Chief Customer Officer

Who We Are

The NCIA exists for one reason: to ensure the Alliance can communicate securely and reliably, whether in critical political consultations or during complex military operations. We are a key enabler of NATO's core mission to keep one billion people safe.

Our technology and cyber experts power NATO's digital capabilities. From data-driven decision making and secure networks to resilient operations and mission execution across land, air, sea, cyber and space domains.

Our people make this mission possible. Join a team of 3500 civilian and military staff across 30 locations throughout Europe, North America and Asia.

As Chief Customer Officer, you will play a pivotal role in ensuring that everything we deliver is guided by a deep understanding of our customers' needs.

This is more than a leadership position - it is a transformational role at the heart of NATO's digital and operational effectiveness. You will lead the Agency's customer-facing function, shaping how demand is understood, prioritized, and delivered. By driving a truly customer-centric approach, you will ensure that the Agency focuses on what matters most, aligns resources effectively, and delivers maximum value to NATO missions.

As a member of the Executive Leadership Team, you will influence strategic direction, bridge customer needs with operational delivery, and help define how NCIA evolves to meet the challenges of a rapidly changing security environment.

• Embod​y and role model the NCIA culture principles of Customer First, Together and Impact
• Lead with the customer at the center of every decision, build bridges across organizational pillars and drive delivery with the ownership and pace the mission demands
• Build and lead a cohesive, multicultural and multidisciplinary team, promoting excellence, the highest professional standards and inspiring work environments that enable managers and staff to develop their full potential
• Lead the NCIA's customer engagement model, embedding a customer-first mindset across all functions
• Shape and manage the customer demand pipeline, ensuring early engagement and clear prioritization of needs
• Translate customer insights into actionable strategies, services, and investment decisions
• Oversee customer relationships, service agreements, service support packages, and price proposals
• Define and evolve the service strategy, ensuring services are scalable, sustainable, and outcome-focused
• Establish and lead prioritization frameworks across competing demands
• Lead value-based decision-making, including costing models and benefits realization
• Act as Senior User on Project Boards, ensuring delivery aligns with customer outcomes

For a full list of duties, please review the job description on theNCIAcareer site.

• A senior executive leader with 15+ years (holding a Master's degree) or 20+ years (holding a Bachelor's degree) of relevant experience in complex organizations
• Proven leadership of large, distributed organizations (e.g. 100+ staff across service, support, CX, and analytics functions)
• A strong track record of defining and delivering customer strategies aligned to organizational goals
• Demonstrated success driving customer-centric transformation and cultural change at enterprise scale
• Experienced in shifting organizations from reactive service delivery to proactive, insight-driven engagement
• Skilled in designing and operating enterprise customer models, including service, support, and engagement functions
• Deep understanding of customer governance, demand management, service performance, and workforce planning
• Strong experience using data and analytics to drive customer insights and decision-making
• Proven ability to balance competing stakeholder priorities and achieve enterprise-wide alignment
• Experience managing large-scale budgets and investment decisions (100M+ EUR)
• Strong commercial or mission awareness, with the ability to link customer experience to value or impact
• Excellent communication and influencing skills, including experience operating in senior and political environments
• Proven experience in managing large, diverse and multidisciplinary teams successfully employing…