HMRC has one of the largest customer service functions in the UK, servicing over 34 million citizens and 5 million businesses, and it is undergoing a major transformation to improve customer management.

As we develop new enterprise services for contact management, registration & subscription, identity verification & access, record management & secure comms, a new eCRM platform will create a generational shift in the way HMRC supports it customers, creating an integrated, efficient, and personalised customer experience across all services; a critical component to delivering HMRC priorities.

To manage the multitude of components, an overarching Customer management cluster has been established to ensure we have the right enablers in place to design, build out, transform and run HMRC services.

Reporting to the Chief Architect within the CMC, the Lead Enterprise Architect is accountable for a specified set of deliverables and their associated roadmaps, ensuring multi disciplinary teams members are engaged as and when appropriate, forming a coalition with other architects & designers to ensure integrity and coherence of design within the R&RM domain.

Responsibilities

• Ensure R&RM operates coherently and strategically across Architecture & Design activities, driving forward crosscutting innovative solutions and enabling product delivery within clear design guardrails.
• Collaborate and consult with diverse set of stakeholders, ensuring stakeholder interests are identified and addressed in the development of the R&RM deliverables and decisions are aligned with CMC Strategy.
• Acting as a bridge between CMC and R&RM, ensuring integrity of design and standards are met by assuring against Principles, Standards and Target Architectures.
• Developing the Target Architecture for Registration & Record Management (in collaboration with Chief Architect for Customer Management Cluster), highlighting risks and issues on integration, data ingestion/migration and transition states.
• Develop and maintain the Registration & Record Management service roadmap, providing input to overarching delivery and sequencing within CMC.
• Collaborate with colleagues across HMRC to align requirements and component parts to deliver the R&RM outcomes; ensuring integrity of design across services/clusters, challenging constructively, and acting as a critical friend to achieve solutions that are fit for purpose.
• Collaborate with Regime Service Owners so they understand the enterprise services/components available for consumption by their regime.
• Engage with ICF SI partner to assure R&RM strategic designs; providing user stories to support product and platform design.
• Support Vendor selection & management for products/platforms within the cluster so CMC select providers that best meet the organisation’s needs.
• Lead the framing of problem definition and guide architectural design decisions through required governance; supporting the development of business cases where required through ownership of design input.
• Act as bridge between regime and platform owners, ensuring R&RM common components balance the demands of regime requirements and platform integrity.
• Identify the best option where multiple identified, and communicate the reasons why to stakeholders, mediating between people in difficult architectural discussions and resolving key architecture and design questions that could slow down delivery.