HM Revenue and Customs
The Head of Business Services for Digtial Engagement will be a senior position within CDIO. CDIO has recently created a new Operating Model and this post will hold a pivotal role to providing a more customer-centric service to internal and external customers. Working to the CIO of Customer Service Group the Deputy Director sits on the CDIO senior management team with overall responsibility for the end to end customer journey across all contact platforms, utilising technology and analytics to define contact strategy to provide a seamless customer experience at a personalised level. The role of Head of Business Services for Digital Engagement has been created in order to ensure these duties are carried out. Key Responsibilities Overall ownership of all customer and agent facing websites, mobile apps and digital engagement channels, including webchat, multi-synchronous messaging and SMS campaigns Provide governance and oversight over all CDIO digital engagement platforms and channels, to ensure co-ordination and alignment across all business verticals. Identify, develop, implement and optimise digital engagement across a diverse product and customer base, including digital adoption, containment and customer satisfaction Coach, lead and inspire innovation across multi-skilled technology teams on initiatives that touch a range of technical platforms, to ensure HMRC is at the forefront of digital advancements. Work with the Head of Architecture and Innovation and application / solution architects to ensure architecture principles and standards are in line with security policies and are applied consistently. Partner extensively and cross functionally with line of business managers to ensure alignment to all business aims. Clearly defining strategic choices and successfully communicating grounded recommendations - influencing upwards and laterally. Credible in front of senior stakeholders in setting out compelling opportunities into scalable delivery models Lead, motivate, develop and appraise senior digital technology managers to ensure personal and collective performance meets current and future business needs Develop a long-term vision through organisational capability building and establish effective delivery models. Influence or create complex budgets, prioritising spending based on return on investment (ROI) and strategic intent; this may include contract ownership and accountability for realisation of benefits. Essential Criteria & Person Specification To be successful in this role you will need to be an inspirational manager with extensive management experience and a strong background in delivering customer centric projects and programmes. You will also demonstrate: A passion for, and consistent track record of, shaping digital transformation and associated programmes across multi-disciplined organisations. With a strong commitment to accomplish industry firsts. The ability to design and maintain organisational strategies that address evolving digital and consumer trends. Extensive technical knowledge and experience in multiple aspects of digital engagement, such as user-centred design principles, predictive and proactive care, multivariate testing, digital marketing, and data utilisation (to drive customer innovation and digital optimisation) Experience in the management, development and implementation of change governance frameworks, standards, guidelines and procedures. A shown ability to analyse and summarise business requirements and translate them into a digital transformation journey An excellent understanding of information security and control principles gained from experience in Information Security Management, Risk, Quality and Compliance roles The establishment, promotion, adoption and containment of web, app and digital services. With a clear understanding of Micro-service architecture and API strategies/platforms The ability to influence or create budgets that are complex, developing business cases that demonstrate a value led approach to transformation. Capability to prioritise spending based on ROI and strategic intent. Consistent track record in building and developing teams - this will include initiating and delivering change, engendering a common culture, developing management capability to deliver sustainable performance. Shown success through inspirational management with a clear track record of delivering excellent performance together with an ability to attract and integrate new people / teams into a specialist skills-based organisation Senior stakeholder management. Understanding and working in partnership with the business to drive transformation and organisational change. Influential presentation and communication skills with ability to interact across all levels of management and external suppliers. Benefits Pensions Civil Service pension schemes may be available for successful candidates. Things you need to know Security Successful candidates must pass a disclosure and barring security check. Successful candidates must pass basic security checks . Selection process details To apply for this post, you will need to provide the two documents outlined below via email to This should be completed no later than 12th May. 1. A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years 2. A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the criteria in the person specification Failure to submit both documents (CV and Statement of Suitability) will mean the panel only have limited information on which to assess your application against the criteria in the person specification. Please ensure that both documents contain your full name. Should you encounter any issues with your online application please get in touch with If you do not receive acknowledgement of your application within 48 hours, please contact us. Feedback will only be provided if you attend an interview or assessment. Nationality requirements Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here . Eligibility Candidates in their probationary period are eligible to apply for vacancies within this department. Working for the Civil Service The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles . The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.