Customer Experience Project Lead, National

www.findapprenticeship.service.gov.uk - Jobboard; Cardiff; On-site; GBP 30,000 - 45,000; Full time

Job summary

A government agency in Cardiff is seeking a skilled professional to lead customer experience initiatives within various government projects. The ideal candidate will possess strong stakeholder management and leadership skills, ensuring exceptional service delivery. This role requires a commitment to promoting inclusivity and representing diverse communities. Join a purpose-driven team where your contributions will shape effective workplace solutions and enhance government operations.

Benefits

Opportunities for personal development

Dynamic and diverse work environment

Focus on equality and inclusion

Qualifications

• Experience in managing customer experience initiatives.
• Skills in leading project teams and collaborating with stakeholders.
• Proficiency in data-driven decision-making.

Responsibilities

• Lead customer experience work-stream across project lifecycles.
• Represent customer voice in service and product development.
• Manage relationships with clients to ensure project success.

Skills

Stakeholder management

Customer experience improvement

Communication skills

Leadership

Education

Relevant degree or equivalent qualifications

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. And 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 are also delivering cost-effective property services such as 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 at the heart of everything we do. They shape our culture and guide how we work, lead and grow together:

• 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 not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.

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

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.

The Workplace Experience Team is a high-performing, motivated and collaborative team responsible for delivering a portfolio of customer-focused work that includes the Customer Experience function, Workplace Change - supporting civil service client departments to embed Smarter Working, and Customer Insight – developing an understanding of our customers and using the knowledge to help design, deliver and improve GPA products and services.

The Customer Experience function is integral to delivering a great customer experience across the GPA estate portfolio. We have a large remit. We support clients and customers in their preparation and move to a smarter working environment and help them to realise the full benefits of a great place to work. We strive to create healthy and thriving communities in the workplace. We champion the customer voice across GPA, use customer insight to help define and continuously improve the customer experience and ensure the principles of customer service excellence are at the core of what we do.

Key Responsibilities

Working closely with the team, your wider GPA colleagues, delivery partners and clients you will lead on the delivery of your portfolio. You will:

• Lead the customer experience work-stream across Government Hub project lifecycles. Establish, employ and embed the Customer Experience Framework.
• Represent the Customer Experience (CE) work-stream as a member of the project Integrated Delivery Team (IDT).
• Deliver the CE elements of the project structure appropriate to stage, set relevant controls, select and apply appropriate delivery methodologies.
• Provide key reports, risk and issues management/escalation, benefits realisation and assurance to support effective governance and decision making and mitigate project risk.
• Identify key stakeholders and support the project team with engagement; managing and building strong relationships with clients at an early stage. Lead customer experience related client engagement.
• Represent the voice of the customer in the development of customer facing services, products and processes within the project.
• Lead on CE messaging and communications, working closely with the project Communications Lead.
• Provide content for communications relating to Customer Experience, Workplace Experience and related Business Change.
• Coordinate workplace change management activities to support clients in establishing effective change management processes to transition to a new workplace. Agree and document these with stakeholders, establish and maintain the change plan for CE elements of the project, lead the creation of related products and provide input into the overall Project Plan.
• Coordinate and support customer insights activities in relation to the project to establish data driven project decisions. Agree and document these with stakeholders.
• Support the development and continuous improvement of products and processes enhancing the customer experience: The Customer Experience Framework and Customer Service Excellence, that will help GPA Clients and Customers to transition to a smarter working environment and realise the full benefits of a great place to work.
• Seek appropriate support, guidance and coaching from the project community, Workplace Experience and the broader GPA.
• Show commitment to personal development. Promote effective individual and team performance.