Head of Customer and Strategy Performance and Planning

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.

Please see attached job description and candidate pack.

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.

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

Benefits

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 (opens in a new window).

#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

You can find more information on our rewards package on our website.

Things you need to know

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), 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 ways of working.

We expect interviews to take place during the week commencing 19th October 2026.

Candidates may refer to notes within their interview, but they should be used as a prompt only.

HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people.

If you require the panel to consider a reasonable adjustment or there is anything else you would like the panel to take into consideration, you are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

Visa Sponsorship

Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa.

You must ensure you have the appropriate right to work in the UK before applying.

You can find more information on how we use your personal data on our website

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

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Colette Wrigglesworth
• Email : Colette.Wrigglesworth@landregistry.gov.uk

Recruitment team

• Email : hrresourcingteam2@landregistry.gov.uk

Further information

If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email hrresourcingteam2@landregistry.gov.uk in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/

Attachments

Head of Customer and Strategy Performance and Planning Job Description Opens in new window (pdf, 217kB)Candidate Pack 2026 Opens in new window (pdf, 1699kB)