Strategic Marketing / Customer Experience

Tender description

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. Specialist role Communications manager Expected Contract Length 6 Months, option to extend to 12 months. Latest start date Monday 16 November 2020 Maximum Day Rate £800-£1000 Who Speclialist 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 Specialists Work On 1. Define strategic marketing/customer experience capability gaps 2. 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 Skills & 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 Haves • Have experience of working in regulated markets • Have a strong knowledge of current and emerging technology • Have digital experience • Have CIM qualification Work Location Remote working (some travel may be required) Working Arrangments 2.5 days per week No. of Specialists to Evaluate 3 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 Method Interview Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers 1. Is there a current incumbent? No 2. 1. Can you please advise on whether this is a full time contract ie 5 days a week of if it's 2.5 days a week? 2.5 days per week 3. Is there scope for the 2.5 days per week to increase? Not at the moment (but would naturally keep under review) 4. This looks like a leadership / programme management role more than a traditional marketeer.Are you looking for a leader who can engage marketing or a marketeer who can lead? A marketeer who can lead. 5. It's mentioned as 2.5 days per week work. is this correct? Yes 6. Can you please clarify if this is a full time or part time opportunity? 2.5 days per week 7. Is this role in or outside of IR35 We expect this engagement to be outside IR35