Deputy Director for Organisational Listening and Deputy Director for Customer Culture and Capability
HMRC is increasingly responsive to customer feedback and as a consequence is looking to recruit two new Deputy Directors who will ensure that HMRC strategies, policy and processes are designed from a customer centric perspective so that people and businesses have first-class multi channel services. We are increasingly offering self service options through business and personal tax accounts which must be responsive to customer needs in real time.
These roles have wide ranging briefs across HMRC and also work with other Government Departments with whom we have close links such as HM Treasury and the Department for Work & Pensions. They have high visibility at Executive Committee (ExCom) level, “punching above their weight” in terms of the challenge needed provide top quality exposure to our most senior leaders, and providing the opportunity to further develop your broad and marketable skill set.
The roles are still in development as the new CS&TD structure beds in. One of your key responsibilities will be to further refine these roles and/or the Organisation Listening and Culture and Capability Functions, including: how the team works collaboratively across the Customer Directorate, and the wider Department to build its capability and enhance its reputation within HMRC.
Deputy Director for Organisational Listening
Leading a team of around 70 you will develop and lead an organisational listening function for HMRC. Working collaboratively with colleagues across CS&TD and others in the Department, notably Customer Services, Customer Compliance and Corporate Communications. You will lead in the transformation of HMRC’s customer insight and “listening” capability by developing a listening capability which focuses on the interests of customers and stakeholders. You will lead on developing a cohesive approach for the collection and analysis of customer and stakeholder group feedback from across all channels and areas of the business, transforming the reporting of customer experience data, supported by the right mechanisms to prioritise and drive pacy and responsive improvements.
Providing the Executive Committee and senior leaders with real time information and insight on customer experience and using this to identify and resolve quickly, issues which need prompt and decisive action for operational and/ or reputational reasons. You will ensure the function keeps pace with the changing economic and social environment as well as HMRC’s own transformation agenda and draw on Industry best practice. You will lead on understanding the costs of Tax changes on businesses and assuring work to meet the Department’s Customer Cost reduction target.