HM Land Registry
Head of Customer and Strategy Performance and Planning
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Job Locations
Birkenhead, North West England, CH41 6DU
Croydon, London (region), CR0 2AQ
Coventry, West Midlands (England), CV1 3BH
Durham, North East England, DH1 5TR
Weymouth, South West England, DT4 9TT
Gloucester, South West England, GL1 1DQ
Kingston upon Hull, Yorkshire and the Humber, HU2 8JN
Leicester, East Midlands (England), LE3 5DR
Nottingham, East Midlands (England), NG1 7AU
Peterborough, East of England, PE1 1QF
Plymouth, South West England, PL6 5WS
Warton, North West England, PR4 1TE
Swansea, Wales, SA7 9FQ
Telford, West Midlands (England), TF3 4LR
Job Summary
HM Land Registry (HMLR) is delivering an ambitious organisational transformation to achieve the strategic priorities set out in our Strategy 2025+, and Customer & Strategy Group is at the heart of this. Customer & Strategy Group exists to present the voice of the customer and set direction for HMLR by combining customer insight, stakeholder understanding and design expertise, and turning it into services people can use and trust. As Head of Customer & Strategy Performance and Planning, you will help turn ambition into delivery by leading business and financial planning, performance reporting and risk management across the Group.
If you are a strategic thinker who enjoys bringing clarity, momentum and challenge to complex priorities, this role offers the opportunity to make a visible difference. You will support senior leaders across Customer & Strategy to deliver Strategy 25+ and our ambitious business plan, while playing a key role in shaping the Group’s plan for the next three years and beyond. You will also help influence leadership culture, strengthen how we plan and perform, and support positive change across Customer & Strategy and HMLR.
Job Description
- Lead the coordination and delivery of business planning across the Customer and Strategy Directorate, ensuring plans, priorities and performance measures are aligned and effectively managed.
- Provide high-quality performance reporting and insight to senior leaders, supporting effective decision-making and delivery of strategic objectives.
- Oversee financial planning and forecasting activities, working closely with finance partners to ensure risks, pressures and opportunities are understood and managed.
- Drive effective risk management and business continuity arrangements, ensuring risks are identified, mitigated and monitored in line with corporate requirements.
- Build strong relationships across HMLR to gather intelligence, coordinate activity and support delivery of Strategy 25+ priorities.
- Lead the preparation of high-quality reports, briefings and presentations for senior governance forums, including Executive Committee and Land Registration Board.
- Manage and develop a small team, creating an inclusive environment that supports high performance and continuous improvement
Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable. This will not be tested in the application or interview process.
The role requires monthly travel with possible overnight stays to other HMLR offices.
HMLR expect everyone to spend at least 60% of their working time in the office.
Person Specification
We are looking for an experienced and highly credible leader who is comfortable working at the heart of a senior leadership team in a fast-paced and evolving environment. You will be a strategic thinker with strong planning and organisational skills, able to bring clarity to complex issues, provide constructive challenge, and influence senior stakeholders to achieve shared goals. You will be equally confident analysing performance, financial and risk information as you are building relationships, leading teams and communicating with impact. Most importantly, you will be motivated by the opportunity to shape the future direction of Customer & Strategy Group, support delivery of Strategy 25+, and help create the conditions for successful change across HM Land Registry. Excellent stakeholder engagement, influencing skills and proficiency in Microsoft 365 and SharePoint are essential. Confidence in using Copilot and/or other accepted AI agents to support efficiency and delivery is also desirable.
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If you have any questions about this role, Colette Wrigglesworth will be the Recruiting Manager. Colette will be on annual leave till the 6th October, please email any queries to her on - Colette.Wrigglesworth@landregistry.gov.uk, and Colette will come back to you as soon as possible after this date. If you have any question about the application form or working for HM Land Registry, please contact the Resourcing team on hrresourcingteam2@landregistry.gov.uk.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Working Together
- Delivering at Pace
- Leadership
- Seeing the Big Picture
Technical Skills
We'll assess you against these technical skills during the selection process:
- Business or Project Management qualification or extensive experience of supporting senior leaders in business/project management and delivery
Alongside your salary of £64,059, HM Land Registry contributes £18,557 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
#WeAreHMLR
At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.
We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.
We have integrity – we value honesty, trust and doing the right thing in the right way. We drive innovation – we are forward-thinking, embrace change and are continually improving our processes. We are professional – we value and grow our knowledge and professional expertise. We give assurance – we guarantee our services and provide confidence to the property market.
The HMLR Way – Our Shared Commitment
What You Can Expect From HMLR:
- Inclusive & Empowering: A positive, healthy environment where everyone feels valued and empowered to contribute
- High Performance: Access to tools, resources, and development opportunities within a supportive culture
- Value & Recognition: We value team and individual improvement, learning from setbacks as much as celebrating success
- Clarity & Transparency: Clear communication of our vision and priorities, so our direction and decisions are evident
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Artificial Intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
Selection Process Details
This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills.
How To Apply
Please complete your CV to include your work history and qualifications. We will be scoring your CV against the following essential technical and experience:
- Business or Project Management qualification or extensive experience of supporting senior leaders in business/project management and delivery
- Experience of working within a fast-paced complex delivery environment (or similar) with senior leaders
- Proficiency in M365 and SharePoint and experience in using Copilot and/or other AI agents to support efficiency and delivery
Please also complete the below technical section (in no more than 250 words), please demonstrate:
- Business or Project Management qualification or extensive experience of supporting senior leaders in business/project management and delivery
Complete the Personal Statement section (in no more than 750 words), please demonstrate:
- Experience of providing robust challenge and advice to senior managers
- The ability to plan, organise and work well under pressure – managing conflicting demands effectively
- Experience of leading or coordinating Business planning at Group/senior level
- Excellent organisational skills, with proven ability to plan and coordinate delivery of competing tasks.
- Track record of successfully engaging with and influencing senior stakeholders to achieve shared goals
Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application.
Ensure your application form is received by the closing date for receipt of applications –this is 23:55 on the advertised date.
Sift
The sift will take place shortly after the closing date.
In Case Of a High Volume Of Applications, We Will Complete a Pre-sift On Your CV. Then We Will Complete a Second Pre-sift On The Technical Question:
- Project Management qualification or extensive experience of supporting senior leaders in project management
Interview
If successful at shortlisting stage, you will be invited to attend a virtual, blended interview and deliver a pre-prepared presentation. The blended interview will test the essential experience and behaviours listed in the Job Description, as well as the strengths associated with the role, details will be provided on invitation to interview.
We want to hear your first, unrehearsed, natural response to strength questions, and so we don’t advertise which strengths are being tested. The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred
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