Job Listing
Division Director - Voice of the Customer
Office of Governmentwide Policy · Posted 1 days ago
HybridLakewood, CO$150K – $197KApply by Jun 9, 2026Miscellaneous Administration And ProgramENTJESFJESTJISTJCustomer Success
Apply for this job →About the Role
As the Voice of the Customer Division Director, you will lead the enterprise-wide effort to strategically manage GSA's customer research efforts and customer insights, and to champion the customer experience vision throughout the organization. Location of position: General Services Administration, Office of Government-wide Policy, Location Negotiable After Selection We are currently filling one vacancy, but additional vacancies may be filled as needed.
What You'll Do
- →As the Voice of the Customer Division Director, you will perform the following duties: Develop customer research and insights best practices for GSA.
- →Work with research vendors to provide best-in-class research approaches for agility, speed and breakthrough insights.
- →Lead key critical initiatives based on business goals, such as market landscape, customer targeting & positioning, and innovation.
- →Oversee end-to-end design and execution of research and analytics projects (primary and secondary, qualitative and quantitative research).
- →Assimilate large amounts of data, interrogate the data to answer our client's most pressing questions, and findings to demonstrate how results will address their business objectives.
- →Drive impact by influencing "so-what's" by making concrete recommendations rooted in deep understanding of customers and businesses based on customer data.
- →Work with stakeholders across functions and levels to solve challenging problems and empower the team to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.
- →Serve as a consultant to senior management and provide expert advice to generate and develop new hypotheses and theories of program components to explore state-of- the art practices that increase the efficiency and effectiveness of mission-critical programs.
- →Present recommendations, provide briefings, and advice to senior level managers and governing bodies, stakeholder communities on methods to increase the effectiveness of how GSA collects and uses customer sentiment data and how it generates and uses customer insights.
- →Justify and negotiate matters of a significant or controversial matter that governs the management of enterprise infrastructures and business processes.
- →Manage the work of multiple, diverse teams simultaneously.
- →Responsible for Division staffing and team performance.
- →Responsible for Division performance plans and reviews.
- →Ensure Portfolio Leads have resources and support to successfully manage their teams.
Requirements
- ✓If selected, you must meet the following conditions: Serve a one year probationary period, if required.
- ✓Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees.
- ✓If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C or NonCareer SES employee in the Executive Branch, you must disclose this information to the HR Office.
- ✓Failure to disclose this information could result in disciplinary action including removal from Federal Service.
- ✓Undergo and pass a background investigation (Tier 2 investigation level).
- ✓Serve a one year supervisory or managerial probationary period, if required.
- ✓US Citizenship or National (Residents of American Samoa and Swains Island) Meet all eligibility criteria within 30 days of the closing date Meet time-in-grade within 30 days of the closing date, if applicable Register with the Selective Service if you are a male born after 12/31/1959
Benefits
- ★You will have access to many benefits including: Health insurance (choose from a wide range of plans) Life insurance coverage with several options Sick leave and vacation time, including 11 paid holidays per year Thrift Savings Plan (similar to a 401(k) plan) Flexible work schedules Transit and child care subsidies Flexible spending accounts Long-term care insurance Training and development
Personality Fit
Job ID: 9a892ce7-13d9-4427-b064-3a92b1e1910f
Posted via USAJobs