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This position is responsible for customer relationship management
analytics as a whole for the ERS and will be integral to helping
establish it as a Federal agency leader in this field. Incumbent
provides comprehensive support as a technical and program expert
in the areas of Web performance measurement and user assessment.
The incumbent performs sophisticated analysis and modeling on www.ers.usda.gov site usage, supervises quantitative and qualitative data collection,
and develops tools and techniques for performance tracking and measurement.
Responsibilities:
- Serves as principal who plans, executes and manages the ERS's
Web performance/user assessment initiative.
- Performs critical analysis of current www.ers.usda.gov performance measures and performance assessment techniques. Analyzes
and models www.ers.usda.gov's performance relative to current
and emerging Web metrics standards.
- Tracks and analyzes site usage trends using: Internet log file
analysis tools, search engine indexing, online customer surveys,
and customer data from Webmaster and call center inquiries.
- Supervises weekly and monthly collection of customer data for
the www.ers.usda.gov,
and implements system for communicating findings to senior management.
- Performs usability testing and expert (heuristic) analysis of
ERS web products, trains and coaches staff on usability and other
user assessment techniques, and manages ERS' usability testing
facilities and equipment.
- Based on analytical findings, develops recommendations and
strategy for improving www.ers.usda.gov's CRM initiatives. Implements
integrated system for www.ers.usda.gov performance and user assessment based on current and emerging
industry standards and Federal requirements.
- Convenes cross-functional Web teams to implement performance
measurement and user assessment projects and systems.
- Performs comparative analyses of commercial and government-developed
Web site performance and user assessment tools and methods.
- Performs additional quantitative and qualitative analyses as
needed to support Web site operations and strategy development.
- Briefs, "sells," and educates top ERS Web managers,
technical experts and program executives as to the merits of performance
measurement, user assessment, and CRM initiatives. Prepares presentations
and training, and conducts or attends meetings and seminars as
required.
- Maintains expert professional knowledge of current research
and technology in the broad fields of Web performance and user
assessment policy and techniques, customer relationship management,
business process improvement, benchmarking and best practices,
information technology life cycle, Web site information architecture,
and strategic planning.
- Provides white papers on Web site performance measurement, user
assessment, customer relationship management, and related topics.
- Performs other duties as assigned.
The Ideal Candidate Will Possess the Following:
- Demonstrated analytical ability, strong knowledge of statistical
analysis and modeling capability, and expertise in both quantitative
and qualitative data collection and analysis techniques (including
surveys, usability testing and analysis, and focus groups).
- Experience structuring and conducting complex analysis.
- Ability to synthesize large volumes of complex information and
present it to senior management in a clear, concise and compelling
manner.
- Excellent project management skills, with ability to independently
manage multiple projects.
- Ability to interface with systems professionals in order to
develop/refine decision support systems and ensure data integrity.
- Excellent interpersonal and written and oral communication skills,
as well as public speaking and meeting management skills.
- Demonstrated skill using Excel, Word and PowerPoint.
- Extensive working knowledge of user search engine behavior,
WebTrends, and SQL.
- 3 years solid experience with Web site development and online
data analysis and research.
- Bachelor's and Master's (preferred) degrees in the social science,
marketing, statistics, or business-related fields with solid technical
and project management skills.
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