At a Glance
- Tasks: Lead customer engagement strategies for innovative timing technology that supports critical UK services.
- Company: Join the National Physical Laboratory, a leader in precision timing and measurement science.
- Benefits: Flexible working, diverse culture, and a commitment to employee well-being and development.
- Other info: Encouraging applications from diverse backgrounds; strong focus on inclusion and support.
- Why this job: Shape the future of digital infrastructure and make a real impact on society's essential services.
- Qualifications: Experience in customer engagement and stakeholder management; degree in relevant fields preferred.
The predicted salary is between 75600 - 92400 £ per year.
Our world-leading Time & Frequency department is seeking a Head of Customer Engagement and Adoption Strategy. This is an exceptional opportunity to join the global authority in precision timing at a defining moment for UK digital infrastructure. Backed by a government investment of £180 million in the National Timing Centre (NTC) programme, we are developing a world-first resilient time distribution capability that will provide industry with a robust complement to satellite systems (such as GPS) – which are increasingly vulnerable to disruption from solar storms, jamming and spoofing. This will underpin essential services, including Telecommunications, Online banking, Emergency response, Transport networks, and Wider digital and data-driven operations. Together, these services form the backbone of modern society - and your leadership will help ensure they remain secure, reliable and robust even if global navigation satellite systems fail.
Key Responsibilities:
- Define and lead the adoption strategy and go-to-market approach for NTC resilient timing services, in collaboration with PNTO and other partner organisations, ensuring successful customer adoption at scale for the UK.
- Lead market insight and customer needs analysis, translating market requirements into actionable plans that shape NTC products, services and future development.
- Build and maintain strategic stakeholder relationships across government, regulators, industry and key customers to maximise programme outcomes and adoption.
- Own the external engagement strategy, communications narrative and market positioning of the NTC, raising awareness of resilient timing services and their importance to UK critical infrastructure.
- Drive benefits realisation and programme outcomes, working with Senior Leadership Team colleagues to maximise impact and ensure operational requirements are embedded from design through deployment.
About You
To be successful in this role, you will have the following skills, experience, and qualifications:
Essential:
- Experience developing and delivering customer engagement, stakeholder management and go-to-market strategies for complex programmes, products or services.
- Degree-qualified (or equivalent professional experience) in Business, Marketing, Communications, Public Policy, Engineering or related discipline.
- Proven ability to influence senior stakeholders and build strategic partnerships across government, industry and regulatory environments.
Desirable:
- Experience developing and delivering market adoption strategies for emerging technologies, products or services.
- Knowledge of CNI, telecommunications or resilient digital services.
- Experience leading high-performing teams within a complex, matrixed or regulated environment.
- Experience shaping policy through engagement with government, regulators or standards bodies.
- Experience delivering international engagement strategies and building global stakeholder networks.
We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance. However, to work in this role in the National Timing department, you will need to have an SC clearance with no restrictions, or you must have the ability to obtain an SC clearance.
About Us
The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme. At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity. As part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process.
Head of Customer Engagement and Adoption Strategy in Teddington employer: National Physical Laboratory (NPL)
The National Physical Laboratory (NPL) is an exceptional employer that prioritises a strong security culture and offers a collaborative work environment where your contributions truly matter. With a commitment to employee growth, NPL provides tailored training programmes and opportunities for professional development, ensuring you can thrive in your role as a Security Culture Lead & Behavioral Change Strategist. Located in a vibrant area, NPL also fosters a culture of innovation and teamwork, making it a rewarding place to build a meaningful career.
Contact Details:
National Physical Laboratory (NPL) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Engagement and Adoption Strategy in Teddington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at National Physical Laboratory (NPL). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
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✨Attend Job Fairs or Networking Events
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We think you need these skills to ace Head of Customer Engagement and Adoption Strategy in Teddington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
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Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at National Physical Laboratory (NPL)!
How to prepare for a job interview at National Physical Laboratory (NPL)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
