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For Companies At a Glance
- Tasks: Lead customer strategy development and implement innovative solutions to enhance customer experience.
- Company: Join HMRC, a key player in improving customer service across the UK.
- Benefits: Competitive salary, generous pension contributions, flexible working, and 25-30 days leave.
- Why this job: Make a real impact on millions of customers while working with cutting-edge technology.
- Qualifications: Experience in strategic planning, strong analytical skills, and excellent communication abilities.
- Other info: Dynamic role with opportunities for personal growth and collaboration across teams.
The predicted salary is between 35000 - 60000 £ per year.
Overview
Discover a career in your hands at HMRC. We are seeking a strategic and delivery-focused professional to join our Improving customer experience team in a role focused on developing and implementing our customer strategy and architecture and how it is delivered across HMRC. This role will shape how we understand and serve our customers, ensuring our strategic ambitions translate into tangible improvements in customer experience. Join HMRC as a Customer Strategy Lead to help serve millions of customers across the UK. You will develop innovative approaches to customer engagement, analyse customer insights, and collaborate with cross-functional teams to implement solutions that make a real difference to people’s lives. You will work with cutting-edge technology and contribute to digital programmes while embracing new tech and future-focused initiatives. You will lead on customer experience, strategic design, and the implementation of initiatives that embed customer-centricity across the organisation.
We expect the post holder(s) to form part of a pool of resources that will undertake various customer experience related projects lasting 3-6 months. Your line manager will remain the same but priorities or workloads may vary.
Responsibilities
- Customer Strategy Development: Lead the design and evolution of the organisation\\\’s customer strategy in line with HMRC objectives. Use customer insights to identify opportunities to improve customer value propositions and experiences. Define strategic customer segments and identify approaches to engage, serve, and grow each segment.
- Strategic Planning & Business Case Development: Build compelling business cases for customer initiatives, underpinned by robust analysis, clear KPIs, and defined outcomes. Collaborate with Finance and Data teams.
- Programme & Initiative Delivery: Work with delivery teams (e.g., product, operations, digital, service) to embed customer initiatives within existing transformation programmes.
- Customer Insights & Voice of the Customer: Partner with Insight/Research teams to gather, analyse and act on customer feedback and behaviour. Champion a data-driven, customer-first mindset across the organisation.
- Stakeholder Engagement: Influence and collaborate with senior leaders to align strategic priorities and secure buy-in for customer-focused change. Act as a trusted advisor on customer strategy for internal stakeholders.
- Performance Tracking & Optimisation: Define and track KPIs related to customer engagement, satisfaction and digital containment. Recommend and implement adjustments to strategy based on performance data, policy or strategy.
- Key Deliverables (First 12 Months): Track delivery of key customer improvement initiatives and digital delivery programmes; provide regular reporting on customer strategy performance to leadership teams; embed customer-centric metrics.
Qualifications & Behaviours
- Experience in strategic planning and implementation relating to customer experience and/or channel shift/digital transformation.
- Strong analytical and problem-solving capabilities.
- Excellent communication and stakeholder management skills.
- Ability to work collaboratively in cross-functional teams.
- Understanding of customer experience principles; knowledge of digital transformation initiatives.
Eligibility & Location
We operate across HMRC locations;National requirements apply. This role may require occasional attendance at the office. Please review location information before applying. The Civil Service values honesty and integrity and follows Recruitment Principles. Additional information on eligibility, security checks, and diversity and inclusion is provided in the advert.
Benefits & Working Arrangements
Salary: £58,541 with £16,959 employer pension contribution (Civil Service Defined Benefit Pension). HMRC supports Flexible and Hybrid Working policies, with leave starting at 25 days (rising to 30). Other benefits include family-friendly policies, personal support, coaching and development. Details of benefits are available in the advert.
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Customer Strategy Lead employer: HM Revenue & Customs
Contact Detail:
HM Revenue & Customs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Strategy Lead
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at HMRC. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer strategy and experience. We recommend role-playing with a friend or using online resources to boost your confidence.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to drive customer engagement in past roles. Real examples will make you stand out as a candidate who gets results.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining HMRC.
We think you need these skills to ace Customer Strategy Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that align with the Customer Strategy Lead role. Highlight your strategic planning and customer experience expertise, as this will show us you understand what we're looking for.
Showcase Your Analytical Skills: Since this role involves a lot of data analysis and problem-solving, don’t shy away from sharing examples of how you've used data to drive decisions in previous roles. We want to see your analytical prowess in action!
Communicate Clearly: Your written communication should be clear and concise. Use straightforward language to convey your ideas and ensure that your passion for improving customer experience shines through. Remember, we value effective communication!
Apply Through Our Website: We encourage you to apply directly through our website. This not only streamlines the process but also ensures that your application reaches us quickly. Plus, it’s the best way to stay updated on your application status!
How to prepare for a job interview at HM Revenue & Customs
✨Know Your Customer Strategy
Before the interview, dive deep into HMRC's customer strategy and understand their objectives. Familiarise yourself with their recent initiatives and how they aim to improve customer experience. This will help you demonstrate your strategic thinking and show that you're genuinely interested in the role.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data to drive customer insights in previous roles. Be ready to discuss specific KPIs you've tracked and how your analysis led to tangible improvements. This will highlight your analytical capabilities and align with the job's focus on data-driven decision-making.
✨Engage with Stakeholders
Think of instances where you've successfully collaborated with senior leaders or cross-functional teams. Be prepared to share how you influenced decisions and secured buy-in for customer-focused changes. This will showcase your stakeholder management skills, which are crucial for this position.
✨Embrace Digital Transformation
Since the role involves digital transformation, brush up on the latest trends and technologies in customer experience. Be ready to discuss how you've embraced new tech in past projects and how you envision leveraging it at HMRC. This will demonstrate your forward-thinking approach and adaptability.