JOB SUMMARY

INDEX (the Information and Data Exchange) is a cross-government digital service, sponsored by and housed within the Joint Intelligence Organisation (JIO). Sitting at the heart of the National Security Community, INDEX enables analysts to discover, share and derive insights from curated HMG data alongside external information sources - quickly, easily, and securely.
We are agile, innovative and ambitious, harnessing technology to drive transformational change in information and data sharing - improving analytical workflows and, ultimately, delivering better outcomes for citizens. The team is looking for an experienced Customer Experience and Engagement Manager to serve as the essential bridge between stakeholder satisfaction and strategic growth as INDEX’s userbase continues to grow. This is a pivotal role for the INDEX project, driving forward our cross-government efforts to increase awareness and uptake of INDEX, using data-driven metrics to measure engagement, opportunities for growth and customer loyalty.
Our culture: We are passionate about improving use of information and data in government. Everyone in the INDEX team helps shape the future of INDEX - we want you to be able to suggest ideas, challenge and be yourself. We prioritise making INDEX a great place to work. For the INDEX team, health and family always comes first. We aim to foster a culture that promotes physical, and mental health for all team members and to make the management of health and wellbeing part of our daily routine.

JOB DESCRIPTION

As the Customer Experience and Engagement Manager, you will work under INDEX’s Product Lead and work closely with our User Researcher. The successful candidate will leverage data-driven insights to translate customer feedback into tailored engagement plans and build relationships across the National Security community to drive the platform’s long-term success.
Your role will contribute significantly to fostering relationships with communities of interest and enhancing user experience by identifying friction in customer experience for further research. You will be responsible for daily operations, alignment with team objectives, and proactive identification of opportunities as one of INDEX’s key external-facing representatives.

QUALIFICATIONS AND SKILLS:

The ideal candidate will have exceptional skills in stakeholder management and engagement, with a proven ability to lead projects and deliver innovative, data-driven solutions. They will also be able to advocate for the customer in organisational decision-making, identifying key pain points and blockers to platform uptake.

ESSENTIAL EXPERIENCE

This role aligns with the Government Digital and Data Profession Capability Framework for the Digital Portfolio Manager role. We would welcome applications from those with experience across the following:

TECHNICAL SKILLS

We’ll assess you against these technical skills during the selection process:
Communicating Analysis and Insight (working)
Stakeholder Relationship Management (working)

TECHNICAL SKILLS

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

• Communicating Analysis and Insight (working)
• Stakeholder Relationship Management (working)

NATIONALITY REQUIREMENTS

Open to UK nationals only.

TYPE OF ROLE

Analytical
Communications / Marketing
Digital
Intelligence

RESPONSIBILITIES AND DUTIES:

If your application is successful, your responsibilities will include:

• Establishing and measuring INDEX engagement KPIs: develop and track key performance indicators specific to the INDEX platform, analysing user activity metrics to inform strategic decisions and demonstrate value.
• Maintain and expand key relationships: remedying customer pain points and identifying strategic expansion opportunities with other digital platforms, national security teams and other stakeholders.
• Contributing to user retention initiatives: implement targeted programs to enhance user loyalty, analyse churn factors, and develop proactive interventions to maintain high retention rates.
• Reporting on platform performance: Prepare regular analytics summaries for leadership, highlighting trends, achievements, and opportunities for growth.
• Delivering product demos and drives: conduct demos and product campaigns to increase platform visibility, drive uploads, and enhance user engagement.
• Providing user support and facilitating onboarding: coordinate and oversee the activities associated with user inquiries and technical support via the shared mailbox and lead the onboarding process for new users.
• Developing communication materials: Creating promotional resources to enhance visibility and understanding of platform benefits.
• Engaging with service assessments: Contribute to service assessments alongside the Delivery, Security, and Governance Teams.