The transformation of Customer Management capability within HMRC will be delivered through a number of constituent and interrelated programmes that are critically important to HMRC’s transformation journey and will collectively enable a generational shift in the way HMRC currently interacts, understands and responds to customer contact.

You will lead a cluster of programmes which will transform the way in which HMRC currently manages its customers at each stage of the process including customer awareness and contact, customer registration and record management, tax and benefit management and responding to our customers.

Implementing an Enterprise Customer Relationship Management (eCRM) capability across the organisation will enhance internal tracking of correspondence and queries through contact management, case management, provide a joined up 360 view of our customers, auto response, knowledge management, and more targeted and intelligent use of data through nudges and prompts.

It will also provide a co-ordinated, personalised, intuitive, and accurate customer experience which ensures seamless interactions across channels, with consistent, unified records and eliminating the need for customers to have to provide the same information to us in multiple places. We will have an enhanced overall view of our customers’ end-to-end journeys, enabling us to implement more considered process improvements.

The transformation will also enable Enterprise Registration and a single front door into HMRC services for all our customers, supporting a streamlined and customer-centric registration process underpinned by robust identity verification and strengthened authentication measures.

Within this cluster of programmes, you will also oversee the work to simplify and consolidate the currently disparate contact centre contracts and requirements into a single and unified Contact Centre as a Service solution that is hosted on a Cloud platform, thus enabling new capabilities and greater efficiencies., whilst aligning with both Cabinet Office Digital First Strategy and HMRC’s internal Software as a Service ambition.

Delivery responsibilities

• Mobilise the programmes under the Customer Management change cluster, establishing appropriate delivery methodology in line with functional standards.
• Lead their programme cluster through internal and external governance, including securing investment approval for programme business cases.
• Undertake pre-tender engagement with the open market to confirm procurement approach to implement eCRM as an end-to-end service and consolidation of contact centre requirements into a simplified and unified solution.
• Launch and manage the procurement process, working in partnership with HMRC commercial teams, to evaluate, negotiate and appoint an end-to-end eCRM service provider and Contact Centre as a Service (CCaaS) provider, effectively integrating contact centre requirements into the overall eCRM solution.
• To lead the implementation of a simple, secure, and standardised single front door approach to registration and record management for HMRC customers (including individuals, organisations, and intermediaries).
• Actively support the wider adoption of digital services by more customers by putting our customers more in control of understanding and managing the various relationships they have with HMRC.
• Evaluate, refine and embed the business changes needed to support new ways of working and organisational design changes as part of the implementation.
• Oversee the delivery and staged implementation of deploying new customer management capability across the organisation, supporting changes to frontline operations including new ways of working and exploitation of new technology to improve the overall customer experience and close the tax gap.

Required Skills/ Experience

• Demonstrable experience of implementing eCRM in a large and complex organisation, e.g. financial institution, or a comparable sized public sector department.
• Significant experience of leading and delivering major digital programmes at the scale of the Government Major Projects Portfolio and a proven track record of delivering transformational change within a large organisation.
• Expert stakeholder management, negotiation and influencing skills at Board level, with proven experience of managing complex and/or fragmented relationships.
• Experience of effectively managing multi-million £ budgets and use of public funds and other resources in accordance with the Treasury guidance on Managing Public Money.
• Developing and leading large-sized delivery-focused multi-functional teams consisting of expertise across Project Delivery, technical, commercial, operational and subject matter experts.
• Demonstrating exemplary people leadership skills and working across organisational and departmental boundaries.
• Extensive experience of applying Agile principles and methodology in transformational delivery and at an enterprise level.
• Proven track record of delivering solutions on “as a service” (Software as a Service and Platforms as a Service) technology, ideally on Critical National Infrastructure.