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
Required Skills/ Experience
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