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

The 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.

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.

Education cannot be substituted for experience for this position and grade level.

We use a multi-step process to review and evaluate applicants: Eligibility and Minimum Qualifications Once the vacancy announcement closes, we will review your submitted resume and documents to determine if you meet the eligibility and minimum qualification requirements, including any required education, experience, and/or selective placement factors.

You will be rated as ineligible if you are outside of the area of consideration (i.e., who may apply) or your application is missing any required documents.

You will be rated as not qualified if you do not possess the minimum qualification requirements. Rating and Ranking If you are found to meet both the eligibility and minimum qualification requirements, we will assess the quality of your experience and the extent to which you possess the required KSAs by comparing your submitted resume and documents against your responses to the occupational questionnaire.

Your application may be referred to a subject matter expert or panel of subject matter experts for further evaluation. Based on the outcome of this evaluation, you will be placed into one of three categories: Best Qualified, Well Qualified, or Qualified. If your responses to the occupational questionnaire are not substantiated by your submitted resume, you may be eliminated from receiving further consideration.

Veterans' Preference: Qualified veterans' preference eligibles will be ranked ahead of qualified non-preference eligibles within each category for which they are qualified. Qualified veterans' preference eligibles with a compensable service-connected disability of 10 percent or more (CPS and CP) will be placed at the top of the Best Qualified category, except in the case of scientific or professional positions at the GS-9 grade level or higher. Based on the outcome of this evaluation candidates will be assigned a numerical score out of a possible 100 and be placed into one of three categories: Best Qualified, Well Qualified, or Qualified.

The three categories are defined below: Best-Qualified Category – Applicants who have a score between 95 and 100. Demonstrates better overall or key knowledge, skills, or abilities for a specific position. Well-Qualified Category – Applicants who have a score between 85 and 94.99.

Possesses the knowledge, skills, and abilities which clearly exceed the minimum qualification requirements for the position but does not necessarily meet the definition of best qualified. Qualified Category – Applicants who have a score between 70 and 84.99. Meets the minimum qualification standards for a specific position.

You may preview questions for this vacancy.

Veterans' 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 [email protected] 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 Selection If 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.

Step 1: Create a USAJOBS account (if you do not already have one) at www.usajobs.gov. Step 2: Create a resume using the USAJOBS resume builder or upload a resume into your USAJOBS account. Ensure that your resume demonstrates your education, experience, training, and accomplishments as it relates to the qualifications for this position and substantiates your responses to the occupational questionnaire.

Step 3: Upload any required documents into your USAJOBS account (must be less than 3MB and in one of the following document formats: GIF, JPG, JPEG, PNG, RTF, PDF, or Word (DOC or DOCX)). Step 4: Click "Apply Online" and follow the prompts to complete the occupational questionnaire and attach any required documents. Verify that uploaded documents from USAJOBS transfer into the agency's hiring system.

You will have the opportunity to upload any additional required documents in the agency's hiring system.

Click “Finish” to submit your application.

NOTE: You may update your application or required documents at any time while the announcement is open by logging into your USAJOBS account, clicking on "Application Status," clicking on the position title, clicking "Update Application,” and following the prompts. In order to receive consideration for this position, you must submit your complete application, including all required documents, by 11:59 PM Eastern Time on the closing date of the vacancy announcement. If the vacancy announcement has an application limit, we recommend that you submit your complete application at the time of initial application.

We will not accept any required documentation after the closing date of the vacancy announcement. If you have any questions regarding submitting your application, please contact the HR Specialist listed under the Agency Contact Information.

You must submit (REQUIRED FOR ALL APPLICANTS): A resume demonstrating your education, experience, training, and accomplishments as it relates to the qualifications for this position and substantiating your responses to the occupational questionnaire. Please limit your resume to 2 pages with the font size no smaller than 10 points. If your resume is more than 2 pages, only the first 2 pages will be reviewed and considered for the qualifications determination.

If you are claiming Veteran's Preference, you must submit: A copy of your DD-214 that shows active service and character of discharge (Separated Members only); OR A certification of expected discharge or release from active duty under honorable conditions within 120 days from the date of application (Current Active Duty Members only); AND/OR The Application for 10-Point Veteran Preference (SF-15) AND all documents indicated on the form as proof of type of preference; AND/OR Proof of Sole Survivorship Preference (e.g., certificate of death or 100% disability as a result of serving in the armed forces). Career Transition Assistance Plan (CTAP), or Interagency Career Transition Assistance Plan (ICTAP): Visit the https://www2.ed.gov/about/jobs/open/edhires/ictap.html or https://www2.ed.gov/about/jobs/open/edhires/ctap.html for information on how to apply as a CTAP, or ICTAP eligible. To exercise selection priority for this vacancy, CTAP/ICTAP candidates must meet the basic eligibility requirements and all selective factors.

CTAP/ICTAP candidates must be rated and determined to be well qualified (or above) based on an evaluation of the competencies listed in the How You Will Be Evaluated section. When assessed through a score-based category rating method, CTAP/ICTAP applicants must receive a rating of at least 85 out of a possible 100.