Senior Content Designer

HM Revenue and Customs

Closing date: 18 Feb 2019

Reference number



£36,750 - £40,930


Senior Executive Officer

Contract type


Business area

HMRC - CDIO - Digital - Digital Delivery Centres

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time


37 Hours

Number of posts



Salford, North West, M3 5BS : Newcastle upon Tyne, North East, NE98 1ZZ

About the job

Job description

HMRC is one of the largest organisations in the UK and we run the biggest digital operation in Government. Our digital business runs the IT behind tax and benefits services for 45 million individual and 4.9 million business customers.

We are making HMRC services and information simpler, clearer and faster for citizens and businesses.

To do that, we need a senior content designer who will produce clear and meaningful content based on user needs, and define the content strategy for portfolios of work.

About the job

As a senior content designer, you’ll collaborate with other designers working on government services, user researchers and business stakeholders to define what will be developed to meet users needs.

You will have extensive experience designing content for digital channels and/or products. As a passionate advocate for clear, jargon-free content, you will be persuasive and collaborative with a wide range of stakeholders.

You’ll be part of our active and supportive design community.

Role and responsibilities

Your role will include:

● providing design leadership and designing digital content for complex projects, programmes and/or portfolios of work
● gaining a deep understanding of user needs and how to meet them
● taking complex information and processes, making them simple to understand and use, and creating clear user journeys
● conveying meaning in as few words as possible
● helping to plan user research and usability testing, observing sessions, and helping to analyse the results
● iterating content based on user feedback and analysis
● building collaborative relationships with stakeholders, including through workshops, collaborative design and pair writing sessions
● applying Government Digital Service design principles, styles and standards
● setting and implementing content strategy for end-to-end user journeys
● establishing fact check, peer review and critique processes within teams
● being a knowledge expert in content design and providing leadership, mentoring and coaching within the design community

Specialist skills and experience required

You need to have:

● extensive experience of writing for the web, with proven ability to create content that is accessible and usable
● proven experience in designing content to meet user needs, making complex language and processes easy to understand
● exceptional skills in convincing people that user needs and a user-centred approach is the right way to present information
● experience of journey mapping and needs analysis, and ability to identify gaps and overlaps in existing content
● good understanding of user research methods and practice
● proven experience in using metrics and user feedback to define/refine content
● experience working within agile teams
● experience leading workshops, collaborative design or pair writing sessions
● experience introducing positive change into working practices, teams or organisations
● leadership and excellent communication skills
● clear ability to collaborate and build useful relationships



Civil Service pension schemes may be available for successful candidates.


● flexible work hours, season ticket loans, great holiday package
● professional development and training programmes and opportunities for continued development
● a rare opportunity to impact millions of people’s lives through your work
● being part of a supportive community - we are a diverse, cross-disciplinary team with varied backgrounds across the private, voluntary and public sectors

Civil Service pension schemes may be available for successful candidates.


If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the departments Daily Travel Assistance guidance.

Things you need to know


Successful candidates must pass basic security checks.

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

As part of the application process you will be asked to provide:
• your CV
• your personal statement, which should illustrate your experience and skills as listed above
• examples of your content design work, shared as links within your personal statement or screenshots of your work uploaded as a PDF document within the additional information section of the application

PLEASE NOTE: Within the sift process, applications are anonymised; please ensure that any work examples shared do not have any personal information that would undermine anonymity.

An initial sift based on technical experience, skills and your supporting statement may be held if a large number of applications are received.

Following the application closing date, you may be invited to a face to face interview. The interview will be conducted by staff from HMRC.

We will ask you to complete a short design-related exercise during the interview. During the interview we will also ask questions that let you demonstrate your experience and technical skills relevant to the role.
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.

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.

Apply and further information

Contact point for applicants

Isabell Hood
tel 03000 591704

James Low
tel 07747 461862

Sift/interview dates and location

Application sift will take place once the advert closes.

Interview dates to be confirmed.

Interviews may not be held in all locations. Depending on your home location, you may have to travel to another location for your interview.

Further information

In November 2015, HMRC announced the next step in our ten-year modernisation programme to create a tax authority fit for the future, committing to high-quality jobs and the creation of new regional centres serving every region and nation in the UK. We set out our plans to consolidate into 13 large, modern offices, equipped with the digital infrastructure and training facilities needed to build a more highly-skilled workforce.

These offices will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. There will also be a small number of specialist sites, where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. In addition, our Welsh language service has people in specialist roles located in Porthmadog, as well as Cardiff.

If you are recruited into an office that is not one of these locations, you will be expected, subject to HMRC’s applicable policies, to move to one of these locations in the future. In some cases, this will be via a transitional site.

If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site.

If you are a current HMRC employee and you joined HMRC through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. This is in line with the terms of your original appointment to HMRC. For more information, please contact the vacancy holder.

Security update

As part of this, successful candidates must pass a disclosure and barring security check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment

Any move to HM Revenue and Customs (HMRC) will mean you will no longer be able to carry on claiming childcare vouchers.

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process.

Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit

If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, Please see the attached document "Pay on Transfer from OGD" for further information.

The pay range minimum is the normal starting salary for those joining HMRC at this grade from outside the Civil Service. The full pay range is shown as an indicator for existing civil servants at this grade, and for those who apply on promotion. For further clarification, Civil servants are requested to read the “Pay on transfer from OGD” document attached. Pay progression is not guaranteed.

A reserve list may be held for a period up to 12 months from which further appointments may be made.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

In order to process applications without delay, we will be sending completed Criminal Disclosure checking forms to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading.

As part of this, successful candidates must pass a disclosure and barring security check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages:

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