Citizens Advice
England, United Kingdom
Wales, United Kingdom
£45,945 (plus London allowance if applicable)
Permanent, Full-time
Job description

Flexible within England & Wales

Department: Customer Journey

Interview date: 13 December 2021

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.

At this time of national crisis, your skills are needed more than ever. Citizens Advice are looking for a senior user researcher to join our mission and help the most vulnerable.

In these unprecedented times, Citizens Advice are at the frontline of helping people to face the challenges presented by the coronavirus pandemic. Our digital services are seeing record-breaking demand, with 2.2 million people seeking advice from our website. Our teams are working hard to provide the best advice for people in difficult situations. We’re responding rapidly to people’s changing needs, and helping those who need us most.

Citizens Advice is focused on delivering better services using the best technology and design, all informed by people’s needs. Our team’s mission is to understand people’s problems and provide accessible support to meet their needs through multi-channel products and services.

We’re looking for an experienced Senior User Researcher to lead our user research strategy and activities across our advice content. You’ll spend your time working with our project teams to deliver new advice content for the public and our advisers, as well as championing user centred design.

You will be passionate about helping organisations to understand and design for user needs, and working with content designers, content strategists and subject matter experts to use research insights and ensure user needs are met. 

As a senior user researcher at Citizens Advice, you’ll be passionate about using data and research to help your team design products and services that work across multiple channels, devices, browsers and platforms. You’ll be an active member of the user research team, contributing to high-quality research, managing and mentoring more junior researchers, sharing your skills and learning from others.

You’re comfortable leading user research strategies in a complex environment using a range of qualitative and quantitative methodologies.

We're looking for someone passionate about using research to understand complex problems and ensure we design services that meet the needs of the most vulnerable. Our products will impact people’s everyday lives. It’s an exciting thing to be part of. We need you.

To apply, please submit your CV and cover letter outlining how you meet the essential criteria described in the person specification. If you have a portfolio or examples of work, please include links to them as well. 

Here are four ways you can find out more about us and our work:

  • Beyond the job pack: 4 staff describe what it’s like to work at Citizens Advice, by Gemma Byrne
  • How we’re making our services more effective, user centred and easier to use by Rebecca Kemp, Director of Customer Journey
  • What we’ve learned about the detail our advisers need, by Richard Williams, Senior User Researcher 
  • A beginner’s guide to speech to text software by Jamie Gibson, Senior User Researcher

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

This vacancy closes at 23.59 on the closing date 

Posted on: 22 November 2021
Closed date: 01 December 2021
Tags: IT, Digital