Data Analyst, GS-0301- 13 FPL 13 (DE)

SummaryThis position is located in Federal Student Aid (FSA), Office of the Ombudsman in Washington, DC. The incumbent is responsible for serving as a Data Analyst (Customer Insights) for the Complaint Research and Resolution Analytics division. The Customer Insights Analyst manages FSA's Voice of the Customer (VoC) Platform, a Software as a Service (SaaS) product.Learn more about this agencyDutiesHelpThe Office of Federal Student Aid's Office of the Ombudsman is seeking a Customer Insights Analyst (Data Analyst, GS-13) responsible for supporting the Voice of the Customer (VoC) program for Federal Student Aid.This position analyzes customer feedback from multiple sources-including complaints, surveys, digital feedback, call transcripts, and operational data-to identify trends, emerging risks, and systemic issues affecting borrowers, institutions, and program partners.The incumbent synthesizes customer insights into actionable findings and recommendations that improve service delivery, policy implementation, program operations, and partner performance across federal student aid programs.This role collaborates with product teams, business units, and leadership to ensure customer insights inform decision-making and drive measurable improvements to the borrower and partner experience.APPLICATION LIMIT: This vacancy announcement is limited to the first 200 applications received and will close at 11:59PM Eastern Time on the day that we receive the 200th application, or at 11:59PM Eastern Time on the listed closing date, whichever occurs first.We encourage you to read this entire vacancy announcement prior to submitting your application.As a Data Analyst, GS-0301-13, you will be responsible for:• Analyzes customer feedback across multiple channels (complaints, surveys, call transcripts, digital feedback, and other sources) to identify trends, emerging risks, and systemic issues affecting borrowers and partners.• Conducts qualitative and quantitative analysis to distinguish isolated issues from patterns, trends, and leading indicators of operational, policy, or servicing problems.• Synthesizes customer insights into findings and recommendations to improve operations, service delivery, policy implementation, and partner performance.• Collaborates with product teams, business units, and leadership to validate insights, contextualize findings, and support data-driven decision-making.• Develops and delivers reports, dashboards, and executive briefings that communicate customer experience insights and support improvements to programs, products, and services.RequirementsHelpConditions of employmentRelocation will not be paid.Males 18 and over must be registered with the Selective Service.You may be subject to serve a one-year probationary period.Must be a U.S. Citizen.Background Investigation is required.Condition of Employment:As a condition of employment for accepting this position, you may be required to serve a probationary period or trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:• your performance and conduct;• the needs and interests of the agency;• whether your continued employment would advance organizational goals of the agency or the Government; and• whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period OR trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.You must meet all qualification requirements within 30 days of the closing date of this vacancy announcement.Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills, and can provide valuable training and experience that translates directly to paid employment. We will consider all qualifying experience, including any volunteer experience.QualificationsMinimum Qualification RequirementsYou may meet the minimum qualifications for the GS-13, if you possess the specialize experience.Specialized Experience for the GS-13One year of experience in either federal or non-federal service that is equivalent to at least a GS-12 performing two (2) out of three (3) of the following duties or work assignments:1. Experience using statistical or analytical methodologies and tools to analyze customer feedback or operational data and develop actionable insights through written analyses, reports, or presentations.2. Experience designing, implementing, or managing customer experience measurement, Voice of the Customer (VoC), or customer insights programs to identify opportunities for improving products, services, policies, or operations in the Title IV/Higher Education space.3. Experience working with or supporting a digital product, analytics platform, or Software as a Service (SaaS) environment to collect, analyze, or visualize data and inform organizational decision-making.Knowledge, Skills, and Abilities (KSAs)The quality of your experience will be measured by the extent to which you possess the following knowledge, skills and abilities (KSAs). You do not need to provide separate narrative responses to these KSAs, as they will be measured by your responses to the occupational questionnaire (you may preview the occupational questionnaire by clicking the link at the end of the Evaluations section of this vacancy announcement).1. Knowledge of customer feedback methodologies, survey design, and Voice of the Customer programs used to collect and analyze customer insights across multiple channels.2. Skill in applying qualitative and quantitative analytical methods to identify trends, patterns, and emerging risks within customer feedback and operational data.3. Ability to synthesize complex data and feedback into actionable insights and recommendations that improve programs, policies, and customer experience outcomes.4. Ability to collaborate with cross-functional teams and influence stakeholders through data-driven insights to support informed decision-making.5. Skill in developing reports, dashboards, and briefings that communicate analytical findings clearly to technical and non-technical audiences.EducationEducation cannot be substituted for experience for this position and grade level.Additional informationVeterans' Career Counseling: If you are a veteran interested in receiving tips on preparing a Federal resume and/or how to prepare for an interview, you may email careers@ed.gov to schedule a session with a career counselor ("Veterans Counseling Session" should be placed in the subject line of the email).Student Loan Default: If selected for this position, we will verify that you have not defaulted on any loan funded or guaranteed by the U.S. Department of Education. If you are found to be in default, we will contact you to make arrangements for repayment prior to making an official offer of employment.Suitability and Investigation: If selected for this position, you will be required to complete the Declaration for Federal Employment (OF-306) to determine your suitability for federal employment and successfully complete a pre-appointment investigation/background check.Essential/Non-Essential: This position is considered essential for purposes of reporting to work during federal government closures.Financial Disclosure: This position does not require financial disclosure.Bargaining Unit: This position is included in the bargaining unit (American Federation of Government Employees (AFGE) Local 252).Referral and SelectionIf you are found to be amongst the most highly qualified applicants, you will be referred to the selecting official. As part of the assessment and selection process, the selecting official may invite you to participate in a structured interview, check your references, and/or request that you submit a writing sample or complete a written assessment or exercise to further evaluate your qualifications for this position. If you require reasonable accommodation for any part of the interview process or written assessment or exercise, please inform the selecting official at the time of scheduling.Selections: Agencies have broad authority under law to hire from any appropriate source of eligibles and may fill a vacancy in the competitive service by any method authorized. We may make additional selections from this vacancy announcement within 90 days from the date the selection certificates are issued, should vacancies occur. We may also share selection certificates amongst program offices across the agency.Expand Hide additional informationCandidates 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.BenefitsHelpA career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.As an ED employee, you will also benefit from our family-friendly work environment. As part of our commitment to maintain a work life balance, we offer excused leave for Parent/Teacher Conferences (3 hours); excused leave for annual health screenings (4 hours); and matching leave for community volunteer service. Other flexibilities that may be available to you include alternative work schedules. You may be eligible to receive a recruitment incentive for this position. To receive this incentive payment, you will be required to sign a service agreement obligating you to remain with the U.S. Department of Education for a specified period as agreed upon. You may be eligible to receive a relocation incentive for this position. To receive this incentive payment, you will be required to sign a service agreement obligating you to remain with the U.S. Department of Education for a specified period as agreed upon. You may be eligible to participate in the Student Loan Repayment Program as a recruitment incentive for this position. To receive student loan repayments, you will be required to sign a service agreement obligating you to remain with the U.S. Department of Education for a specified period as agreed upon.Review our benefits