Customer Experience Project Lead, National

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

Job summary

A government agency in Bristol seeks an experienced professional to lead the customer experience work-stream across Government Hub projects. The successful candidate will be responsible for establishing the Customer Experience Framework, managing risks, and promoting strong client relationships. Join a team committed to inclusion and sustainability, and play a key role in transforming the Civil Service work environments.

Responsibilities

• Lead the customer experience work-stream across Government Hub project lifecycles.
• Represent the Customer Experience work-stream as a member of the project Integrated Delivery Team.
• Deliver CE elements appropriate to each project stage and manage risks.
• Identify stakeholders, support engagement, and build strong client relationships.

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 Equality, Diversity, and Inclusion (EDI). We aim to make our services inclusive and to recruit and retain a diverse talent pool, especially encouraging applications from candidates who are disabled, ethnically or gender diverse, or part of the LGBTQ+ community.

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

The Workplace Experience Team is responsible for delivering customer-focused work, including the Customer Experience function, Workplace Change, and Customer Insight. The Customer Experience team aims to support clients and customers in their transition to smarter working environments, ensuring they realize the benefits of a great workplace and fostering healthy communities.

Key Responsibilities

You will:

• Lead the customer experience work-stream across Government Hub project lifecycles, establishing and embedding the Customer Experience Framework.
• Represent the Customer Experience work-stream as a member of the project Integrated Delivery Team (IDT).
• Deliver CE elements appropriate to each project stage, set controls, and apply suitable delivery methodologies.
• Provide reports, manage risks and issues, and support benefits realization and governance.
• Identify stakeholders, support engagement, and build strong client relationships, leading customer experience-related client engagement.
• Represent the customer voice in developing customer-facing services, products, and processes.
• Lead CE messaging and communications, collaborating with the project Communications Lead.
• Create content for communications related to Customer Experience, Workplace Experience, and Business Change.
• Coordinate workplace change management activities, establish change plans, and support clients in transitioning to new workplaces.
• Support customer insights activities to inform data-driven project decisions.
• Contribute to the development and continuous improvement of products and processes that enhance customer experience, such as the Customer Experience Framework and Customer Service Excellence.
• Seek support, guidance, and coaching from the project community and broader GPA.
• Promote personal development and team performance.