Customer Experience Project Lead, National

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

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). Our emphasis on EDI ensures our services meet the needs of government departments and civil servants. We welcome 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.

Be part of a purpose-driven environment where your impact matters, your voice is valued, and you can help shape our future.

The Workplace Experience Team is responsible for delivering customer-focused work, including Customer Experience, 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 workstream across Government Hub project lifecycles, establishing and embedding the Customer Experience Framework.
• Represent the Customer Experience workstream within project teams.
• Deliver customer experience elements, set controls, and apply delivery methodologies.
• Provide reports, manage risks and issues, and support governance and decision-making.
• Engage with stakeholders, manage client relationships, and lead customer engagement activities.
• Represent the customer voice in service development.
• Lead on messaging and communications related to Customer Experience.
• Coordinate change management activities to support clients' transition to new workplaces.
• Support customer insights activities to inform project decisions.
• Contribute to the development of products and processes to enhance customer experience.
• Seek guidance and coaching, and promote team performance and personal development.