Customer Experience Project Lead, National

www.findapprenticeship.service.gov.uk - Jobboard; Swindon; On-site; GBP 40,000 - 60,000; Full time

Job summary

A government department is seeking a leader for their Customer Experience initiative. This role involves managing projects to enhance customer satisfaction and delivering insights to improve service offerings. The ideal candidate will lead the customer experience work-streams, engage stakeholders, and create impactful communication content. Join a dynamic team fostering inclusivity and innovation in a meaningful public service role.

Qualifications

• Proven experience in leading customer experience projects.
• Strong understanding of change management processes.
• Ability to build and maintain client relationships.

Responsibilities

• Lead the customer experience work-stream across Government Hub project lifecycles.
• Identify stakeholders and support engagement.
• Create content for communications related to Customer Experience.

Skills

Leadership

Stakeholder engagement

Change management

Communication

Customer experience improvement

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 at the heart of everything we do, shaping our culture and guiding 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 Equality, Diversity, and Inclusion (EDI). Our strong emphasis on EDI ensures our services meet the needs of government departments and civil servants. We particularly invite applications from candidates who are disabled, ethnically or gender diverse, and those who identify as LGBTQ+.

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

We are driven by purpose, and you can be part of it—making a meaningful impact, influencing, having your voice heard, and helping shape our future.

The Workplace Experience Team is a high-performing, motivated, and 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, thriving communities and champion the customer voice across GPA, using insights to improve the customer experience and uphold service excellence principles.

Key Responsibilities

Working closely with the team, GPA colleagues, delivery partners, and clients, you will:

• Lead the customer experience work-stream across Government Hub project lifecycles, establishing and embedding the Customer Experience Framework.
• Represent the CE 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 key reports, manage risks and issues, and support benefits realization and assurance for effective governance.
• Identify stakeholders, support engagement, and build strong client relationships, leading customer experience-related engagement.
• Represent the voice of the customer in developing 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 activities, establishing effective change management processes with stakeholders, and maintaining the change plan.
• Support customer insights activities to inform data-driven decisions, documenting these with stakeholders.
• 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 teams.
• Promote personal development and support team performance.