Deputy Director

Job description

The portfolio covers a number of important areas which include elements of strategy, policy, customer insight generation, data analysis and customer driven change. .


  • Working across HMRC to build a customer culture including by embedding HMRCs Charter into the organisation
  • Creating the customer guard rails for change and building a strong keyholder function that ensures the guard rails are adhered to in change initiatives
  • Strengthening how CIDD uses data to prioritise the use of its resource and measurably improve customer experience and reduce customer cost
  • Leading the team that ensures new policy is impacted from a customer perspective and provide expert support to policy teams, securing better outcomes for customers
  • Leading on HMRCs public sector equality duty including projects to ensure that our policies and processes are fair and equal to all customers
  • Leading on HMRC-wide work to embed our strategy and key principles of support for customers who need extra help, including taking forward organisational learning from some sensitive investigations into HMRCs interactions with customers
  • Leading geographically dispersed, high performing teams. Driving and maintaining high levels of colleague engagement and championing diversity and inclusion in all aspects of the team and its work

Skills and Qualifications

Essential Skills

  • Excellent stakeholder management skills with a proven ability to influence at senior levels and evidence of impact in large, complex organisations
  • Inspirational leadership skills with a proven ability to nurture and build capability, embedding a strong culture of inclusivity, within and across teams
  • Experience of building strong internal and external partnerships across organisational boundaries, with a proven ability to deliver through and with others to achieve challenging or new outcomes
  • Track record of delivering at pace whilst managing a diverse portfolio
  • Demonstrable experience of cultural or organisational change with evidence of supporting continuous improvement
  • A customer orientated mindset, you will be able to think outside of the box to deliver strategic shifts in thinking that can be translated into practical choices for future strategy development and implementation
  • Experience of improving customer experience using data and insight is desirable

Further Information

Deputy Director, Improving Customer Experience Work Time: flexible working hours As one of two Deputy Directors for Improving Customer Experience, you will lead a highly motivated team who are passionate and ambitious about what they do. The team has around 80 colleagues with 8 G6 team leaders. Mainly based in London, the Northwest and Northeast.

Application Information

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Job Sector
Public Sector
£73,000, per annum
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