Chief Customer Officer (UK Hydrographic Office) - MoD - SCS1

Location

Admiralty Way, Taunton TA1 2DN

About the job

Job summary

The post holder will be a full member of the UKHO’s Executive Leadership Team, contributing to the UKHO’s wider strategic direction and leadership, helping to shape the digital future of the organisation.

The role leads the customer-focused commercial strategy, including business development, customer experience and product strategy, satisfying our defence customer needs, whilst fulfilling our public task.

This role will sustain a healthy level of commercial returns from our established merchant shipping market, whilst developing adjacent markets that build out from core ADMIRALTY navigation business. We will exploit the potential of our data assets and expertise as we evolve into a fully digital service provider and data-centric organisation.

Job description

• To bring commercial insight, experience and expertise to the UKHO Executive Leadership Team and contribute fully to the overall strategic management of the UKHO, especially in all areas of customer, market and ADMIRALTY business development.
• To provide empowering and inspiring leadership, creating a culture of trust as a platform for promoting innovation, creativity and diversity of thought; and building, developing and motivating a high-performing team.
• To deliver the UKHO’s sales revenue and gross margin targets, enhancing the UKHO’s ADMIRALTY digital products and services to ensure our trusted brand remains the choice of the world’s mariners, remains competitive, and continues to adapt to reflect the developing needs of a maritime sector that is undergoing a rapid digital transformation.
• To be the lead ‘Customer Champion’ for the UKHO, ensuring that our customers are at the centre of everything we do, in a way that embeds a customer-focused culture throughout the organisation.

Person specification

Essential experience criteria:

• Experienced customer leader, at a senior level, with a track-record of collaborative accomplishment in commercial functions, notably in sales, marketing, digital service delivery, and business development.
• Experience of operating in a digital-first organisation, recognising the importance of building a customer-centric culture, working in multi-disciplinary teams, promoting an entrepreneurial growth mindset, and championing diversity and inclusion.
• Experienced in delivering high-quality information products and services to meet and excite market needs, delivering new and existing revenue and profit streams through the application of digital products and services.
• Experienced in driving and delivering sales and meeting challenging sales targets, both in terms of establishing new business and maximising existing market potential.

Leadership behaviours

• A high-performing executive level team player, who works collaboratively and engenders co-operation, at all levels.
• Change management experience within organisations that have undergone substantial digital transformation.
• Outstanding communication, influencing and negotiating skills; able to build trust and credibility quickly across multiple stakeholder groups.
• Experience of building dynamic multi- disciplinary teams to create new business capability at the intersection of customer insight, technology and commercial operations.
• Building and leading teams, role modelling an innovative, entrepreneurial spirit, creative thinking with a questioning mindset.