Customer Insight Project Coordinator

The Government Property Agency is the largest property holder in government, with morethan £2.1 billion in property assets and over 55% of the government’s office estate.

We are transforming the way the Civil Service works by creating great places to work,leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme,Whitehall Campus Programme and Net Zero Programme. We are also delivering cost-effective property services such as asset management, lifecycle replacement and workplace services.

Innovation and progress underpin our behaviours. We foster a culture of lifelong learning,where curiosity and self-improvement are encouraged. Our four core values are at the heartof everything we do. They shape our culture and guide how we work, lead and grow together:

• Striving for excellence
  - We always aim to deliver great results
• Empowering through respect
  - We insist on fair treatment for all, always
• Acting with integrity
  - We consistently do the right thing
• Succeeding together
  - We rely on each other to achieve success

We are committed to representing the communities we serve by making Equality, Diversity,and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet theneeds of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularlyinviting applications from candidates who are disabled, ethnically or gender diverse, andpeople who identify as being part of the LGBTQ+ community.

Join our dynamic and diverse team that leads with purpose, improving sustainability,nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape ourfuture direction.

The Workplace Experience Team is a high-performing, motivated and collaborative team dedicated to delivering a portfolio of customer-focused initiatives. Our work spans Customer Experience, Workplace Change and Customer Insight, ensuring that our services meet the needs of civil servants and the wider public sector.

The Customer Insight function is responsible for ensuring the voice of our customers is represented in delivering great places to work across government. We play an integral role in using customer insight and data to influence workplace design, strategies and a culture of continuous improvement, ensuring that government workplaces are effective and engaging for our customers.

The Customer Insights Coordinator will be responsible for designing, managing and overseeing the customer satisfaction database. Managing and coordinating the customer insights pipeline, ensuring the effective delivery of data-driven insights that inform strategic decision-making and workplace improvements. Your role will be essential in driving operational excellence, overseeing requests for customer insights data, aligning insights with departmental and business objectives.

Key Responsibilities

The Customer Insight Coordinator is a critical role that supports the Customer Insight team and the realisation of the GPA ambition to deliver great places to work within Government Hubs, GPA office buildings and wider government transformation programmes.

Responsibilities include:

• Database Administration:
  Set up, manage and oversee the Customer Satisfaction database and support the transition of data to platforms like PowerBI.
• Insight management and coordination:
  Managing the overall customer insights pipeline, including establishing a "front-door" process to manage all data and survey requests for effective planning. This includes leading the…