End-User Experience Specialist

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 – C004259

Role Duties and Responsibilities

• Champion a culture of user-centric design in IT support operations.


• Monitor User Feedback Channels.


• Analyse Support Interaction Data.


• Engage with Centralized Service Desk Team.


• Deal with Customer and escalate internally at various levels in conjunction with ESOC management.


• Log and Prioritize UX Issues or Insights.


• Prototype or Recommend Improvements.


• Support or Conduct User Research.


• Prepare UX Insight Reports.


• Facilitate UX Review Sessions.


• Update Stakeholders.


• Document Lessons Learned and Patterns.


• Introduce improvements by leveraging automation and innovative approaches.


• Enable continual service improvement through the effective use of metrics in support of critical success factors and key performance indicators used to manage user satisfaction.


• Perform other duties as may be required.

Essential Skills and Experience

• Experience recognizing key user experience principles including usability, accessibility, and journey mapping.


• Experience collecting and analysing qualitative and quantitative user feedback related to IT support (compliments, complaints, user journey drop-off points).


• Experience interpreting simple user feedback (e.g., survey results, comments).


• Experience designing and facilitating feedback loops with end users (e.g., surveys, interviews, focus groups) to identify UX priorities aligned with operational goals.


• Experience interpreting analytics and behaviour tracking data to make design or workflow recommendations.


• Experience advising on service portal design and enhancements with a focus on intuitive interaction and improved self-service success rates.


• Familiar with common IT service tools (e.g., ITSM platforms like BMC)

Desirable Experience

• Demonstrated understanding of the ITIL-based service management and core service desk processes (incident, request, and knowledge).


• Experience conducting user journey mapping sessions to identify friction in digital service interactions (e.g., service portal, ticket submission).


• Experience collaborating with Service Desk and Knowledge


• Management teams to implement usability improvements.


• Experience in supporting small pilots or experiments (e.g., A/B testing of self-service forms or knowledge article layouts).


• Experience identifying appropriate priorities against the ongoing activities and tasks being performed.


• Good analytic and problem solving skills and experience of working in a service team.


• Strong time management skills and ability to juggle multiple tasks at once.


• Able to work across the organization to build a compelling Knowledge Service and reporting capability.


• Exposure to the CSI process and the process improvement methodologies such as the Deming Cycle.


• Prior experience of working in an international environment comprising both military and elements.


• Knowledge of NATO responsibilities and organization, including ACO and ACT.

General Skills

• Analytics: Level 3


• User Experience: Level 4


• Business analysis: Level 3


• Business process improvement: Level 2


• Relationship Management: Level 3


• Incident management: Level 2


• Knowledge management: Level 2

Education

• Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience.

Working Location

• Mons, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance