UX Coordinator

Spektrum have a wide range of exciting opportunities in several global locations.

We are always looking to add great new talent to our team and look forward to hearing from you.

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID – C004419

Role Duties and Responsibilities

• Facilitate seamless communication between end users, IT service owners, support teams, and customer representatives.
• Act as a liaison to ensure user concerns and experience-related issues are clearly understood and routed to the appropriate technical or service groups.
• Schedule and coordinate meetings related to user experience initiatives.
• Create and maintain reports, dashboards, communications, and presentations for stakeholders.
• Identify opportunities to streamline workflows that impact user experience.
• Support continuous service improvement activities aligned with IT service management practices.
• The UX Coordinator will conduct the following recurring activities:
• Lead and facilitate meetings that address user experience topics.
• Monitor customer feedback in ITSM and follow up on negative ratings to ensure appropriate action is taken.
• Review and follow up on aging or unresolved ITSM incidents to support timely resolution and improved user satisfaction.
• Propose improvements and track progress on continuous service improvement initiatives related to user experience.

Essential Skills, Experience and Certifications

• Proven UX experience within an IT context, with a strong understanding of IT operations, systems, and service management.
• Excellent communication skills, with the ability to clearly engage technical and non-technical stakeholders. Ability to translate complex technical concepts into clear, user-friendly language for end users.
• High degree of empathy, with the ability to understand and relate to end-user perspectives, needs, and challenges.
• Strong English (written and spoken) required; French proficiency is a plus
• Ability to lead meetings, present information clearly, and follow upon actions and feedback.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Experience working with ITSM tools and standard productivity tools (e.g., Excel, PowerPoint)
• Ability to analyse user feedback, identify trends, and support continuous improvement activities
• Relating and Networking - Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals
• Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences
• Communication Skills – Good diplomacy and tact

Working Location

• Brussels, Belgium

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance

We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.