Department: Future of Support
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.
The role you’re applying for is in the Future of Support programme; looking at how we reimagine and improve the services we provide to our network of local offices, making sure that they are fit for purpose and meet user and business needs. You will be part of a multidisciplinary team, taking a design led approach to agile transformation.
You will be passionate about helping organisations to understand and design for user needs, and working with content designers, UX designers and developers to use research insights and ensure user needs are met.
You’ll be comfortable designing research activities working with a range of methodologies, and supporting others to do the same. You’ll be motivated to collaborate, and expert in facilitation and leading groups to unearth insights and test hypotheses.
You’ll lead user researchers, and be an advocate for user research and user experience design across the organisation. You’ll be confident working with a range of stakeholders, and able to be credible and influential with senior colleagues. You will be able to bring both analytical rigour and creative stretch, and help teams to apply these insights in design and delivery.
Research projects won’t take months within Citizens Advice so candidates need to have an appreciation of agile and how it affects how user research is undertaken and how collaboratively the team work together.
Please see the job pack for a full role profile.
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.