Awarded to V Rousselet & Associates Ltd

Start date: Wednesday 25 November 2020
Value: £55,250
Company size: SME
HM Land Registry

Strategic Marketing / Customer Experience

7 Incomplete applications

6 SME, 1 large

38 Completed applications

38 SME, 0 large

Important dates

Wednesday 4 November 2020
Deadline for asking questions
Friday 6 November 2020 at 11:59pm GMT
Closing date for applications
Wednesday 11 November 2020 at 11:59pm GMT


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.
No specific location, for example they can work remotely
Organisation the work is for
HM Land Registry
Maximum day rate

About the work

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

Work setup

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

Additional information

Additional terms and conditions

Skills and experience

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

How suppliers will be evaluated

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
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Is there a current incumbent?
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?
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