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Job description

The Deputy Director, Head of Product, Design and User Research will be a senior position within CDIO.
You will be aligning the work of multiple teams and professions, developing the right culture, environment and structures to support better service and product design within CDIO for HMRC.

You will lead the department to design and manage effective and efficient end to end services and products that achieve a first class experience for the user, both external and internal.

Key responsibilities include:
  • Champion User Centred Design (UCD), inspiring stakeholders and staff at all levels, to guide achieve the benefits of user-centred iterative development and service design, including user research and product management.

  • Providing strategic insight and leadership to the UCD function in collaboration with Heads of Profession; contributing to the successful delivery of services against the Service Standard.

  • Bringing experience of building services and products and leading individuals, teams and organisations to do so, in a large, complex, data rich environment in which emphasis is on industrial scale re-useable products and services.

  • Planning and monitoring the strategic direction of the UCD function, and seek to embed user centred design guidelines and standards across CDIO and wider HMRC.

  • Playing a key role in Architecture & Innovation (A&I) senior leadership team, supporting, and, on occasion, deputising for the A&I Director.

  • Using your experience of building and managing relationships with senior stakeholders and diverse groups to share knowledge, skills and deliver shared goals.

  • Demonstrating the gravitas, resilience and above all the leadership qualities required to engage with and influence a wide range of stakeholders both internally and externally.

  • Representing and promoting user centred design and digital inclusion, including accessibility and assisted digital, at board and senior leadership level to support the delivery of better end to end services and products for all.

  • Owning key Government Digital Services (GDS) relationships in this area (e.g., GDS Head of User-Centred Design), bringing benefit to HMRC's deliveries in this area and contributing as appropriate to the development of the UCD profession across government.

    Person Specification
    To be successful in this role you will need to be an inspirational leader with experience of leading and developing teams.

    You will have a strong background in delivering user research, product management, and design.

    You will also be able to demonstrate:
  • Experience as a leader with broad industry experience and a strong user centred approach background, capable of engaging teams, projects, programmes and organisations with good UCD process.

  • Experience of designing or redesigning services and products (and/or leading individuals, teams and organisations to do so) in a large, complex, data rich environment in which emphasis is on industrial scale re-useable products and services. Specific experience of digital accessibility is of particular interest.

  • Familiarity with and the ability to contribute to wider government strategy around digital, data and technology.

  • Experience of building and managing relationships with senior stakeholders and diverse groups to share knowledge, skills and deliver shared goals.

  • Experience of working with a range of user centred design specialisms, growing capability and providing leadership and support within or across design professions.

  • Experience of establishing and leading a relevant high value supplier economy to deliver both innovation and value for money from investment.

  • Highly effective negotiating and influencing skills up to the most senior levels, as well as a highly collaborative, team playing approach

  • Ability to work effectively across organisational boundaries at a senior level and having the confidence and credibility to challenge constructively to achieve the desired outcome

  • Experience setting clear strategic expectations and milestones for this function, reviewing
    progress, providing feedback and guidance, holding people to account.

  • The ability to continue to perform effectively when delivering under pressure.



    Civil Service pension schemes may be available for successful candidates.

    Things you need to know


    Successful candidates must pass a disclosure and barring security check.

    Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check .

    Nationality statement

    Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules .

    If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

    Selection process details

    Feedback will only be provided if you attend an interview or assessment.

    Nationality requirements

    Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .


    Candidates in their probationary period are eligible to apply for vacancies within this department.

    Working for the Civil Service

    The Civil Service Code 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 .

    The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

  • Industry
    Job Sector
    Media, Digital & Creative
    Job Position
    Product Design
    London, UK Show on map
    Post date
    Closing date

    How would you fit?

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