Head of Citizens Advice Lab

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.

This role will establish and lead the lab. 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 is a senior leadership role within the Customer Journey team, working alongside the Head of Product and the Head of Delivery. The postholder will collaboratively lead on the remit, direction, ways of working and stakeholder relationships for the team.

Candidates will:

  • Have experience of heading teams to research, prototype, launch and scale innovative propositions, including leading multiple projects at the same time
  • Have experience of leading service design / delivery for high-volume services, complex user journeys and multiple user groups
  • Have experience of leading multidisciplinary, agile teams, including technologists and including budget management
  • Be a strong influencer, with the ability to persuade and negotiate with stakeholders of all levels