Service Design Lead

Citizens Advice
10 May 2019
09 Nov 2019
Contract Type
Full Time
Our Citizens Advice design team is leading the transformation of Citizens Advice content and services. This role will be supporting the Help to Claim programme. We work in multi-skilled and teams to design and deliver products that meet the needs of members of the public and our advisors.

Our team works to design and develop services that truly meet the needs of our service users. You'll be managing a team of service designers to manage every stage of the design process. You'll be working to understand user need, and the overall goals of the design and organisation, help to generate new ideas by running workshops and planning outputs, you'll also be testing ideas and working out the best design based on feedback. This role is vital and is responsible for designing the service which so many people will rely on to get the help and support they need.

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. In 2017-18 we helped 2.6 million people face to face, over the phone, by email and webchat, and people visited our online advice pages 25 million times. We help with everything from money issues to problems at work, housing to consumer rights. Now we want to do even more.

Citizens Advice are working exclusively with our recruitment partners Prospectus on this position. All applications must be made through the Prospectus website where you can download the job pack, submit a CV and complete your supporting statement using the template provided. Any queries should also be directed to Prospectus.

Our roles are open to discussion about flexible working, which may include arrangements such as part-time working, formalised flexitime, fixed (non-standard) working hours, working from home and job-sharing.

Flexible working - while our teams are office based, it's fine to work from home regularly, and we welcome discussions about working part-time.
Ranked by Indeed as a top 10 non-profit employer in the UK (December 2018)

We welcome applications from Local Citizens Advice staff and are open to arranging secondments.

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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