Chief Customer Officer

About the role

The Chief Customer Officer (CCO) leads the NATO Communications and Information Agency’s (NCIA) customer‑facing function, ensuring that all services and solutions are shaped by a deep understanding of NATO’s operational needs. Reporting to the Executive Leadership Team, the CCO drives a customer‑first culture, aligns demand with resources, and enhances the Agency’s digital and operational effectiveness across the Alliance.

Key responsibilities

• Champion the “Customer First” principle in every decision and embed it across all organisational pillars.
• Build, mentor and lead a multicultural, multidisciplinary team that delivers high‑quality customer outcomes.
• Design and operate the NCIA customer‑engagement model, fostering early engagement and clear prioritisation of demand.
• Manage the demand pipeline, translate insights into strategic services, investment decisions and pricing proposals.
• Define and evolve scalable, sustainable service strategies and lead prioritisation frameworks for competing requests.
• Develop value‑based costing models, benefits‑realisation analyses and support senior decision‑making on resource allocation.
• Act as Senior User on Project Boards to ensure delivery aligns with customer expectations and mission objectives.

Required profile

• Senior executive with extensive experience in customer‑centric leadership within complex, multinational organisations.
• Proven ability to influence strategic direction at executive level and bridge customer needs with operational delivery.
• Strong track record of building high‑performing, culturally diverse teams.
• Excellent communication and stakeholder‑management skills, with a focus on delivering impact.

Required skills