Director of Product & Platforms

Blended between office and home (England and Wales)

Job reference: 001734

Location: Blended between office and home (England and Wales)

Closing date: 29/11/2022

Job posted date: 15/11/2022

Salary: £89,650 plus London allowance of £3,520 if applicable

Employment type: Permanent

Department: Customer Journey

Hours per week: 36.25 / flexible working options

Contract Duration: Permanent

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 hiring a Director of Products and Platforms, a vital role overseeing the software products that underpin the organisation’s provision of advice to the public.

This role leads our product strategy and line manages our product community, as well as having strategic oversight of the product estate. The role sits on our leadership team, helping to run one of the UK’s most important charities as part of a close-knit and collaborative digital, technology, and data community and working closely with colleagues in operations and business development.

The role will help us better meet the needs of the public and of our advisers at a time of unprecedented demand for the Citizens Advice service. The role oversees a complex portfolio of work, including in-flight migrations of our content platform and telephony platform as well as maintenance and innovation and improvement work on our case management system and data platform. The role will report to the Executive Director responsible for digital technology and policy and will sit as part of a wider Product, Technology, and Data function.

Citizens Advice is needed more than ever as demand for advice rises on the back of a cost of living crisis, itself coming on the back of repeated crises that have left households across Britain with little resilience. Meanwhile, our service faces the challenge of having shifted to giving support remotely, making it all the more important that our service is underpinned by best-in-class technology.

The ideal candidate will be dedicated to internet-era ways of working: starting with user needs, working with agility and focusing on outcomes, and working in the open. They will be driven by a stubborn and restless commitment to diversity and inclusion, as evidenced in the way they recruit and build teams through to the approach they take to building accessible digital services.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue – a principle that underpins all our EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector – people of colour, LGBTQ+ people and disabled people. If you are disabled and meet our minimum criteria you will be guaranteed an interview for this role and we will provide reasonable adjustments as needed. We follow the social model of disability.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, such as working parents or people returning to work after raising children. We’re usually flexible on location too, however some roles may require you to be based in a certain location, many of our colleagues spend most of their time working remotely.

The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Our commitment to colleague wellbeing is reflected in us being awarded Gold in the Health & Wellbeing category, as well as Overall Winners, at the Employee Experience Awards 2022.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

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

This vacancy closes at 23.59 on the closing date.

Tagged as: Remote