Lead Solution Architect - Customer Relationship Management

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
Do you have a passion for shaping cutting-edge technology solutions that impact millions of people?
Are you experienced in designing CRM systems that balance user experience, security, and scalability?
Would you thrive in a role where you lead transformational change and collaborate with a diverse range of stakeholders?
If so, continue reading to learn more about this fantastic opportunity to join HMRC as a Lead Solution Architect in our Customer Relationship Management (CRM) team.
At HMRC, we don’t just collect taxes – we create solutions that simplify lives for millions of citizens and businesses across the UK. Behind the scenes, our Chief Technology & Design Office (CTDO) leads the charge in designing and delivering innovative technology systems that enable this mission.
HMRC is one of the largest organisations in the UK, and our transformation programme is one of the most ambitious in Europe. As part of the Chief Technology & Design Office, you’ll be at the forefront of this change, designing solutions that have a lasting impact on millions of people.
As part of the CTDO, you’ll join a team of highly skilled architects, designers, and technologists who are passionate about transforming how we interact with our customers and internal teams. Together, we use technology to streamline processes, enhance user experiences, and deliver value to the UK public., As a Lead Solution Architect, you will play a pivotal role in HMRC’s transformation journey, driving the development of robust CRM solutions that serve both external customers and internal stakeholders. You’ll collaborate with senior leaders to design and implement scalable, secure, and user-centric solutions that align with our business goals and IT strategy.
This role is not just about technical expertise – it’s about leadership, innovation, and delivering real-world outcomes. You’ll influence stakeholders at all levels, lead a team of architects, and help shape the future of HMRC’s technology landscape., In this role, you will:
+ Shape transformational change: Create and articulate IT solution architectures that deliver business outcomes and improve customer experiences.
+ Lead from the front: Guide a team of architects and set the technical direction, contributing to the broader CTDO leadership team.
+ Solve real-world problems: Collaboratively work with business and delivery teams to identify root causes and develop pragmatic, effective solutions.
+ Own your domain: Take accountability for CRM and related technologies, ensuring solutions are secure, scalable, and aligned with HMRC’s IT strategy.
+ Drive delivery: Work with delivery teams and partners to ensure solutions are implemented successfully.
+ Champion innovation: Experiment with new technologies and approaches, leveraging Proof of Concepts and prototypes to de-risk and accelerate delivery.
This role will require travel and overnight stays.

Person specification
We’re looking for someone with the potential to:
+ Build trusted relationships with business and technical stakeholders, translating between technical and non-technical audiences.
+ Design CRM solutions that place users – both internal and external – at their heart, while ensuring scalability and security.
+ Drive transformational change, solving complex problems with creative and pragmatic IT solutions.
+ Thrive in an agile environment, iteratively shaping solutions and leading change at pace.
+ Quickly grasp new technologies, understanding their potential and limitations., + Please attach your CV as a separate additional document in either PDF or word format no bigger than 5MB.
+ Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
+ Please do not include any personal details in your document title.
+ If your CV contains any personal details your application will be withdrawn.
+ Desirable skills will not be scored but will only be used in the event of a tie break situation.
+ A 500-word personal statement. Please ensure you include how you meet the essential criteria within your Personal statement.
Further details around what this will entail are listed on the application form.
We acknowledge that AI can assist you in your application. Find our guidelines here.
Sift
In the event of a large number of applications being received, an initial sift may be held on Personal Statement.
At full sift your CV will also be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview stage 1
If you’re successful at sift stage, you will be invited to a video interview via Microsoft Teams. In this 30-minute session you will be asked to provide an overview of your CV and answer questions around experience.
Interview Stage 2
If you’re successful in the Pre-Interview CV Discussion stage, you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the essential & technical skills and your experience. You will also be asked to prepare a presentation - further details will be provided prior to interviews.
Interviews will take place via video link.
Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Merit List
After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
+ Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Additional Security Information
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
Important information for existing HMRC contractual homeworkers
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window)., Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

+ Expertise in designing CRM solutions at scale, ideally with a leading Magic Quadrant vendor.
+ You will have worked through delivery of your design into Live Service.
+ Confidence in bridging the gap between technical and business strategy for diverse stakeholders.
+ Strong interpersonal and communication skills, with the ability to influence at all levels.
+ Experience designing IT solutions that deliver tangible benefits for customers or internal users.
Desirable Criteria
+ Experience leading CRM transformations at scale.
+ Possess or working toward TOGAF, BCS or CITP qualifications.
+ Commercial acumen, including cost estimation to support commercial activity.
+ Familiarity with managing architectural risk while working at pace.

Technical skills
We'll assess you against these technical skills during the selection process:
+ The interview process may involve a presentation, and further details will be provided to candidates who are invited to the formal interview at that time.

Alongside your salary of £68,966, HM Revenue and Customs contributes £19,979 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
+ Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
+ Family friendly policies.
+ Personal support.
+ Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service