Overview
The Chief Customer Officer will lead the Agency’s customer-facing function, shaping how demand is understood, prioritized, and delivered to ensure everything delivered is guided by a deep understanding of customer needs.
Key Responsibilities
- Embody and role model the NCIA culture principles of Customer First, Together and Impact
- Lead with the customer at the center of every decision, build bridges across organizational pillars and drive delivery with the ownership and pace the mission demands
- Build and lead a cohesive, multicultural and multidisciplinary team, promoting excellence, the highest professional standards and inspiring work environments that enable managers and staff to develop their full potential
- Lead the NCIA’s customer engagement model, embedding a customer-first mindset across all functions
- Shape and manage the customer demand pipeline, ensuring early engagement and clear prioritization of needs
- Translate customer insights into actionable strategies, services, and investment decisions
- Oversee customer relationships, service agreements, service support packages, and price proposals
- Define and evolve the service strategy, ensuring services are scalable, sustainable, and outcome-focused
- Establish and lead prioritization frameworks across competing demands
- Lead value-based decision-making, including costing models and benefits realization
- Act as Senior User on Project Boards, ensuring delivery aligns with customer outcomes
Required Experience
- A senior executive leader with 15+ years (holding a Master’s degree) or 20+ years (holding a Bachelor’s degree) of relevant experience in complex organizations
- Proven leadership of large, distributed organizations (e.g. 100+ staff across service, support, CX, and analytics functions)
- A strong track record of defining and delivering customer strategies aligned to organizational goals
- Demonstrated success driving customer-centric transformation and cultural change at enterprise scale
- Experienced in shifting organizations from reactive service delivery to proactive, insight-driven engagement
- Skilled in designing and operating enterprise customer models, including service, support, and engagement functions
- Deep understanding of customer governance, demand management, service performance, and workforce planning
- Strong experience using data and analytics to drive customer insights and decision-making
- Proven ability to balance competing stakeholder priorities and achieve enterprise-wide alignment
- Experience managing large-scale budgets and investment decisions (100M+ EUR)
- Strong commercial or mission awareness, with the ability to link customer experience to value or impact
- Excellent communication and influencing skills, including experience operating in senior and political environments
- Proven experience in managing large, diverse and multidisciplinary teams successfully employing modern, inspirational leadership practices.
