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 design, development and management, to enable quick data segmentation, and autonomous access to a large data set by others
• Excellent written and verbal communication skills and the ability to influence, persuade and land insights effectively
• Strong stakeholder management skills and ability to negotiate confidently with staff at all levels of seniority
• Customer-centric approach: Demonstrated commitment to customer-centric principles and an understanding of how workplace environments impact end-user satisfaction.
• Excellent report writing and editing skills, to form and finesse external reports and internal reports or submissions.
• A genuine interest in working in insight and curiosity to question the data available
• Experience of working with the Google or Microsoft suite using spreadsheets to analyse data, creating graphs and other visual tools, using powerpoint or slides (or similar) to create visual summaries with key findings and recommendations

Desirable criteria:

• Experience of completing quantitative and/or qualitative data analysis and using the insight to make evidence-based recommendations
• Experience of designing questionnaires, surveys or other research tools to collect data
• Experience of working with Leesman, or a similar organisation, to understand workplace experience insights
• An understanding of smarter working principles

Qualifications and Accreditations

Essential criteria:

Knowledge and proven experience or qualification (A-level or higher) in one or more of the following (or similar) areas:

• customer insights
• statistics, analysis or data science
• behavioural science
• psychology
• sociology
• market, social or communications research

Desirable criteria:

• Leesman Advanced Practitioner, or a similar accreditation or experience

Behaviours

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

• Working Together
• Making Effective Decisions
• 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 £36,000, Government Property Agency contributes £10,429 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, Strengths, 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.

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 for more information on appropriate and inappropriate use.

Sift

The sift is due to take place week commencing 25th August 2026.

As part of the application process, you will be asked to include a CV and a 750-word personal statement. The personal statement should then 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, Making effective decisions ,and Communicating and Influencing.

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

Planned Interview dates : Week commencing 14th September 2026

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.

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 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.

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

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.

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 Counter Terrorist Check (CTC) 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 CTC is 3 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.

For further information on National Security Vetting please visit the Demystifying Vetting website.

Feedback

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

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist 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 : Claire Storey
• Email : claire.storey@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)