Department: Customer Journey
Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.
We’re looking for an experienced and empathetic service designer to lead our community at Citizens Advice. You’ll manage a multi-level team of service designers working across the organisation, collectively delivering a sustainable, user-led approach to advice. The team are at the heart of the organisation’s ambition to deliver our vision for 2022.
We’re growing fast, and today, we have 7 multidisciplinary product teams in our London office, split across four areas: public advice, adviser-facing services, platforms, and funded programmes.
You’ll be defining and assuring good Service Design practice whilst influencing, leading and mentoring others. You’ll be responsible for ensuring the right conditions and environment for service designers to work effectively. Your work will help us scale the application of design thinking to service operations, ensuring a high bar of quality and a focus on solving problems.
Everyone is welcome at Citizens Advice. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work flexibly, or part-time, we’ll facilitate this – whether to help you meet other commitments or to help you strike a great work-life balance. Several of our leadership team work 4 days a week, and we all work from home regularly.
What you’ll do every day
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates.
We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.