Department: Customer Journey
Interview date: week commencing 24/05
Contract Duration: 18 months
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 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.
You will be part of a high-profile, business critical, priority team transforming the platforms used by Citizens Advice volunteers to deliver remote advice to the public. This will involve replacing existing telephony and webchat platforms and introducing video chat capabilities to the network. Our phone service alone receives millions of calls from the public every year and is staffed by thousands of volunteers. The team is multi-disciplinary and involves staff from across the organisation. You will be working particularly closely with product managers, delivery managers, user researchers, user experience designers, service designers, data scientists and strategists. We work closely with colleagues in technology and data and operations.
You will provide business change management support to this transformation effort, which is expected to take up to 2.5 years and will involve discovering requirements, testing and procuring solutions and rolling out new technologies to thousands of volunteers across England and Wales. You will be responsible for ensuring that this significant body of change is delivered successfully. As well as bringing extensive change management experience, including knowledge of current methodologies and tools and their practical application, we are looking for someone with experience of working in a multidisciplinary team delivering high transactional digital products and platforms using agile methodology. You'll also have experience discovering training requirements and supporting the delivery of training programmes that meets those requirements. To be successful, you’ll need strong analytical and judgement skills and be adept at building effective working relationships with a wide range of stakeholders at all levels.