Simone Woodrow

Head of Customer Experience, Equalities & Extra Support HM Revenue & Customs

Summit Day Two - Wednesday, 7th October 2026 [CET]

12:25 Presentation: Leading Enterprise Customer Experience Transformation at National Scale

Transforming customer experience across a national service organisation requires balancing scale, complexity, and changing customer needs. In this session, Simone shares how HMRC is evolving the way it designs and delivers services for millions of customers, using customer insight, digital innovation, and cross-functional collaboration to improve accessibility and effectiveness. She will explore the challenges of modernising a large public service environment while ensuring customers receive the support they need across every interaction.

Learning Objectives

Understand how customer experience can act as a strategic driver of enterprise-wide transformation
Explore how cross-functional collaboration enables more effective and customer-centred service delivery
Learn how inclusive design and customer insight support sustainable transformation at scale

Key Takeaways

Practical lessons for leading customer experience transformation across large, complex organisations
Greater understanding of how to embed customer thinking into transformation programmes and decision-making
Actionable approaches for creating more accessible, efficient, and customer-focused services at scale

Check out the incredible speaker line-up to see who will be joining Simone.

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