Patents Customer Experience (CX) Specialist

Job Title

The physical worksite for this position is located in Alexandria, Virginia. Presence at the Alexandria, VA campus is required for this role, as it includes on site functions that must be performed in person. Position may be eligible for situational telework in accordance with agency policy/business unit discretion. The agency currently allows for 52 hours of telework per calendar year.

The individual selected for this position will be…

• Managing customer experience activities, including survey administration, dashboard monitoring, results analysis, and preparation of reports to inform decision-making.
• Leading customer experience projects that use quantitative and qualitative data to identify customer pain points, trends, and root causes affecting service delivery and customer satisfaction.
• Interpreting policies, guidance, and reporting requirements to support the implementation, tracking, evaluation, and documentation of customer experience initiatives and performance measures.
• Coordinating with internal stakeholders to identify, prioritize, and assist in resolving customer experience issues that affect products and service outcomes.