Job reference: 001819
Location: Blended between office and home (England and Wales)
Closing date: 05/02/2023
Job posted date: 20/01/2023
Salary: £78,900 per annum plus £3,520 London allowance if applicable
Employment type: Permanent
Department: Customer Journey
Hours Per Week:: 36.25 hours per week / Open to flexible working
Contract Duration: Permanent
We’re hiring a Head of Product, a vital role overseeing the software products that underpin the organisation’s provision of advice to, and advocacy for, the public. Citizens Advice is here to help people find a way forward. We use modern technologies and apply the mindsets of the internet-era, to maximise our reach and make our services as accessible and inclusive as possible.
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.
This role leads and develops a high-performing Product function at Citizens Advice. This includes responsibility for developing new products and platforms; and supporting the existing 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 design, technology, and data community and working closely with colleagues in operations and business development. This role reports directly to the Director of Product & Platforms.
Our Product team has a critical role to play in change and transformation, to enable the ongoing modernisation of Citizens Advice services in the internet-era. We have an ambitious product strategy that supports the organisation’s overall mission. Within this strategy we are focusing on 4 areas:
Building outcomes measurement capability
Enable a seamless client journey
Tailored, tactical advice services online, without needing an adviser
Remote advice delivery through phone, chat, video and email platforms
The ideal candidate will be an experienced product leader who is passionate about improving public services, and adept at achieving and influencing change across a complex organisation in a pragmatic way. They will be dedicated to internet-era ways of working: embracing the opportunities offered by technology, working with agility, and focusing on outcomes. They will be driven by a 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.
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.
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. 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.