Customer Experience Project Lead, National

www.findapprenticeship.service.gov.uk - Jobboard; Manchester; On-site; GBP 35,000 - 50,000; Full time

Job summary

A government agency is seeking an individual to lead customer experience initiatives within project lifecycles. The role involves managing client relationships, delivering insights, and enhancing customer service. Strong communication and project management skills are essential. Join this dynamic team to create impactful solutions in a purpose-driven environment.

Qualifications

• Experience in managing customer experience across projects is essential.
• Strong communication and stakeholder management skills are required.
• Ability to work collaboratively in a team-focused environment.

Responsibilities

• Lead customer experience work-streams across project lifecycles.
• Engage stakeholders and manage client relationships effectively.
• Deliver insights to improve customer services and experiences.

Skills

Customer experience management

Stakeholder engagement

Project management

Communication skills

Data analysis

Education

Relevant degree or qualification

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 lead significant 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 at the heart of everything we do:

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

We are committed to Equality, Diversity, and Inclusion (EDI). Our strong emphasis on EDI ensures our services meet the needs of diverse communities. We particularly invite 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 flexibility, and supporting economic growth.

As part of our purpose-driven work, you will have the opportunity to make a meaningful impact, influence our future, and shape our organization.

The Workplace Experience Team is a high-performing, collaborative team responsible for delivering customer-focused work, including Customer Experience, Workplace Change, and Customer Insight functions.

The Customer Experience function supports clients and customers in their transition to smarter working environments, helping them realize the benefits of a great workplace. We aim to create healthy communities and champion the customer voice, using insights to improve our services and ensure customer service excellence.

Key Responsibilities

Working closely with colleagues, delivery partners, and clients, you will lead your portfolio by:

• Leading the customer experience work-stream across project lifecycles and establishing the Customer Experience Framework.
• Representing the CE work-stream within the project team.
• Delivering CE elements, setting controls, and applying delivery methodologies.
• Providing reports, managing risks and issues, and supporting governance and decision-making.
• Engaging stakeholders and managing client relationships early in the process.
• Representing the customer voice in service development.
• Leading CE messaging and communications with the project Communications Lead.
• Supporting workplace change management activities and establishing change plans.
• Supporting customer insights activities for data-driven decisions.
• Contributing to the development of products and processes to enhance customer experience.
• Seeking support and coaching from the project community and broader GPA.
• Promoting personal development and team performance.