Human-Centered Design Specialist

Are you up for an exciting challenge to work with us in the Office of Patents Stakeholder Experience? This position is located in the Office of the Commissioner for Patents, Office of Patents Stakeholder Experience (OPSE), Customer Experience Division (CX). This position supports the Patents CX unit in OPSE in engaging the Patents organization to improve understanding of customer needs and drive customer-focused business decisions.

Telework

The physical worksite for this position is located in Alexandria, Virginia. This position is telework eligible per agency and business unit discretion/policy.

Duties

This is an ideal position for you if you...

• Are motivated in utilizing and managing Office of Patents Stakeholder Experience's (OPSE's) customer experience management (CXM) platform, alongside a customer relationship management (CRM) platform, to identify ways to improve internal workflows and external experience receiving services.
• Utilize judgment in choosing, interpreting and adapting guidelines to specific-use cases or problems related to implementing, managing, tracking, evaluating, and understanding large-scale complex data analysis projects and their associated requirements and risks, with focus on how to improve the customer experience.
• Enjoy identifying and developing ways to resolve problems or address issues and concerns that directly affect or impact accomplishment of project goals and objectives.
• Enjoy maintaining comprehensive knowledge of the methods and tools for designing protocols and collecting and analyzing information to evaluate customer experiences for users with all abilities, including qualitative and quantitative data, lab-based user testing, journey mapping, persona creation, and ethnography.

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Qualifications

Experience in providing support to a Customer Experience unit to improve understanding of customer needs and drive customer-focused business decisions; conducting research throughout phases of the design and development cycle (discovery phase, exploratory phase, testing phase, listening phase); and/or experience in designing, conducting and analyzing the customer feedback research data.

Education

Education cannot be substituted for experience at this grade level.

Conditions of Employment

Applications will only be accepted from United States Citizens and Nationals and your resume and question responses must demonstrate the job-related competencies. If selected, you will be required to pass a background investigation.

The full list of conditions and qualifications can be found on the USAJOBS posting.

The USPTO strives to embed diversity, equity, inclusion, and accessibility (DEIA) in all aspects of our work. Intellectual property is most effective when people of diverse backgrounds and perspectives participate in exchanges with others and programs to drive innovation, entrepreneurship, and creativity for the benefit of all Americans and people around the world. The USPTO incorporates DEIA best practices throughout our exchanges, programs, and community partnerships, and in our workforce and workplace. The agency is committed to addressing barriers based on race, ethnicity, color, national origin, sex, age, disability, sexual orientation, gender identity or expression, religion, geographic location, education, income, socioeconomic status, and other diversity dimensions that may hinder inclusion in the organization. The USPTO's commitment to DEIA strengthens the intellectual property ecosystem and is vital to building trust and partnerships in the United States and around the world.