Data Analyst, GS-0301- 13 FPL 13 (DE)

Full Job Description

This position is located in Federal Student Aid (FSA), Office of the Ombudsman in Washington, DC.

The incumbent is responsible for serving as a Data Analyst (Customer Insights) for the Complaint Research and Resolution Analytics division.

The Customer Insights Analyst manages FSA's Voice of the Customer (VoC) Platform, a Software as a Service (SaaS) product.

Minimum Qualification Requirements You may meet the minimum qualifications for the GS-13, if you possess the specialize experience.

Specialized Experience for the GS-13 One year of experience in either federal or non-federal service that is equivalent to at least a GS-12 performing two (2) out of three (3) of the following duties or work assignments: 1.

Experience using statistical or analytical methodologies and tools to analyze customer feedback or operational data and develop actionable insights through written analyses, reports, or presentations.

2.

Experience designing, implementing, or managing customer experience measurement, Voice of the Customer (VoC), or customer insights programs to identify opportunities for improving products, services, policies, or operations in the Title IV/Higher Education space.

3.

Experience working with or supporting a digital product, analytics platform, or Software as a Service (SaaS) environment to collect, analyze, or visualize data and inform organizational decision-making.

Knowledge, Skills, and Abilities (KSAs) The quality of your experience will be measured by the extent to which you possess the following knowledge, skills and abilities (KSAs).

You do not need to provide separate narrative responses to these KSAs, as they will be measured by your responses to the occupational questionnaire (you may preview the occupational questionnaire by clicking the link at the end of the Evaluations section of this vacancy announcement).

1. Knowledge of customer feedback methodologies, survey design, and Voice of the Customer programs used to collect and analyze customer insights across multiple channels. 2.

Skill in applying qualitative and quantitative analytical methods to identify trends, patterns, and emerging risks within customer feedback and operational data. 3.

Ability to synthesize complex data and feedback into actionable insights and recommendations that improve programs, policies, and customer experience outcomes. 4.

Ability to collaborate with cross-functional teams and influence stakeholders through data-driven insights to support informed decision-making. 5.

Skill in developing reports, dashboards, and briefings that communicate analytical findings clearly to technical and non-technical audiences. Major Duties:

The Office of Federal Student Aid's Office of the Ombudsman is seeking a Customer Insights Analyst (Data Analyst, GS-13) responsible for supporting the Voice of the Customer (VoC) program for Federal Student Aid.

This position analyzes customer feedback from multiple sources—including complaints, surveys, digital feedback, call transcripts, and operational data—to identify trends, emerging risks, and systemic issues affecting borrowers, institutions, and program partners.

The incumbent synthesizes customer insights into actionable findings and recommendations that improve service delivery, policy implementation, program operations, and partner performance across federal student aid programs.

This role collaborates with product teams, business units, and leadership to ensure customer insights inform decision-making and drive measurable improvements to the borrower and partner experience.

APPLICATION LIMIT: This vacancy announcement is limited to the first 200 applications received and will close at 11:59PM Eastern Time on the day that we receive the 200th application, or at 11:59PM Eastern Time on the listed closing date, whichever occurs first.

We encourage you to read this entire vacancy announcement prior to submitting your application.

As a Data Analyst, GS-0301-13, you will be responsible for: • Analyzes customer feedback across multiple channels (complaints, surveys, call transcripts, digital feedback, and other sources) to identify trends, emerging risks, and systemic issues affecting borrowers and partners.

• Conducts qualitative and quantitative analysis to distinguish isolated issues from patterns, trends, and leading indicators of operational, policy, or servicing problems.

• Synthesizes customer insights into findings and recommendations to improve operations, service delivery, policy implementation, and partner performance.

• Collaborates with product teams, business units, and leadership to validate insights, contextualize findings, and support data-driven decision-making.

• Develops and delivers reports, dashboards, and executive briefings that communicate customer experience insights and support improvements to programs, products, and services.