Chief Customer Officer

Who We Are

The NCIA exists for one reason: to ensure the Alliance can communicate securely and reliably whether in critical political consultations or during complex military operations. We are a key enabler of NATOs core mission to keep one billion people safe.

Our technology and cyber experts power NATOs digital capabilities. From data-driven decision making and secure networks to resilient operations and mission execution across land air sea cyber and space domains.

Our people make this mission possible. Join a team of 3500 civilian and military staff across 30 locations throughout Europe North America and Asia.

The Role Impact

As Chief Customer Officer you will play a pivotal role in ensuring that everything we deliver is guided by a deep understanding of our customers needs.

This is more than a leadership position - it is a transformational role at the heart of NATOs digital and operational effectiveness. You will lead the Agencys customer-facing function shaping how demand is understood prioritized and delivered. By driving a truly customer-centric approach you will ensure that the Agency focuses on what matters most aligns resources effectively and delivers maximum value to NATO missions.

As a member of the Executive Leadership Team you will influence strategic direction bridge customer needs with operational delivery and help define how NCIA evolves to meet the challenges of a rapidly changing security environment.

What Youll Do

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 NCIAs 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

For a full list of duties please review thejob descriptionon theNCIAcareer site.

Who You Are

A senior executive leader with 15 years (holding a Masters degree) or 20 years (holding a Bachelors 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.

If you are a strategic leader who thrives in complex environments and is passionate about delivering meaningful outcomes through customer-focused transformation this is a unique opportunity to shape the future of NATOs digital capabilities.

What Do We Offer

Genuinely meaningful work as part of the most successful alliance in history
Initialthree yearcontract withacompetitive monthly tax-free salary and householdandchildrens allowances
Privileges for staff including expatriation and home leave (where applicable) as well as education allowances
Excellent private health insurance scheme
Generous annual leave of 30 days plus official holidays
Retirement Pension Plan

Tolearn more about our mission and goalsat theNCIA pleasevisitourwebsite.

TheNCIAprides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender gender identity race ethnic or cultural origin age religion sexual orientation and physical or neurocognitive ability.

Additional details on the conditions of applicationcan be foundvia theNCIAcareer site.