Customer Experience Project Lead, National

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

Job summary

A government agency in the UK is seeking an experienced individual to lead the customer experience work-stream for Government Hub projects. Responsibilities include stakeholder engagement, risk management, and ensuring customer service excellence. Ideal candidates will be solutions-focused and committed to promoting inclusivity. Join a dynamic team dedicated to improving sustainability and driving social value.

Responsibilities

• Lead the customer experience work-stream across Government Hub projects.
• Engage stakeholders and build relationships with clients.
• Represent the customer voice in service development.

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:

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

We are committed to diversity, equity, and inclusion (EDI), ensuring our services meet the needs of all communities. We encourage applications from candidates who are disabled, ethnically or gender diverse, or identify as LGBTQ+.

Join our dynamic team that leads with purpose—improving sustainability, nurturing social value, driving inclusivity, 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 activities.

The Customer Experience function supports clients and customers in their transition to smarter working environments, aiming to create healthy, thriving communities and ensuring customer service excellence.

Key Responsibilities

You will:

• Lead the customer experience work-stream across Government Hub projects, establishing and embedding the Customer Experience Framework.
• Represent the CE work-stream in project teams, deliver CE elements, and apply appropriate methodologies.
• Provide reports, manage risks and issues, and support governance and decision-making.
• Engage stakeholders and build relationships with clients, leading customer experience client engagement.
• Represent the customer voice in service development.
• Lead CE messaging and communications, collaborating with the project Communications Lead.
• Contribute to communications related to Customer Experience and Business Change.
• Coordinate workplace change management activities, establishing and maintaining change plans.
• Support customer insights activities to inform project decisions.
• Assist in developing and improving products and processes to enhance customer experience.
• Seek support and coaching, and promote team performance and personal development.