Experience (CX) and Portfolio Management Team, Office of Planning and Customer Experience in the Bureau of Administrations's Directorate of Planning, Resources, and Innovation. Responsibilities Demonstrates the value and necessity of content strategy and ensures integration with broader CX strategies. Provides expert guidance and operational support on content strategy for Bureau service providers and communications-focused staff, with goals for delivering relevant and cohesive content across touchpoints and creating seamless customer journeys. Researches and recommends appropriate methods for gathering qualitative and quantitative data to inform decision-making on content strategy. Creates communication products and design artifacts (e.g., personae, journey maps, wireframes) that reflect and integrate customer needs and perspectives. Participates in the design and facilitation of surveys, interviews, observations, focus groups, and workshops to gather insights from customers and other stakeholders. Advises and provides operational support to service providers on the content strategy lifecycle, including goal setting, planning, content creation, multi-channel distribution, and active management and maintenance. Requirements Conditions of Employment Qualifications Applicants must have 1 year of specialized experience equivalent to the GS-11 level in the Federal service which provided the applicant with the particular knowledge, skills and abilities to perform the duties of the position. Qualifying specialized experience must demonstrate the following: Experience in working with diverse stakeholders and cross-functional teams to conduct customer or user research, frame problems or goals, and prototype, test, and design possible solutions. Experience in actively engaging and advising diverse teams, service providers, and leadership on the value and necessity of content strategy and associated approaches, tools, and techniques. Skilled in leveraging a variety of digital tools for collaboration and strategic content development. Demonstrated expertise in active listening and written, oral, and visual communication, including the development of communication products and design artifacts. Demonstrated expertise in developing content strategy and governing the full content strategy lifecycle, including goal setting, planning, content creation, multi-channel distribution, and active management and maintenance. Experience in gathering, synthesizing, and analyzing qualitative and quantitative data to make recommendations that chart the course for customer-focused projects. There is no substitute of education for specialized experience for the GS-12 position. Applicants must meet all the required qualification requirements described below by the closing date of this announcement. NOTE: Applicants must meet time-in-grade and time after competitive appointment requirements, by the closing date of this announcement. Time-In-Grade Requirements: Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions, per 5CFR 300, Subpart F. Education Education requirements do not apply to this vacancy announcement. Additional Information For reasonable accommodation at the U.S. Department of State, please contact the Office of Accessibility and Accommodations at (202) 663-3474 or OAA@state.gov. If eligible, telework agreements may be permitted with supervisory approval. Multiple positions may be filled from this announcement. If eligible, applicants to this announcement may be referred to other similar positions in other Bureaus/Offices in the Department for up to 240 days. Telework eligibility and security clearance requirements may vary for such similar positions.