Customer Experience Manager

Job summary

At FCDO Services, we protect the UK’s interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more.

Job description

Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.

Balancing quality and value is a real skill, and it's one shared by our Commercial team, who make sure we meet the needs of government customers. They're the specialists who shape services with expert insights, win work through expert bid management, and help us reach new customers each day. Now, you’ve got the opportunity to join them.

Understanding customer needs.

Winning exciting bids.

Knowing the impact of your work.

It all matters.

Your research, powerful improvements to our services

As Customer Experience Manager, it will be your strategic and tactical insights and recommendations that result in improvements in customer service, satisfaction and the overall efficiency of our services. To achieve this, you’ll lead a team of Insight Managers to conduct customer interviews, surveys, desk research and gather delivery data, compiling and analysing the results. Encourage the team to use the best research processes for gathering information, whether it’s through qualitative, quantitative, informal or formal methods.

Take the lead, see your actions ripple across the organisation

As Customer Experience Manager, you’ll co-own quarterly business-wide insights forums and a State of the Nation twice yearly report with the Strategy Manager. You’ll look across the public and private sector for more inspired ways of working.

Across the organisation, you’ll manage customer service and measure customer experience. Part of this will involve working with managers to develop customer objectives and action plans, such as helping delivery managers to establish measurable KPIs.

What you’ll bring to the role

You have recent, relevant experience at managing an insights or customer experience function within a delivery organisation. This is backed by a track record of using customer data and reporting to deepen insights, and ultimately, to drive decisions, actions and areas for improvement. You’ve turned to multiple sources, used a range of tools and dashboards, to collect data effectively.

You’ve managed a team to deliver an effective, efficient insights service for varied stakeholder audiences (up to C-suite/DG level). Plus, you’ve led on organisational improvement through training, feedback, surveys and developing KPIs.

Building stakeholder relationships will be key. You’ve successfully influenced and collaborated with diverse stakeholders, securing understanding and buy-in, even when there’s initial resistance. This is complemented by excellent written and verbal communication skills, with an ability to translate, summarise and present complex information and arguments in an accurate, concise and engaging way.

Highly organised and detail oriented, you’re always aware of the deadline and committed to driving results. Even when pressure mounts, you’re able to remain calm and positive. Plus, you combine innovative thinking with problem solving and logic. You’re comfortable analysing and assessing quantitative and qualitative data.

It would desirable if you’re familiar with compliant management and metrics. Experience of private sector best practice processes and methodologies, particularly in lean working, root cause resolution would be good too. We’d like to see a degree or level 6 qualification in Marketing or Business and CIM member. You may also have experience in copywriting professional, technical, or corporate documents. An understanding of any of the following would be beneficial: the requirements of public sector work, the international and domestic economic and geopolitical environment, and the function of FCDO Services.

Discover the support you need to grow your career further

But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Developed Vetting (DV) clearance. You can find out more about vetting at fcdoservicescareers.co.uk/how-to-apply/

To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.

Person specification

• Recent and relevant experience managing an insights or customer experience function within a delivery organisation.
• Track record of using customer data (analyse, interrogate, evaluate) and reporting to deepen customer insights and drive decisions, actions and areas for improvement.
• Experience of delivering organisational improvement including through training, feedback, surveys and developing KPIs.
• Experience of using tools and dashboards for gathering information and data from a range of sources and reporting performance.
• Track record of managing a team to deliver an efficient and effective insights service for varied stakeholder audiences up to C-suite / DG level.
• A track record of successfully influencing and collaborating with diverse stakeholders, securing understanding and key stakeholder and organisational buy-in.
• Able to build relationships and navigate complex environments, dealing effectively with resistance and refining position & messaging to address.
• Excellent written and verbal communication skills, able to translate, summarise and present complex information and arguments in an accurate, concise and engaging way.
• Confident communication and presentation style.
• Highly organised, detail oriented, deadline and results driven.
• Innovative thinking and problem solving.
• Logical and analytical with ability to break down complex problems, gather, analyse and assess quantitative and qualitative data.
• Calm and flexible, able to respond adeptly and at pace in the face of competing priorities.
• Maintain a positive outlook in the face of challenges.

Behaviours

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

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service

Technical skills

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

• Recent and relevant experience managing an insights or customer experience function within a delivery organisation.
• Track record of using customer data (analyse, interrogate, evaluate) and reporting to deepen customer insights and drive decisions, actions and areas for improvement.
• Track record of managing a team to deliver an efficient and effective insights service for varied stakeholder audiences up to C-suite / DG level.

Benefits

Alongside your salary of £46,224, FCDO Services contributes £13,391 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role.
• Annual leave starting at 25 days.
• A culture encouraging inclusion and diversity.
• A Civil Service pension.
• Free shuttle bus available between central Milton Keynes and Hanslope Park

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.

To apply for this role, you will be asked to provide your CV, a personal statement, and provide answers to some job specific/technical skills.

Your CV and personal statement will not form part of the assessment they will provide an insight into your work history and experience.

Your CV should include:

• no personal identifying details
• career history with key responsibilities
• skills and experience
• achievements
• qualifications

Your personal statement should outline your interest in the role.

Candidates will only be sifted on answers provided to the technical/job specific skills which are outlined in the application form.

Those that are successful will be invited to a MS Teams or Face to face interview.

At the interview you will be asked a blend of questions on technical/job specific skills and behaviours.

Candidates who are judged to be close to meeting the criteria may be considered for other positions in FCDO Services which may be at a lower grade, but have a potential skills match.

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

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (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.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

Open to UK nationals only.

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.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 : Resourcing Team
• Email : Fcdoservices.recruitment@fcdo.gov.uk

Recruitment team

• Email : Fcdoservices.recruitment@fcdo.gov.uk

Attachments

Candidate pack Feb 2026 Opens in new window (pdf, 1808kB)