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Customer Experience Transformation Lead

2 months 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 leading customer experience related client engagement.
  • Represent the voice of the customer in the development of customer-facing services, products, and processes within the project, leading on CE messaging and communications, and providing content for communications relating to Customer Experience, Workplace Experience, and related Business Change.
  • Coordinate workplace change management activities to support clients in establishing effective change management processes to transition to a new workplace, agreeing and documenting these with stakeholders, establishing and maintaining the change plan for CE elements of the project, and leading the creation of related products.
  • Coordinate and support customer insights activities in relation to the project to establish data-driven project decisions, agreeing and documenting 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, to help GPA clients and customers transition to a smarter working environment and realise the full benefits of a great place to work.
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 to support effective project governance and decision making.
  • Strong client and customer relationship management skills.
  • Excellent influencing and communication skills (both written and verbal) 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, such as Leesman.
  • Support the Project Manager in preparing project Business Cases (OBC and FBC).
Qualifications and Accreditations
  • Project Management Practitioner or willingness to work towards accreditation.
  • Change Management Practitioner or willingness to work towards accreditation.
  • Customer Service qualifications.
Behaviours
  • Working Together.
  • Managing a Quality Service.
  • Communicating and Influencing.
Technical Skills
  • Customer Perspective.
  • Commercial Acumen.
  • Property Market Knowledge.
  • Innovation.
Benefits
  • Alongside your salary, the Government Property Agency contributes towards your membership of the Civil Service Defined Benefit Pension scheme.
  • Learning and development tailored to your role.
  • An environment with flexible working options.
  • A culture encouraging inclusion and diversity.
  • Generous annual leave.