Annual Conference Speaker

Angela MacDonald CBE, Director General Customer Services, HMRC

Angela joined the Civil Service in 2009 into the Child Maintenance and Enforcement Commission to lead the design of the new services being offered through Child Support Reforms.

​In September 2013 she became the Operational Excellence Director in DWP and, at the beginning of 2017, joined HMRC to lead the creation of a new Operational Excellence team in Customer Services Group, being made Director General of Customer Services in August 2017. 

​Prior to the Civil Service Angela worked in Financial Services in Operations, Sales and Marketing roles. 

​She describes herself as a proud Yorkshire lass who has never strayed very far from a Yorkshire postcode. She lives in York with her husband and has a son and step-daughter in their twenties. When she’s not championing the customer, Angela dons the Lycra and gets out on her bike for long distance cycling; she is Wellbeing Champion for HMRC and does her bit wherever she can.


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