HMRC Liverpool, UK
Head of Business Services - Customer Services Technology Location - Flexible base - Edinburgh, Newcastle, Manchester, Liverpool, Shipley, Telford, Bristol, Worthing, or London - UK-wide travel will also be required Salary - up to £100K plus benefits Type - Permanent This is an exciting time for IT in HM Revenue & Customs, as they continue to implement bold plans to transform their IT and Digital Services. HMRC is becoming one of the most digital organisations in the UK and the plan is to be much bolder: by 2020 they will be one of the most digitally-advanced tax authorities in the world. They have a massive challenge: they need to bring in more tax, reduce costs and improve the experience for customers. To do this, they are using smart data analysis and innovative IT systems to ensure that customers get their tax affairs right from the outset - and they are radically improving the technology they use to do this work. To lead this transformation HMRC are looking for a number of Heads of Business Services, who will drive innovation and change across a number of areas: Artificial Intelligence - Ensuring HMRC is at the forefront of AI and Machine Learning advancements. Driving innovation and motivating and developing senior technical managers to meet the current and future needs of the business Cognitive Care - building analytical capability within the business, articulating the vision, technology and architecture of cognitive care across the estate (supported by domain expertise in RPA, AI and NLU). Digital Engagement - taking overall ownership of all customer and agent facing websites, mobile apps and digital engagement channels, including webchat, multi-synchronous messaging and SMS campaigns. Voice Services - designing, implementing and optimising voice technology including CTI, IVR, automation, NLP, call routing, smart assistant, voice biometrics and workflow/workforce management systems. To be successful in this role you will need to be an inspirational leader with management experience delivering customer centric projects and programmes. You will have extensive experience working in a customer services environment. 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. • Senior stakeholder management skills. 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. • Experience leading and empowering teams and stakeholders through major change programmes. • Experience in a fast paced (agile), evolving environment, using an iterative method and flexible approach to enable rapid delivery. • Consistent track record in building and developing teams - this will include initiating and delivering change, engendering a common culture, developing leadership and management capability to deliver sustainable performance. Shown success through inspirational leadership 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. • The ability to influence or create budgets that are complex, developing business cases that demonstrate a value driven approach to transformation. Capability to prioritise spending based on ROI and strategic intent. If you would like to apply for this position please send your CV and covering letter to by the closing date of 12th May.