Management and Program Analyst (CX Coordinator)

The mission of the Branch of Medical & Pharmaceutical Operations is to provide medical and pharmaceutical consultative services to the benefit programs and to oversee appropriate implementation and management of OWCP's medical and pharmacy bill processing operations.

Major Duties:

• Design, implement, and manage DAO's CX program to improve the internal and external CX of DAO services provided by federal staff and contract services vital to the mission of OWCP.
• Design and conduct surveys, usability test sessions, secondary research, observational studies, and interactive sessions (e.g., interviews, focus groups, workshops, town hall meetings, outreach engagements, etc.), and provides root-cause analysis of customer experience issues, performance, and/or customer concerns.
• Review, evaluate, distill, and synthesize data to uncover issues, identify trends, and provides recommendations to drive organizational strategy and improvement.
• Serve as lead for the Division's CX initiatives with responsibility for building and maintaining an understanding of who DAO customers are, the objectives to be met, the value the public seeks from DAO services and designs and implements plans to accomplish objectives.
• Identify CX needs and objectives for provision of Division services, make recommendations on solutions that may include policy changes, implement solutions through federal and contract staff.