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Director General, Service Excellence

The Department for Work and Pensions (DWP) provides services and support to around 20 million people and is responsible for over 730 million benefit payments each year totalling nearly £180bn. Our work is hugely important. We make a difference to the lives and futures of millions of people each year, by providing the support they need when they need it the most. We are transforming the way we deliver our services to create a welfare system which is fair, high quality, easy to use and efficient. To achieve this, we are embarking on a once in a generation programme of welfare reform, Universal Credit, which will replace Housing Benefit, Child Tax Credit, Income Support, Working Tax Credit, Income-based Jobseeker’s Allowance, Income-related Employment and Support Allowance with a single monthly payment for people in or out of work. As Director General, Service Excellence, you will play a critical role in our ambitious agenda.


• Responsible for the development and ownership of DWP’s Service Excellence Strategy ensuring a focus on end-to-end service delivery across the Department whilst also providing oversight on efficiency, effectiveness and continuous improvement working collaboratively with all other Director General areas.
• Provide leadership to around 20,000 colleagues in the delivery of Child Maintenance, Retirement Provision and Fraud, Error and Debt Services.
• With Executive Team colleagues, provide leadership of the whole Department as we deliver unprecedented change to the welfare system and to the products and services it delivers.


• Significant experience gained at a senior level in a large-multi-divisional, multi-site private or public sector organisation.
• A track record of delivering large-scale complex business transformation programmes and their outcomes for customers, employees and organisation(s) as a whole.
• Innovation, imagination and the ability to bring together policy, programmes and digital developments to drive improvements to the efficiency and quality of service delivery.

For full details on the role, please visit

Closing date: 23.59, Thursday 10th January 2019