Strategic Customer Experience Manager

6 days ago

Bristol, Bristol, United Kingdom Government Property Agency Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Project Lead to join our team at the Government Property Agency. As a key member of our Workplace Experience Team, you will play a critical role in delivering a portfolio of customer-focused work that includes the Customer Experience function, Workplace Change, and Customer Insight.

Key Responsibilities
  • Lead the customer experience work-stream across Government Hub project lifecycles, establishing and embedding best practices.
  • Represent the Customer Experience work-stream as a member of the project Integrated Delivery Team (IDT), delivering CE elements of the project structure, and providing key reports, risk and issues management/escalation, benefits realisation and assurance.
  • Identify key stakeholders and support the project team with engagement, managing and building strong relationships with clients at an early stage, and lead customer experience related client engagement.
  • Represent the voice of the customer in the development of customer-facing services, products, and processes within the project, and lead on CE messaging and communications.
  • Coordinate workplace change management activities to support clients in establishing effective change management processes to transition to a new workplace, and agree and document these with stakeholders.
  • Coordinate and support customer insights activities in relation to the project to establish data-driven project decisions, and agree and document these with stakeholders.
  • Support the development and continuous improvement of products and processes enhancing the customer experience, including the Customer Experience Framework and Customer Service Excellence.
Requirements
  • Knowledge of Smarter/Hybrid ways of working and related factors.
  • Experience of a project management environment, including day-to-day management and leadership of a specific project function.
  • Exposure to the role and processes of governance, including providing key reports, risk and issues management/escalation, benefits realisation and assurance.
  • Strong client and customer relationship management skills.
  • Excellent influencing and communication skills across multiple stakeholders.
  • Strong presentation and facilitation skills.
  • Awareness of the role of transformation or business change activity.
  • Awareness of data and insights analysis, evaluation, and evidence-based solution planning.
What We Offer
  • A competitive salary of £39,100.
  • A contributory pension scheme.
  • Learning and development opportunities tailored to your role.
  • An environment with flexible working options.
  • A culture encouraging inclusion and diversity.

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