Business Change and User Engagement Lead - Government Property Agency - G7

Location

London

About the job

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.