Customer Strategy Lead

HM REVENUE & CUSTOMS; Bristol; Hybrid; GBP 59,000; Full time

Job summary

A government agency in the UK is seeking a Customer Strategy Lead to develop and implement customer strategies that enhance service delivery and improve customer engagement. You will lead projects utilizing customer insights, work with cross-functional teams, and drive initiatives that get results. This role offers a competitive salary and the flexibility to work in hybrid arrangements.

Benefits

Salary: £58,541

Employer pension contribution of £16,959

Flexible and hybrid working policies

Starting leave of 25 days, rising to 30

Qualifications

• Experience in strategic planning and implementation related to customer experience.
• Strong analytical and problem-solving capabilities.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead the design and evolution of the organisation's customer strategy.
• Build compelling business cases for customer initiatives.
• Work with delivery teams to embed customer initiatives.

Skills

Strategic planning

Analytical skills

Communication

Stakeholder management

Collaboration

Customer experience principles

Job description

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.