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User Research Lead

Posted: 13 Jan 2020 Closes: 2 Feb 2020
London £60,546 (including London Allowance) Employment
Permanent & Full-time citizens-advice/20200113184134

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 empathetic user researcher to lead our community at Citizens Advice. You’ll manage a multi-level team of user researchers working across the organisation, collectively delivering a sustainable, user-led approach to 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 defining and assuring good user research practice whilst influencing, leading and mentoring others. You’ll be responsible for ensuring the right conditions and environment for user researchers to work effectively. You’ll help teams to understand the diversity of clients of our services, so we design and deliver accessible services that work for everyone.

Everyone is welcome at Citizens Advice. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work flexibly, or part-time, we’ll facilitate this — whether to help you meet other commitments or to help you strike a great work-life balance. Several of our leadership team work 4 days a week, and we all work from home regularly.

These blogposts give a good idea of some of the research initiatives that are happening at Citizens Advice. 

What you’ll do every day

You’ll provide leadership and coaching to the user research team, ensuring the team work collaboratively and consistently across all service areas. You will help us meet our mission by applying the skills of the team towards the design, operation, and improvement of user-centred services.

You’ll be excited by the challenge of designing services that work across multiple channels, devices, browsers, and platforms. You and your team will ensure we’re building meaningful, accessible, inclusive, and secure services in the open. You’ll be:

We’re quick to adopt better tools and processes, so you’ll be more than welcome to contribute all the good practices you’ve used before.

Apply if

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.

what we’re doing here at Citizens Advice excites you!

you’re passionate about user research and want to work in an equity-driven organisation solving complex problems for vulnerable groups

you know how to include all kinds of users in research activities, and champion inclusive practices that help teams design and deliver accessible services that work for everyone

you appreciate robust research, but can also consider practical constraints and organisational goals – you understand what 'just enough research' means.

you embrace working in the open and enjoy sharing with other organisations, and you have the humility, adaptability and courage to try new things 

you have strong communication and presentation skills, and are fluent in explaining complex research and implications to specialist and non-specialist audiences alike

you’re comfortable supporting inexperienced teams to adopt user centred practices and embed them into their workflow; and you can engage sceptical colleagues and stakeholders

you’ve got lots of hands on experience of qualitative and quantitative research methods, and you’ve collaborated with multidisciplinary teams to apply them to the design and improvement of new and existing services

you’re passionate about growing and hiring new leaders, developing user researcher’s skills and careers, and inspiring and motivating people to do their best work

working closely with our data science and analytics teams to make sure our qualitative insights are enhanced by robust quantitative analysis whenever possible

communicating research strategy and findings to stakeholders to inform business decisions, in-line with our organisation’s Future of Advice strategy

representing us publicly in the ways that feel natural to you: writing, speaking, or running events in order to share what we do

finding, recruiting and onboarding brilliant new user researchers at assistant, mid, and senior levels, including people from non-design backgrounds

defining and monitoring the overall quality, performance, and development standards for user research in the organisation, and ensuring a responsible and ethical approach

guiding and mentoring your team in their work and career progression, helping them to set clear development goals, define their career paths, identify training needs, and do their best work

collaborating with your leadership peers within digital, design, data, operations, programme management, and business development to make sure our services are meeting desired outcomes for users

leading a community of 13 user researchers embedded in multidisciplinary product and programme teams, working across all the touchpoints that make up our service

Citizens Advice

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