Chief Experience Officer

The Chief Experience Officer (CXO) is a senior executive within the Office of the Chief Information Officer (OCIO) and leads the Customer Experience Office. The position reports directly to the Deputy Chief Information Officer. The CXO provides enterprise leadership for defining, governing, measuring, and improving the end-to-end experiences of SBA customers and users. Relocation and/or recruitment incentives may be authorized. PRINCIPALES MISSIONS : Exercises executive leadership over the Customer Experience Office. Establishes the enterprise customer-experience vision, strategy, governance, resource priorities, performance expectations, and operating model across SBA. Develops, communicates, and executes a multi-year enterprise customer-experience strategy aligned with SBA mission priorities, strategic goals, performance objectives, customer needs, and applicable laws, regulations, policies, and standards. Establishes enterprise customer-experience principles, service standards, design standards, operating practices, and governance processes. Ensures that programs and functions incorporate customer needs, customer journeys, service blueprints, usability, accessibility, clarity, and customer-outcome measures throughout planning, policy, process, procurement, technology, and service-delivery activities. QUALIFICATIONS REQUISES : Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Candidates will not be hired based on their race, sex, color, religion, or national origin. To meet the minimum qualification requirements for this position, you must show that you possess the Executive Core Qualifications (ECQ) and Technical Qualifications (TQ) related to this position within your resume - NOT TO EXCEED 2 PAGES. Resumes over the 2-page limit, will not be reviewed beyond page 2 or may be disqualified. Your resume should include examples of experience, education, and accomplishments applicable to the qualification(s). If your resume does not reflect demonstrated evidence of these qualifications, you may not receive consideration for the position. There is NO requirement to prepare a narrative statement specifically addressing the Executive Core Qualifications (ECQs) or the Technical Qualifications (TQs). TECHNICAL QUALIFICATIONS (TQs): Your resume should demonstrate accomplishments that would satisfy the technical qualifications. TQ 1: Enterprise Customer Experience and Integrated Service Delivery: Demonstrated executive experience leading an organization-wide customer experience program(s) that brings multiple programs, websites, phone lines, and inboxes together into one central entry point, with authority over new channels and accountability for customer outcome measures (satisfaction, confidence, response time, first-contact resolution, and completion rates) reported with financial and operational results. TQ 2: Product Ownership of Customer-Facing Platforms and Web Modernization: Demonstrated experience directing the business strategy, process design, and user uptake of enterprise digital platforms that support customer relationships, service requests, and rebuilding web properties under one visual identity and set of design standards, consistent with the 21st Century IDEA and OMB M-23-22 (or other equivalent standards). EXECUTIVE CORE QUALIFICATIONS (ECQs): In addition to the Technical Qualification Requirements listed above, all new entrants into the Senior Executive Service (SES) under a career appointment will be assessed for executive competency against the following five mandatory ECQs. If your 2-page resume does not reflect demonstrated evidence of the ECQs and TQs, you may not receive further consideration for the position. There are five ECQs: ECQ 1: Commitment to the Rule of Law and the Principles of the American Founding - This core qualification require

Salaire : $151,661 – $228,000/Per Year | Avantages : https://help.usajobs.gov/index.php/Pay_and_Benefits

The U.S. Small Business Administration helps power the American dream of entrepreneurship. As the federal government's leading advocate for small businesses, we empower job creators with the essential resources and support they need to start, grow, and expand their businesses or recover from a declared disaster. Our services reach communities nationwide through a robust network of SBA field offices and partnerships with both public and private organizations. If you're seeking more than just a job - if you desire purpose, impact, and the chance to contribute to something truly meaningful - this is your opportunity. Small businesses are our nation's backbone, driving innovation, creating jobs, and fueling prosperity. At the SBA, you'll directly help empower these vital businesses and ignite economic growth under the leadership of President Donald J. Trump and Administrator Kelly Loeffler. For over 70 years, the SBA has fueled America's small business success by providing crucial access t