Head of Customer Adoption and Engagement Strategy

NPL Management Limited; Teddington; Remote; GBP 90,000 - 130,000; Full time

Job summary

National Physical Laboratory in the United Kingdom seeks a Head of Customer Engagement and Adoption Strategy to shape the adoption of the NTC resilient timing services and coordinate with government and industry partners.

You will lead market insights, customer needs analysis, stakeholder relationships, and external communications to position NTC offerings and drive their realisation across critical infrastructure.

Qualifications

• Experience developing customer engagement and go-to-market strategies for complex programmes or services.
• Degree-qualified (or equivalent) in Business, Marketing, Communications, Public Policy, Engineering or related discipline.
• Proven ability to influence senior stakeholders and build strategic partnerships across government, industry and regulatory environments.

Responsibilities

• Define and lead the adoption strategy and go-to-market approach for NTC resilient timing services, in collaboration with PNTO and other partner organisations, ensuring successful customer adoption at scale for the UK.
• Lead market insight and customer needs analysis, translating market requirements into actionable plans that shape NTC products, services and future development.
• Build and maintain strategic stakeholder relationships across government, regulators, industry and key customers to maximise programme outcomes and adoption.
• Own the external engagement strategy, communications narrative and market positioning of the NTC, raising awareness of resilient timing services and their importance to UK critical infrastructure.
• Drive benefits realisation and programme outcomes, working with Senior Leadership Team colleagues to maximise impact and ensure operational requirements are embedded from design through deployment.

Skills

Customer engagement

Stakeholder management

Go-to-market strategy

Partnership development

Policy influence

Education

Degree in Business/related field

Job description

About the Role

Our world-leading Time & Frequency department is seeking a Head of Customer Engagement and Adoption Strategy.

This is an exceptional opportunity to join the global authority in precision timing at a defining moment for UK digital infrastructure.

Backed by a government investment of £180 million in the National Timing Centre (NTC) programme, we are developing a world-first resilient time distribution capability that will provide industry with a robust complement to satellite systems (such as GPS) – which are increasingly vulnerable to disruption from solar storms, jamming and spoofing. This will underpin essential services, including

• Telecommunications,
• Online banking,
• Emergency response,
• Transport networks, and
• Wider digital and data-driven operations.

Together, these services form the backbone of modern society – and your leadership will help ensure they remain secure, reliable and robust even if global navigation satellite systems fail.

Key Responsibilities

This is an exciting role offering scope to shape the adoption of a world-first resilient timing capability and partner with senior stakeholders across government and industry. You will:

• Define and lead the adoption strategy and go-to-market approach for NTC resilient timing services, in collaboration with PNTO and other partner organisations, ensuring successful customer adoption at scale for the UK
• Lead market insight and customer needs analysis, translating market requirements into actionable plans that shape NTC products, services and future development.
• Build and maintain strategic stakeholder relationships across government, regulators, industry and key customers to maximise programme outcomes and adoption.
• Own the external engagement strategy, communications narrative and market positioning of the NTC, raising awareness of resilient timing services and their importance to UK critical infrastructure.
• Drive benefits realisation and programme outcomes, working with Senior Leadership Team colleagues to maximise impact and ensure operational requirements are embedded from design through deployment

About You

To be successful in this role, you will have the following skills, experience, and qualifications:

Essential:

• Experience developing and delivering customer engagement, stakeholder management and go-to-market strategies for complex programmes, products or services.
• Degree-qualified (or equivalent professional experience) in Business, Marketing, Communications, Public Policy, Engineering or related discipline.
• Proven ability to influence senior stakeholders and build strategic partnerships across government, industry and regulatory environments

Desirable:

• Experience developing and delivering market adoption strategies for emerging technologies, products or services
• Knowledge of CNI, telecommunications or resilient digital services.
• Experience leading high-performing teams within a complex, matrixed or regulated environment
• Experience shaping policy through engagement with government, regulators or standards bodies.
• Experience delivering international engagement strategies and building global stakeholder networks

We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.

However, to work in this role in the National Timing department, you will need to have an SC clearance with no restrictions, or you must have the ability to obtain an SC clearance.

About Us

The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here - The measure of us - Overview

NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme.

At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. More about this on our Diversity & Inclusion page.

We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process. If you would like to discuss, please contact us.