|Contract||Permanent Position||Salary||£44,137 plus London Allowance of £3,520|
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.
The Citizens Advice Customer Journey team is leading the transformation of Citizens Advice content and services. We work in multidisciplinary, agile teams to design and deliver products that meet the needs of members of the public and our advisors, including our digital advice, which has over 20 million users a year.
The customer journey team includes product managers, delivery managers, content designers, user researchers, user experience designers, visual designers, service designers, data scientists and strategists. We work closely with colleagues in technology and data.
The lab is a new part of the Customer Journey team. It will innovate and incubate new ways to meet the needs of our users. The lab will take an inventive, responsible and generous approach to its work, building on the expertise and ideas of colleagues across the network. The lab will work openly, with a core team of innovation experts and in collaboration with colleagues from other disciplines.
This role ensures the effective development and delivery of ideation, experimentation and prototyping of ideas for the Citizens Advice of the future. The role is responsible for leading the incubation phase of these propositions, as well as building engagement and ownership for successful scaling.
Candidates will have:
Citizens Advice values diversity, promotes equality and challenges discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from disabled and Black, Asian and Minority Ethnic people, as they are currently under represented in our workforce.
Closing Date: Sunday 24th March
Interview Date: Wednesday 3rd April
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