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Product Lead - Remote Advice Platforms

Posted: 9 Nov 2020 Closes: 22 Nov 2020
Flexible within England & Wales 63,851 plus London weighting (if applicable) of 3,520
Permanent & Full-time citizens-advice/20201109140405

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 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.


You will lead a high-profile, business critical, priority team transforming the platforms used by Citizens Advice volunteers to deliver remote advice to the public. This will involve replacing existing telephony and webchat platforms and introducing video chat capabilities to the network. Our phone service alone receives over 4.6 million calls from the public every year and is staffed by thousands of volunteers.

You will be responsible for overall delivery of this transformation effort, which is expected to take up to 2.5 years and will involve discovering requirements, testing and procuring solutions and rolling out new technologies to thousands of volunteers across England and Wales. You will be responsible for ensuring that work is coordinated across a range of teams and departments, with internal and external stakeholders. You will also line manage junior product roles, including one responsible for maintaining our legacy remote advice platforms.
 

The national Citizens Advice operates from offices in England and Wales, with 5 regional offices based in Cardiff, London, Birmingham, Leeds, and Liverpool, therefore all successful applicants must be based within England or Wales.

Please note, in the event of a high number of applications we reserve the right to close the application early. 

Citizens Advice

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