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.

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.

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 startegies in a complex environment using a range of qualitative and quantitative methodologies.

You’ll work with product managers, product designers and developers in an agile environment. You’ll have access to the latest equipment needed to do your best work; including MacBooks, Google Suite, and software for remote and in-person research.

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. 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.

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

1. Beyond the job pack: 4 staff describe what it’s like to work at Citizens Advice, by Gemma Byrne
2. How we’re making our services more effective, user centred and easier to use by Rebecca Kemp, Director of Customer Journey
3. If you push beyond digital, what happens next? by James Plunkett, Executive Director of Advice & Advocacy
4. A beginner’s guide to speech to text software by Jamie Gibson, User Researcher