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Strategic Customer Experience Manager
2 months ago
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.
- 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.
- 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.
