Chief Experience Officer

Washington, D.C
Jul 14, 2019
Jul 16, 2019
Executive, Chief
Full Time


This position is located in the Consumer Financial Protection Bureau/Operations Division/Washington, DC. The incumbent oversees and provides strategic direction on Operations efficiency and effectiveness goals as it relates to Operational Strategy, Cross-operational initiatives, Operational excellence in program delivery, and Operational Governance, Risk and Policies.

See our tips on the application process and printable checklist to ensure each step of the application is completed.

Learn more about this agency


As a CN-81 Chief Experience Officer, you will:
  • Ensure alignment and integration of the customer experience principles and standards with the Bureau's Strategic Plan. Coordinate resources and optimize systems within the Operation Division's Offices and program functions to ensure execution of the Division's customer service goals.
  • Advise and integrate customer experience principles into the development and implementation of metrics to monitor and assess the progress and effectiveness of strategic planning.
  • Set the vision, strategy and roadmap for a Customer Experience Office within the Division aligned to the Bureau's Strategic Plan. Identify principles and standards to capture the voice of the customer, influence the transformations needed across the ecosystems of metrics, business processes, technology, people and culture to permeate customer-centric thinking across the entire organization. Implement programs and tactics to improve the customer experience of Bureau employees and works with the Division's Offices to support the shift to a more customer-centric service delivery organization.
  • Manage the integration of cross operational projects and initiatives designed by the Operations Division for implementation across the Bureau. Ensure new projects and initiatives meet the principles, vision, and strategy for providing efficient and effective support to the Bureau's employees.
  • Partner with Assistant Director's of Operation Division's Offices on the execution of high priority and impactful program improvements within each of the various operations disciplines (e.g. technology, procurement, human capital, finance, administrative operations). Provide the appropriate project management, change management, and communications support to ensure consistent and cohesive programmatic implementation to the workforce.

Travel Required

Occasional travel - Occasional Travel

Supervisory status

Promotion Potential


Conditions of Employment

  • Please refer to "Conditions of Employment."
  • Click "Print Preview" to review the entire announcement before applying.
  • Must be a U.S. Citizen or U.S National
  • Public Trust background investigation will be required

The experience may have been gained in either the public or private sector or volunteer service . One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week on your résumé.


You must meet the following requirements within 30 days of the closing date of this announcement.

To qualify for this Executive-level position, you must have substantial specialized experience, which is defined as:

• Experience leading an office of a public, private, or non-profit organization developing and implementing a vision, strategy and associated policies, procedures, and guidelines to improve the effectiveness and efficiency of enterprise-wide programs and operations; AND

• Experience leading and managing a staff in the development, implementation, and evaluation of an organization's operational programs with a focus on the customer experience; AND

•Experience working across teams to resolve complex issues and deliver integrated, cost-effective, customer focused operational projects and programmatic support and services; AND

•Experience applying advanced leadership and management techniques to plan, execute and measure transformational change across the ecosystems of metrics, business processes, technology, people and organizational culture.

If you are found minimally qualified, you MUST submit a separate, concise essay (no more than 5 total pages), that addresses your experience applying the four Executive Competencies to manage and achieve the goals of the organization. The Executive Competencies include:

Developing team and organizational capability - Coaches and mentors staff; supports staff development; solicits feedback to improve own performance and pursues professional development; identifies and applies lessons learned; builds capacity to work across cultural differences; adapts style to work with diverse team members; identifies ideas and approaches that support improvement; and, manages change efforts.

Accountability - Demonstrates through words and actions integrity, trust, and a commitment to serve the public; understands the Bureau's mission, why the agency exists, and how own and others' roles contribute to success; honors commitments; takes responsibility for own actions and the work of the team; models ownership of problem solving; and, complies with external rules and regulatory requirements.

Demonstrating and sharing expertise - Makes and communicates decisions in alignment with established practices and protocols. Stays current with and appropriately applies expertise; ensures staff have access to expertise; shares subject matter guidance; applies expertise to ensure work is sound, aligned with objectives, and meets requirements; uses expertise to evaluate the adequacy of work and identify sound opportunities for improved consumer protection; uses expertise to identify improvements; applies best practices in diversity and inclusion strategies, systems, policies, etc.; and, maintains an understanding of the wide diversity that exists among consumers and utilizes this knowledge to apply technical expertise to service the full range of stakeholder needs.

Managing Quality Results - Provides work that is responsive to stakeholder or mission requirements and collects and acts on feedback/data to improve quality, efficiency, or responsiveness. Anticipates stakeholder needs and proactively addresses them to resolve concerns and balances stakeholder requests against capacity.

Your essay should include where and when the qualifications were obtained, and the organizational setting in which the experience was acquired (e.g. organization size, level, and assigned fiscal resources). A panel of Subject Matter Experts (SME's) will assess each applicant's responses to determine best qualified applicants for the position. A representative from the Office of Human Capital will contact you if you are found minimally qualified, and you will have 48 hours to submit your narrative.

Alternatively, you may submit your narrative with your application, simply attach your narrative under the ‘cover letter' or under a Narrative Response attachment category link before submitting your application.

Referral: If you are among the top qualified candidates, your application may be referred to a selecting official for consideration. You may be required to participate in a selection interview.

Veterans' preference is applied after applicants are assessed. Preference-eligibles will be listed at the top of their assigned category and considered before non-preference-eligibles in that category. Qualified preference-eligibles with a compensable service-connected disability of 10% or more will be listed at the top of the highest category.

If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP) ) you must receive a score of 90 or better to be rated as "well qualified" to receive special selection priority.


Additional information

- We may select from this announcement or any other source to fill one or more vacancies.
- This is a non-bargaining unit position.
- We offer opportunities for telework.
- We offer opportunities for flexible work schedules.

-Ethics: Bureau employees are subject to government-wide ethical standards of conduct, financial disclosure requirements, and post-employment prohibitions, which applicants may review at In addition, employees must comply with the Supplemental Standards of Ethical Conduct for Employees of the Consumer Financial Protection Bureau (5 CFR 9401), which, among other things, prohibit an employee or the employee's spouse or minor child from owning or controlling a debt or equity interest in an entity supervised by the Bureau. Regulations also impose restrictions on the outside activities of certain Bureau employees, including examiners and attorneys. Applicants may review the Bureau ethics regulations and a summary of the regulations at Questions regarding these requirements and prohibitions should be directed to the Bureau Ethics Office at .

- A one year probationary period may be required.
- A one year supervisory or managerial probationary period may be required.
- Must successfully complete a background investigation.
- Complete a Declaration for Federal Employment to determine your suitability for Federal employment, at the time requested by the agency
- If you are a male applicant born after December 31, 1959, certify that you have registered with the Selective Service System or are exempt from having to do so.
- Go through a Personal Identity Verification (PIV) process that requires two forms of identification from the Form I-9 . Federal law requires verification of the identity and employment eligibility of all new hires in the U.S.
- Obtain and use a Government-issued charge card for business-related travel.
-File a Public Financial Disclosure Report (OGE Form 278e) within 30 days of appointment and annually from then on.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Your application includes your résumé, responses to the online questions, and required supporting documents. Please be sure that your résumé includes detailed information to support your qualifications for this position; failure to provide sufficient evidence in your résumé may result in a "not qualified" determination.

To preview questions please click here .

Background checks and security clearance

Security clearance
Not Required

Drug test required

Required Documents

A complete application includes 1. A résumé, 2. Vacancy question responses, and 3. Submission of any required documents. Please note that if you do not provide all required information, as specified in this announcement, you may not be considered for this position (or may not receive the special consideration for which you may be eligible).

Please ensure all required documents, including any required work samples, narratives, or other materials as stated in this announcement, are attached to your application package. Documents can be uploaded under the category of "Cover Letter".

All applicants are required to submit a résumé either by creating one in USAJOBS or uploading one of their own choosing. (Cover letters are optional.) To receive full credit for relevant experience, please list the month/date/year and number of hours worked for experience listed on your résumé. We suggest that you preview the online questions, as you may need to customize your résumé to ensure that it supports your responses to these questions. Please view résumé tips .

VETERANS' PREFERENCE DOCUMENTATION: If you are claiming veterans preference, please see applicant guide for required documentation . In order to be considered for veterans preference, you must submit all required documentation as outlined in the applicant guide.

CAREER TRANSITION ASSISTANCE PLAN (CTAP) OR INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP) DOCUMENTATION: If you are a displaced or surplus Federal employee, click CTAP/ICTAP for eligibility and a detailed list of required documents you must submit in order to be eligible.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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