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

We’re looking for a service designer to design, prototype, test and embed improved end-to-end services that support the network of 280 local Citizens Advice in England and Wales. You will play a key part in delivering our design-led approach to developing support services that are user-centred, meet organisational objectives, and align with Citizens Advice’s strategic ambitions.

You will

• be an experienced service designer, with a background in delivering transformational digital services
  OR
  be an experienced UX designer, with an interest in delivering strategic projects as part of organisational transformation
• have experience of rapid prototyping as part of developing new services, or radically transforming existing services
• be a design practitioner with an understanding of other disciplines such as user research, UX, content design, and visual design
• work as part of a multidisciplinary team, with the business to solve complex problems that meet our strategic objectives
• work on solving complex or undefined problems, within a team to conceptualise, design, prototype, and deliver services
• use agile approaches such as Lean UX, design sprints or ‘lean startup’ to rapidly build, test, learn and iterate in both a digital and non-digital context
• understand the need to work within constraints (such as time, budget, capability, and technology) and adapt accordingly
• regularly work with staff and volunteers across the national business and the wider network
• facilitate workshops and presentations with all levels of the business, including senior leaders and the Executive Team
• engage staff and users in order to build trust and buy-in to design-oriented approaches, many of which will feel different and new to people across the organisation
• be curious and keen to develop professionally, both within design and beyond your field.

Building better services requires us to transform the way we work. Our approach to transformation draws upon design concepts that are familiar at the product and service level - such as user research, rapid prototyping, build-test-learn, and agile multi-disciplinary delivery teams - and extends them to strategic organisation design and transformation.

You will work as part of the programme team, alongside user researchers and business analysts, on design problems that cut across the wider programme, as well as being embedded in focussed workstreams. You will play a central role in creating, testing, iterating and delivering the multichannel services for our delivery network that will form our future support offer.

More detail on the role is available in the Job Pack, available on our website.

Working at Citizens Advice

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.

Last year, Citizens Advice helped 2.6 million people face-to-face, by phone, email and webchat, and we received 25 million visits to our digital advice content. We solve 7 in 10 clients' problems, and 4 in 5 tell us that advice improved their lives.

At national Citizens Advice, we provide advice direct to clients through our digital content, and we support a network of 280 local Citizens Advice across England and Wales - each an independent charity. Our services are provided by 23,000 trained volunteers and 7,000 paid staff.

Our advice changes lives, and it generates significant social value. In 2017/18, our advice saved the public purse £435 million, generated £2.7 billion in financial outcomes for clients, and £2.6 billion in wider economic and social benefits such as wellbeing, participation and productivity. You can read more about our impact here.

We are looking for people to help us improve and transform our organisation. We can offer you the opportunity to make a genuine impact and create lasting change within an organisation that makes a difference in the lives of millions of people every year.

Overview

Our support to the network of local Citizens Advice covers a wide range of functions and includes operational and governance support, advice content, IT infrastructure, client management systems, quality assurance, and training. This area of our business has an annual budget of over £10 million and more than 160 FTE across multiple teams.

You’ll be a part of a high profile, strategically important programme of change; working in a multi-disciplinary, cross functional team, delivering the design of services across multiple workstreams.

The programme team is responsible for working with the business to transform the way we support the local Citizens Advice network. The team requires skills in strategy development, business analysis, service design, user research, process transformation and agile delivery.

Closing date: 11.59pm Sunday 8th Sept

Interviews: First round interviews are expected to be held 17-20th September  2019.

Second round interviews are expected to be held the week commencing 23rd Sept.

Candidates successful for first round interviews will be asked to complete a short task that will be provided in advance, and present this at interview.

Important: Candidates must submit a CV of no more than 2 pages, and a 1 page cover letter that tells us:

1. Why you are a good fit for this role at Citizens Advice, and
2. How your design expertise can help us to deliver effective multichannel services.

To apply, please visit our website.

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.