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’re looking for two User Researchers to join our vibrant Customer Journey team here at Citizens Advice!
Our team work to understand people’s problems and provide accessible digital support to meet their needs through digital products and services.
You’ll be working to better understand the problems people face, and ensure that the advice we provide meets user needs and helps solve complex problems.
You’ll work with content designers, UX designers and developers to deliver content in agile.
You’ll have access to unrivalled insights, data and internal expertise to help you understand:
- the help people need when dealing with discrimination
- the best formats to meet their needs
- their emotions and state of mind
You’ll need demonstrable experience carrying out a range of research methodologies - this might come from a range of research backgrounds. An understanding of UX and prototyping skills is also useful.
We’re interested in people that have had a breadth of research skills and have either been part of a small team or been quite autonomous as part of a larger team.
You don’t need to be experienced in content - but we are looking for someone who can apply research learnings and methodologies to content and advice products in a fast paced, iterative environment.
Citizens Advice work within an Agile environment with 2 week iterations. This means that user research works with a quick turnaround. 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 collaborative the team work together.
To apply, please submit your CV and cover letter outlining how you meet the essential criteria described in the person specification.
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.
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