Customer Strategy & Tax Design

Read how Customer Strategy and Tax Design are working to build a trusted, modern tax system which promotes sustainable economic growth.

An introduction from our Director General

Thanks for your interest in Customer Strategy and Tax Design.

We’re passionate about helping individuals and businesses get their tax right. We’re committed to tackling legislation and policies where they don’t pay their fair share. It’s a very exciting time to join our growing community, with access to one of the biggest data platforms in UK government, unrivalled by our private sector counterparts.

Our team are at the forefront of developing new policies and creating valuable legislation, helping HMRC deliver its Customer Strategy.

We’re a supportive team, committed to looking after your development and wellbeing. Our training will help you deliver new skills, expertise and obtain recognised qualifications.

Jonathan - Customer Strategy & Design - Director General

Jonathan Athow. He is wearing a dark suit with a white shirt.

Who we are

Customer Strategy and Tax Design (CS&TD) sits at the heart of HMRC and lead on HMRC’s strategy, policy, guidance, analytical, customer, business architecture and design functions.
In CS&TD, we work to build a trusted and valued, modern tax administration system – one that brings in revenue for public services, making it easy to get it right.

colleagues working at a shared desk space with laptops.

What we do

As well as designing the tax, payments and customs system, we also

  • focus on customer experience to improve the system
  • use professional expertise and analysis so that HMRC can bring in maximum revenue, make payments, and assure the system’s integrity
  • lead delivery of policy changes, and use our expertise to improve design for the future
  • have roles that are interesting and challenging, with opportunities to innovate, collaborate and develop
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Our professions within CS&TD

The Civil Service is grouped into professions, the role you undertake determines which professions you'll belong to, and this could change if you move role. Your profession offers networking opportunities, career routes, training and development programmes - and a real sense of belonging.

Within CS&TD our professions are:

  • Tax

Currently there are approximately 17,500 tax professionals working in HMRC. The tax profession offers you the opportunity to work in roles in business areas across HMRC, at various grades, spanning locations across the UK.

  • Operational Delivery (OD)

OD professionals in the Civil Service are people who serve citizens or businesses, or anybody in a role supporting people doing that, either at home or abroad; the ODP keeps the country running.

  • Policy

Policy Professionals in HMRC work in partnership with teams across the department and with the Treasury to develop new tax policies.

  • Project Delivery

There are many roles in the project delivery profession, all varied and interesting, involving implementing new projects.

  • Finance and Performance, Planning & Risk

Our financial services are vital not only to the everyday running of HMRC but to building the Department’s future as a trusted, modern tax and customs department.



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Our directorates

CS&TD is made up of a number of directorates each leading on the different components that contribute to the work we deliver. Each of our professions are linked to the separate directorates.

See how our directorates form the structure of CS&TD and what they do.

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Read our blogs

Discover what it's like to work within Customer Strategy & Tax Design in our 'Day in the life of' CS&TD blogs.

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A photo of Jim. He has a shaved head and is wearing a dark suit with a pastel coloured shirt.

HMRC are going through an exciting time as we undertake a major transformation to modernise our organisation and deliver even better services for our customers. We are embracing new technology to deliver cutting-edge digital services, to make our jobs easier and to make us feel more connected.

Jim HarraHMRC Chief Executive and Permanent Secretary

Investing in you

We pride ourselves on our learning and development opportunities and the support we can provide as an organisation.
We’re committed to investing in you and your development throughout your time at HMRC

Having a great work life balance is also important to us. Our Flexible Working Hours scheme allows you the flexibility to balance your work and personal life whilst still delivering the requirements of your role.
Find out more about the benefits of working at HMRC here.

Diversity and inclusion

We want everyone to feel valued, supported and comfortable being their true self at work. We are proud to be a diverse and inclusive employer, supporting social mobility by giving opportunities to people no matter their background.
Find out more about our culture and values here.

Applying to work here

Find out everything you need to know about our application process here. From reasonable adjustments and security checks, to interview tips and more.

A great place to work

We’re committed to creating a great place to work for all our colleagues. Our aim is to make a fulfilling career at HMRC accessible to you. 

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Current vacancies

Start your HMRC journey today by looking at the vacancies we have available.

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Working for HMRC

Discover more about what we do, our business areas and life at HMRC.

Life at HMRC

Learn more about Life at HMRC from our employees.

Read our blog

Chat with us 

Ask our employees questions for a deeper insight into what it’s like to work at HMRC.

Find out more or ask us a question