Head to Head with Myrtle Lloyd, Director General for Customer Services (HMRC)

Our CEO, Jo Causon will be meeting with Myrtle Lloyd, Director General for Customer Services at HM Revenue & Customs, as part of our Head to Head series to discuss leadership and challenges faced.

Myrtle Lloyd is the Director General for Customer Services at HM Revenue & Customs (HMRC) a role she has held since 2021, leading the Customer Services Group and overseeing services for millions of customers across the UK. She is responsible for delivering high-quality customer service and driving improvements in operational performance across one of the largest customer-facing organisations in government.

In April 2025, Myrtle was appointed HMRC’s first Chief Customer Officer, a pioneering role focused on championing the customer perspective across the organisation. Working across policy, service design and operations, she is responsible for improving the overall customer experience and ensuring customer needs remain at the heart of HMRC’s transformation and delivery of government priorities.

Before joining HMRC, Myrtle was Chief Operating Officer at Her Majesty’s Passport Office and Registrar General for England and Wales. She has held a range of senior leadership roles across the Civil Service and, prior to this, spent over a decade in the private sector working across the UK, North America and the Middle East. Myrtle is recognised for her commitment to customer service excellence and her ability to lead transformation and drive improvement in large, complex organisations.