Retailer M&S has announced a new Technology Transformation Programme to create a digital-first business model and improve customer experience.

As part of its five-year transformation plan, the programme is designed to create a more agile, faster and more commercial use of technology to help deliver growth and revive its fortunes.

The changes include the appointment of Tata Consultancy Services (TCS) to help oversee the programme, encompassing all operations, from customer experience to a simplification of the company’s technology supplier base. Core supplier services will transfer directly to TCS and the day-to-day relationship and project management of specialist suppliers will move under the control of TCS.

The Technology Transformation Programme hopes to create annual efficiencies of £30m by 2021/22 after a one-off cost to implement of c. £25 million.

As a result of the new overall Technology Operating Model, around 250 existing M&S technology roles will transfer under TUPE to become TCS roles. Individual conversations will take place with around 30 individuals whose functions will be carried out differently in the future. M&S will retain a smaller, more technical and commercially focused team that will lead and drive technology to support the business.

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