Customer Insight Project Coordinator

Job summary

The Government Property Agency is the largest property holder in government, with more than £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 heart of 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 the needs 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 particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people 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 our future direction.

Job description

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 coordination of the Customer Satisfaction (CSAT) survey pipeline, managing logistics, and setting up surveys in Qualtrics.
• Customer Insight governance and compliance: The coordinator promotes, and manages the Gatekeeper process (Customer Activity Matrix) to coordinate all survey submissions within the GPA and amongst our RSCPs. This includes ensuring GDPR compliance with internal and external partners (RSCPs), improving data quality and protection, and enabling effective decision-making by the Gatekeeper Committee. This process has raised research standards across the GPA and our partners.
• Data Reporting and Communication: Produce high-quality, timely, and visually engaging reports, dashboards, and presentations based on Customer Insight data and satisfaction surveys. Simplify complex statistics for senior management (e.g., Exco, WSD SMT), clients, and stakeholders to inform strategy, drive improvements, and monitor internal performance and risks. Capture comparative data (pre- and post-survey) to produce compelling evidence for key initiatives - such as business cases and spending reviews and demonstrate the positive value of investments like the Locations Strategy, LCR, and Project Delivery.
• Qualtrics expertise: Serve as the GPA's central point of contact for Qualtrics, providing technical advice, troubleshooting support, and managing learning and development for the CI team and other GPA teams to enhance capability.
• Financial management: Manage client costs for Leesman surveys and other Customer Insight activities, ensuring invoices are raised and paid in a timely manner.
• Risk and relationship management: Act as the lead point of contact. Manage potential risk areas, working with risk managers and escalating as appropriate.
• Workplace Experience team support: Support all areas of the Workplace Experience Team so that delivery partners in Customer Experience and Workplace Change use the data and insight in the development of services, tools and practices

Person specification

The ideal candidate will have strong database management skills, analytical skills and experience in collating, analysing, interpreting, and presenting data to support business decisions. Proficiency in tools such as Excel, Google Sheets, Tableau, Qualtrics, or other data visualisation software (e.g., Power BI).

They will have strong interpersonal and stakeholder management skills with experience of engaging with internal and external stakeholders, using data to help influence decision-making or problem solve. An ability to translate complex data insights into clear, actionable recommendations with experience in preparing reports and presenting findings to diverse audiences.

They will be well organised and have the ability to manage competing priorities and be a collaborative team member, supporting others to deliver during peak periods of analysis.

They will need to be a proactive self-starter looking for opportunities for the customer insights team to add value to clients and customers, as well as understand the importance of delivering great customer service to internal and external stakeholders by providing advice and guidance when necessary.

Experience & Technical Skills

Essential criteria:

• Experience of database de