Customer Experience Project Lead, National

www.findapprenticeship.service.gov.uk - Jobboard; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A government agency in Birmingham is looking for a customer experience lead to oversee the delivery of customer-focused initiatives. The ideal candidate will have experience in managing client relationships and the ability to drive significant improvements in customer engagement. This role supports the transition to smarter working environments while enhancing workplace experiences.

Qualifications

• Experience in customer experience related roles.
• Strong communication skills.
• Ability to manage relationships with clients.

Responsibilities

• Lead customer experience work-stream across project lifecycles.
• Engage key stakeholders and manage client relationships.
• Develop content for communications related to Customer Experience.

Job description

The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government’s office estate.

We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. We are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme, and Net Zero Programme. We also deliver cost-effective property services including asset management, lifecycle replacement, and workplace services.

Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are:

• Striving for excellence: We always aim to deliver great results.
• Empowering through respect: We insist on fair treatment for all, always.
• Acting with integrity: We consistently do the right thing.
• Succeeding together: We rely on each other to achieve success.

We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is about ensuring our services meet the needs of government departments and civil servants. We particularly welcome applications from candidates who are disabled, ethnically or gender diverse, and those who identify as LGBTQ+.

Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and supporting economic growth.

We are driven by purpose, and you can be part of it: making a meaningful impact, influencing, having your voice matter, and helping shape our future.

The Workplace Experience Team is a high-performing, motivated, and collaborative team responsible for delivering customer-focused work, including the Customer Experience function, Workplace Change—supporting civil service departments to embed Smarter Working—and Customer Insight—developing understanding of our customers to improve GPA products and services.

The Customer Experience function is key to delivering a great customer experience across the GPA estate. We support clients and customers in their move to smarter working environments and aim to create healthy, thriving workplace communities. We champion the customer voice, use customer insights to improve experiences, and uphold customer service excellence.

Key Responsibilities

Working closely with the team, GPA colleagues, delivery partners, and clients, you will lead your portfolio's delivery. Your responsibilities include:

• Leading the customer experience work-stream across Government Hub project lifecycles and embedding the Customer Experience Framework.
• Representing the CE work-stream as a member of the project Integrated Delivery Team (IDT).
• Delivering CE elements appropriate to each project stage, establishing controls, and applying suitable delivery methodologies.
• Providing reports, managing risks and issues, benefits realization, and assurance to support governance and decision-making.
• Engaging key stakeholders, managing relationships with clients, and leading customer experience client engagement.
• Representing the voice of the customer in developing services, products, and processes.
• Leading CE messaging and communications, collaborating with the project Communications Lead.
• Developing content for communications related to Customer Experience, Workplace Experience, and Business Change.
• Coordinating workplace change activities to help clients transition effectively, establishing and maintaining change plans, and contributing to the overall project plan.
• Supporting customer insights activities to inform data-driven decisions, documenting these with stakeholders.
• Contributing to the development and continuous improvement of products and processes that enhance customer experience and support clients' transition to smarter working.
• Seeking support, guidance, and coaching from the broader GPA community and promoting personal development and team performance.