Customer Service Analyst
Department of State - Agency Wide
FreshPosted Mar 20
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Posted: March 24, 2026 (0 days ago)
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Customer Experience Strategist
Department of State - Agency Wide
Department of State
Location
Salary
$147,945 - $197,200
per year
Type
Full-Time
More Other jobs →Closes
April 6, 2026More State jobs →
GS-14 Pay Grade
Base salary range: $104,604 - $135,987
Typical requirements: 1 year specialized experience at GS-13. Senior expert or supervisor.
Note: Actual salary includes locality pay (15-40%+ depending on location).
Job Description
Summary
This role involves improving how customers interact with passport services by researching user needs, analyzing data, and recommending changes to make processes smoother for both staff and the public.
It requires leading projects to enhance customer experience across the Department of State.
A good fit would be someone with strong research skills and experience in turning data into practical strategies, who enjoys collaborating with teams and stakeholders.
Key Requirements
- One year of specialized experience equivalent to GS-14 level in federal service
- Experience designing enterprise research using qualitative and quantitative methods
- Experience translating complex data into strategic design direction
- Experience leading advanced user research and data analysis initiatives
- Experience directing multi-method research including field, lab, and remote testing
- Meet time-in-grade requirements (52 weeks at next lower grade for federal applicants)
- Ability to facilitate meetings and gather feedback from customers and stakeholders
Full Job Description
This position is located in the Passport Services, Office of Information Systems, Bureau of Consular Affairs (CA/PPT/I) in Washington, DC.
The Division is responsible for the technology and systems that support passport operations nationwide.
TO LEARN MORE ABOUT CONSULAR AFFAIRS VISIT: https://www.state.gov/about-us-bureau-of-consular-affairs/ 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.
Applicants must have 1 year of specialized experience equivalent to the GS-14 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 designing enterprise research using qualitative and quantitative methods Experience translating complex data into strategic design direction Experience leading advanced user research and data analysis initiatives Experience directing multi-method research including field, lab, and remote testing There is no substitute of education for specialized experience for the GS-15 position.
Major Duties:
- Provides insight and advice on CSE planning and implementation to generate increased operational and process efficiencies in the use of Customer Service across the bureau.
- Serve as technical advisor in matters, issues, and questions pertaining to customer experience in their assigned areas to identify, develop, manage, and lead initiatives to improve customer experience.
- Confers with other government and private officials and CSEs at meetings and conferences to determine best practices.
- Identifies and recommends changes to existing policies and regulations that focus on eliminating undue burdens on the staff, which create unintended consequences impacting internal and external customers.
- Facilitate meetings and other interactive sessions to gather feedback and insight from key customers and stakeholders
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