Business Change and User Engagement Lead

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 PropTech Business Change and User Engagement Lead is responsible for bridging the gap between advanced workplace technology and the employees who use it. As organisations invest heavily in hybrid collaborative environments, this role ensures that these investments translate into seamless user experiences and high adoption rates. The specialist acts as the primary evangelist, trainer, and business change agent, designing approaches that reduce friction and familiarises end users with our products. Their role helps to build end user trust and confidence, thereby maximising the return on investment for all of our interoperable service offerings across the government estate.

This is a cross-cutting role that supports all the interoperable products managed by the Service Teams within PropTech, CTO Office. The post holder will be line-managed by a Product Manager within the PropTech Team itself.

They will be part of a multi-disciplined team of specialists including Senior Technical Architects, Product Managers, Delivery Managers, User Researchers and other specialists.. The post holder will work closely with these professionals who respond to a pipeline of work flowing from the Capital Projects, Lifecycle Replacement and Workplace Services Programmes.

The role will also act as an intermediary between our end users, ITSM (Information Technology Service Manager) partners and the service team members, some of whom are deployed onsite.

The post holder will work to specific deliverables and deadlines created in collaboration with the Product Managers, Delivery Managers and Senior Architects responsible for the suite of interoperable technology services.

The post holder will also need to provide critical feedback to product owners regarding the various products and discuss opportunities for improvement to support the continuous improvement cycle.

Person specification

Training and Enablement

• Develop Learning Materials: Design, create, and maintain user-friendly quick reference guides, instructional videos, and knowledge base articles for all PropTech interoperable product offerings including but not limited to: conference room hardware, digital signage, collaboration software, printers, network connectivity, resource booking etc.
• Conduct Workshops: Host regular live and virtual training sessions (e.g., “Lunch & Learns,” onboarding seminars) to educate staff on how to effortlessly operate AV equipment in particular along with other PropTech service offerings that might need extra levels of support to foster familiarisation.
• White-Glove Support: Provide VIP training, dry-runs, and customised support for executive leadership to ensure flawless execution of high-stakes meetings, town halls, and global presentations.

Change Management & Internal Communications

• Drive Adoption Campaigns: Partner with Internal Communications and those of OGDs (other government departments) as required, to market new AV features and system upgrades, network connectivity adaptations, use of GovPrint etc. Build awareness campaigns that highlight the value and time-saving benefits of modern workplace technology.
• Champion Networks: Establish and nurture a "Tech Champions" network—a group of power users across various departments who advocate for and assist with peer-to-peer AV adoption locally. The role would also provide support for the AV team's efforts in establishing a cross-Government AV group.
• Proactive Interventions: Identify departments or teams with low technology utilisation and develop targeted change-management strategies to encourage correct system usage.
• Resource Booking Utilisation: Making sure meeting room users are aware and familiar with how to use the booking system e.g., the booking panels outside the rooms and making sure they can check in and fully understand how to use the resource booking functionality.

User Feedback & Continuous Improvement

• Voice of the User: Act as the liaison between end-users and the AV Service Team. Translate user frustrations into actionable feedback to inform interface simplifications or hardware upgrades.
• Pilot Programs: Work with user researchers to facilitate user-testing groups for new AV hardware or UC (united comms) software before enterprise-wide rollouts, ensuring the technology is intuitive and directly meets business needs.

• Trend Analysis: Whilst not a primary break/fix technician, monitor IT helpdesk data to identify recurring user-error trends and resolve root causes through improved training or workflow redesign.

Analytics and Reporting

• Usage Tracking: Utilise analytics platforms (where available) to monitor meeting room utilisation, active user counts, and specific feature adoption rates.
• Working with the resource booking supplier and internal Occupancy team to extract data on building & meeting room utilisation & building occupancy.
• ROI (return on investment) Reporting: Generate monthly reports for CTO SLT (Chief Technology Office Senior Leadership Team) detailing adoption metrics, training session impact, and reductions in AV-related IT support tickets.

Experience:

Essential criteria:

• Experience in IT/AV Training, Change Management.
• Experience in a customer facing and user enablement role.
• Supplier management experience regarding SLAs and performance metrics.
• Previous experience in a similar role.
• Relevant experience working with senior level stakeholders in high profile settings.

Desirable criteria:

• Relevant experience in roles focussed on users within digital workplaces, AV, or Unified Communications (UC) environments.

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together
• Managing a Quality Service
• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• Customer Perspective
• Commercial Acumen
• Property Market Knowledge
• Innovation

Benefits

Alongside your salary of £63,653, Government Property Agency contributes £18,440 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the communities and wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a sense of belonging in a workplace where everyone feels valued. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme (RIS) to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Please note - At this time GPA are unable to offer any Visa Sponsorship to candidates as we do not currently hold a visa sponsorship licence. Please do not apply for permanent roles with GPA if you will require your employer to take on the sponsorship of your current or any future visas.

Sift

The sift is due to take place week commencing 30th November 2026.

As part of the application process, you will be asked to include a CV and a 250 word personal statement.

The personal statement should align with the person specification.

Interview

GPA policy is for interviews to be held face to face, with virtual interviews only by absolute exception. The date and location will be confirmed if you are invited to interview. If you feel this will be a problem for you, please contact recruitment@gpa.gov.uk to discuss prior to submitting your application.

At interview, applicants will be scored against 3 behaviours - Working Together, Managing a quality service, Communicating & influencing.

Interview questions will be a blend of Behaviour, Experience, and Technical (core skill) questions.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via GPArecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to GPA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Rory Langford
• Email : rory.langford2@gpa.gov.uk

Recruitment team

• Email : gparecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact HR@gpa.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission:
Click here to visit Civil Service Commission

Attachments

GPA Skills and Specialisms Opens in new window (pdf, 259kB)