Customer Experience Project Lead
| Posting date: | 03 September 2024 |
|---|---|
| Salary: | £39,100 to £42,300 per year |
| Hours: | Full time |
| Closing date: | 22 September 2024 |
| Location: | Newport (Gwent) |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 368259/5 |
Summary
Beyond the bricks and mortar, the GPA is about providing great workplaces for our people. Through programmes like Hubs, Whitehall Campus and Smart Working you will be in the vanguard of creating model working environments and promoting flexible working practices.
The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do.
To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.
This is an ambitious and exciting task, for which we need innovative people, with strong commercial acumen, who are passionate about visualising and implementing customer needs. Launched as an Executive Agency of the Cabinet Office in 2018, we’re a relatively new department and we are growing fast so we also need people who thrive in ambiguity, can adapt quickly to change and are comfortable stepping outside of their remit to drive outcomes.
The Workplace Experience Team is a high-performing, motivated and collaborative team responsible for delivering a portfolio of customer-focused work that includes the Customer Experience function, Workplace Change - supporting civil service client departments to embed Smarter Working, and Customer Insight – developing an understanding of our customers and using the knowledge to help design, deliver and improve GPA products and services.
The Customer Experience function is integral to delivering a great customer experience across the GPA estate portfolio. We have a large remit. We support clients and customers in their preparation and move to a smarter working environment and help them to realise the full benefits of a great place to work. We strive to create healthy and thriving communities in the workplace. We champion the customer voice across GPA, use customer insight to help define and continuously improve the customer experience and ensure the principles of customer service excellence are at the core of what we do.
Key Responsibilities:
Working closely with the team, your wider GPA colleagues, delivery partners and clients you will lead on the delivery of your portfolio. You will:
- Lead the customer experience work-stream across Government Hub project lifecycles. Establish, employ and embed the Customer Experience Framework (see attached)
- Represent the Customer Experience (CE) work-stream as a member of the project Integrated Delivery Team (IDT). Deliver the CE elements of the project structure appropriate to stage, set relevant controls, select and apply appropriate delivery methodologies. Provide key reports, risk and issues management/escalation, benefits realisation and assurance to support effective governance and decision making and mitigate project risk.
- Identify key stakeholders and support the project team with engagement; managing and building strong relationships with clients at an early stage. 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. Lead on CE messaging and communications, working closely with the project Communications Lead. Provide 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. Agree and document these with stakeholders, establish and maintain the change plan for CE elements of the project, lead the creation of related products and provide input into the overall Project Plan.
- Coordinate and support customer insights activities in relation to the project to establish data driven project decisions. Agree and document these with stakeholders.
- Support the development and continuous improvement of products and processes enhancing the customer experience: The Customer Experience Framework and Customer Service Excellence, that will help GPA Clients and Customers to transition to a smarter working environment and realise the full benefits of a great place to work.
- Seek appropriate support, guidance and coaching from the project community, Workplace Experience and the broader GPA. Show commitment to personal development. Promote effective individual and team performance.