Product Lead: Public Advice
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 an experienced and practicing senior product person to lead our Public Advice service at Citizens Advice. You’ll lead a multidisciplinary team working on our public website, delivering a sustainable, user-led approach to the provision of advice. The team are at the heart of the organisation’s ambition to deliver our vision for 2022.
We’re growing fast, and today, we have 7 multidisciplinary product teams in our London office, split across four areas: public advice, adviser-facing services, platforms, and funded programmes.
You’ll be working on a product that helps 25 million people every year, and your work here will make a huge difference to their lives. You’ll be setting the goals, strategy and priorities within our cross-functional public advice team, and defining the way millions of people get help from us on a daily basis.
We’re an equal opportunity employer and prize diversity as a strength. Everyone is welcome at Citizens Advice. We offer flexible working, and are open to part-time and job sharing too. In fact, several of our leadership team members work four days a week.
What you’ll do every day
You’ll develop our product roadmap, collaborating with a wide range of stakeholders, and balancing user needs alongside organisational priorities. You will help scale our largest product to millions of clients.
Most of the advice we provide currently is in the form of flat content on our public website, but we’re re-platforming our underlying technology to be able to explore other mediums such as voice, video, and self service tools. This is a unique opportunity to experiment and innovate with new ways of meeting client needs. You’ll be:
- Leading the creation and evolution of the product vision, strategy, and objectives
- Discovering, defining, and validating problems presented by user insight, stakeholder priorities, organisational needs, and technical team members
- Coordinating across complex dependencies to deliver features that improve the overall client experience
- Engaging with teams across the organisation to align plans, understand priorities, and communicate changes with our local offices and clients
- Collaborating with developers, technical architects, and DevOps engineers to make sure our services are sustainable and flexible
- Tracking and monitoring product performance and client outcomes to iterate and improve on features
- Taking a responsible and ethical approach, considering the social impact our services create and minimising potential unintended consequences
- You’re passionate about Tech for Good and want to work in an equity-driven organisation solving complex problems
- You’ve shipped high transactional software products in a large and complex organisation
- You relentlessly pursue building the best possible client experience and use data to track how you’re doing
- You live at the intersection of client, organisational, and technical needs and know how to balance these when setting direction
- You’re comfortable with leading a multidisciplinary team that deals with ambiguity every day, and taking decisions in uncertainty
- You’re have lots of energy for sharing your knowledge and have mentored and coached other product people
- You embrace the value that comes from working in the open and sharing with other organisations
- You enjoy working with non-technical stakeholders and learning from their expertise
- You want to be part of a growing product community, at the centre of organisational transformation
- What we’re doing here at Citizens Advice excites you!
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.