Citizens Advice
£43,212 per year (plus London Allowance of £3,520 if applicable)
Permanent, Full-time
Job description

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.


Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

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.

We are looking for a highly motivated, analytical problem solver to join the Customer Journey team as a Business Analyst. You’ll be working alongside user researchers, digital specialists, subject matter experts and product colleagues across the organisation to deliver transformative change. In this role, you can expect to:

  • Help to shape strategic initiatives about how Citizens Advice can transform the way it supports a network of almost 280 local Citizens Advice across England and Wales.
  • Capture and use data to drive decision-making and continuous improvement across our support functions.
  • Map ‘as-is’ and ‘to-be’ business processes and customer journeys.
  • Design high-quality services for the network based on robust analysis of business requirements and user needs. You’ll be part of a team that adopts a ‘test and learn’ approach, leveraging design thinking and technology to deliver value quickly and iteratively.
  • Drive the development of business cases and other analysis for the programme, ensuring they are underpinned by evidence.
  • Regularly collaborate with staff and volunteers across the national business and the local network.
  • Prepare and facilitate workshops and presentations.
  • Use proven approaches to change, including Agile, to rapidly develop, deliver, and iterate requirements that meet project objectives.
  • Work with the latest technologies in developing a new public website
  • Be exposed to a rich multi-disciplinary team

Our commitment to flexible working extends to where we work. As Covid restrictions ease, Citizens Advice are moving towards a permanent mix of office and home based working which will give much more choice to staff, while still maintaining the best of collaborative working.

The National Citizens Advice Operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.​​​​​​​

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

Citizens Advice seeks to redeploy staff who are at risk or under notice of redundancy where they satisfactorily demonstrate that they meet the requirements of the role at interview.  Candidates who are formally at risk or under notice of redundancy will take priority over other candidates for interview.  If you have been confirmed as at risk or under notice of redundancy please ensure you indicate this in the at-risk box in your application.

Closing date: 12/06/2022

Interview date: w/c 20th June 2022

Please note, in the event of a high number of applications, we reserve the right to close the application early. 

Posted on: 27 May 2022
Closed date: 12 June 2022 at 23:59
Job ref: 001449
Tags: IT, Digital