C004419 User Experience (UX) Coordinator (NS) - WED 26 Nov

Deadline Date: Wednesday 26 November 2025

Requirement: User Experience (UX) Coordinator

Location: Brussels, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 836

Required Start Date: 5 January 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:

Communication and Coordination

• 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.

Administrative and Organizational Support

• Schedule and coordinate meetings related to user experience initiatives.
• Create and maintain reports, dashboards, communications, and presentations for stakeholders.

Process and Service Improvement

• Identify opportunities to streamline workflows that impact user experience.
• Support continuous service improvement activities aligned with IT service management practices.

Specific Activities and Tasks

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.

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• 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 up on 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.

Competencies or Personal Attributes:

• 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