Strategic Marketing / Customer Experience (CM)

Closing date for applications: 11/11/2020
Specialist role
Communications manager
Summary of the work
In support of its Business Strategy and Customer and Channel Strategy, HM Land Registry has been driving its customer focus. The candidate will deliver defined customer experience and cultural change to improve customer focus and will work closely with cross functional teams to ensure embedded and sustained change.
Latest start date
Expected contract length
6 Months, option to extend to 12 months.
No specific location, for example they can work remotely
Organisation the work is for
HM Land Registry
Maximum day rate
Early market engagement
Who the specialist will work with
The individual will work with the existing core team (1 permanent + 1 FT contractor) and cross functional teams to be responsible for delivery.
What the specialist will work on
1. Define strategic marketing/customer experience capability gaps2. Outline, scope prioritised steps, deliverables (including knowledge share) and timeline to address. Provide options and costed recommendations.3. Define capacity gaps, outline prioritised steps and deliverables with timeline to address together with capability plan. Provide options and costed recommendations.4. Define customer focused change goals, work with HR/leadership to define measures and embed change required.5. Prioritise and deliver phase1 customer focused change goals with appropriate cross-functional teams/leaders. Develop plan to deliver and sustainably embed change.6. Identify priorities for targeted internal messaging campaigns to drive customer focused change and steer implementation
Address where the work will take place
Remote working (some travel may be required)
Working arrangements
2.5 days per week
Security clearance
Additional terms and conditions
How many specialists to evaluate
Cultural fit criteria
-Work as a team with our organisation -Be transparent and collaborative when making decisions -Share knowledge and experience with colleagues -Recognise that strategic marketing is new in the organisation -Challenge the status quo in a constructive way -Track record of being able to flex approach and ensure strong delivery -Build rapport and absorb push back – resilience -Ability and practical experience of being able to adapt to groups at different levels
Assessment methods
Evaluation weighting
Technical competence 60% Cultural fit 20% Price 20%
Essential skills and experience
  • Have significant experience of strategic marketing & customer experience in multiple sectors with tangible, demonstrable results
  • Have evidence of influencing and relationship building at a senior level which has delivered significant and lasting change
  • Have experience in managing multiple stakeholders to achieve tangible results
  • Be inspiring and experienced change leader, creating & leading a new (virtual) team through change
  • Have evidence of articulating a strategic vision, mobilising a virtual team behind it, and delivering on the execution
  • Be an advocate for our customers and able to influence decision making across the organisation to take our customers into account, particularly during transformation change activity to embed the change
  • Be able to drive and deliver change for an enhanced customer experience across the organisation
  • Have evidence of working at pace – and negotiating to be able to do so
Nice-to-have skills and experience
  • Have experience of working in regulated markets
  • Have a strong knowledge of current and emerging technology
  • Have digital experience
  • Have CIM qualification

Closing date for applications: 11/11/2020

Strategic Marketing / Customer Experience (CM)

Closing date for applications: 11/11/2020

Specialist role:

Communications manager


No specific location, for example they can work remotely


HM Land Registry

Maximum day rate:


IT Recruitment Marketplace
The Hive Enterprise Centre, Victoria Avenue
Southend-on-Sea, Essex SS2 6EX
© IT Recruitment Marketplace
To change your subscription email us here