HM Land Registry

Strategic Marketing / Customer Experience

7 Incomplete applications

6 SME, 1 large

38 SME, 0 large

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: Monday 16 November 2020
Expected contract length: 6 Months, option to extend to 12 months.
Location: No specific location, for example they can work remotely
Organisation the work is for: HM Land Registry
Maximum day rate: £800-£1000

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 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

Address where the work will take place: Remote working (some travel may be required)
Working arrangements: 2.5 days per week
Security clearance

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

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

All suppliers will be asked to provide a work history.

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

Additional assessment methods

Interview

Evaluation weighting

Technical competence

60%

Cultural fit

20%

Price

20%

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