Citizens Advice
England, United Kingdom
Wales, United Kingdom
£57,881 + London allowance (if applicable) £3,520
Permanent, Full-time
Job description

Location: Flexible within England & Wales

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 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’re looking for someone with lots of service design experience to lead the practice of Service Design and its community of practice at Citizens Advice. The role sits within our Customer Journey team, which is at the heart of the organisation’s ambition to deliver our vision for 2022.

In Customer Journey we often design digital services and products, but we’re not limited to digital. Our Service Designers work on discoveries, prototypes and continuous improvements that span the breadth of our services. We believe Service Design is about understanding, translating and joining up user and organisational needs into the end-to-end design of valuable services - no matter the channel.

In this role, you’ll lead a multi-level team of service designers working in multifunctional teams across a variety of services and products, in partnership with development and service delivery teams across Citizens Advice: you will create the right conditions for Service Designers to work effectively, set the strategic direction of their practice, assure the quality of our work, and ensure we always design with all users in mind. You’ll work in close collaboration with user researchers, product and content designers, and teams across Citizens Advice.

Posted on: 14 April 2021
Closed date: 03 May 2021
Job ref: 000981
Tags: IT, Digital