Job reference: 001933
Salary: £62,273 plus London allowance of £3,520 if applicable
Closing date: 09/04/2023
Department: Customer Journey
Location: Blended between office and home (England and Wales)
Employment type: Permanent
Hours Per Week 36.25 hours per week / Open to flexible working
Job posted date: 23/03/2023
Contract Duration: Permanent
We’re looking for experienced and practising senior product managers to lead delivery of digital services at Citizens Advice. You’ll lead multidisciplinary teams delivering a sustainable, user-led approach to the provision of advice. 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.
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
You’ll be working on products that help 40 million people every year, and your work here will make a huge difference to their lives. You’ll be setting the goals, strategy and priorities for a cross-functional product portfolio, and defining the way millions of people get help from us on a daily basis.
We’re an equal opportunity employer and prize diversity as a strength. Everyone is welcome at Citizens Advice. We offer flexible working, and are open to part-time and job sharing too. In fact, several of our leadership team members work four days a week.
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.
What you’ll do every day
You’ll develop a product roadmap, collaborating with a wide range of stakeholders, and balancing user needs alongside organisational priorities. You will help scale our largest products to thousands of users. You’ll be:
- Leading the creation and evolution of the product vision, strategy, and objectives
- Discovering, defining, and validating problems presented by user insight, stakeholder priorities, organisational needs, and technical team members
- Coordinating across complex dependencies to deliver features that improve the overall client experience
- Engaging with teams across the organisation to align plans, understand priorities, and communicate changes with our local offices and clients
- Collaborating with developers, technical architects, and DevOps engineers to make sure our services are sustainable and flexible
- Tracking and monitoring product performance and client outcomes to iterate and improve on features
- Taking a responsible and ethical approach, considering the social impact our services create and minimising potential unintended consequences
- You’re passionate about Tech for Good and want to work in an equity-driven organisation solving complex problems
- You’ve shipped high transactional software products in a large and complex organisation
- You relentlessly pursue building the best possible client experience and use data to track how you’re doing
- You live at the intersection of client, organisational, and technical needs and know how to balance these when setting direction
- You’re comfortable with leading a multidisciplinary team that deals with ambiguity every day, and taking decisions in uncertainty
- You’re have lots of energy for sharing your knowledge and have mentored and coached other product people
- You embrace the value that comes from working in the open and sharing with other organisations
- You enjoy working with non-technical stakeholders and learning from their expertise
- You want to be part of a growing product community, at the centre of organisational transformation
- What we’re doing here at Citizens Advice excites you!
Please provide details in your cover letter to evidence the following essential criteria:
- Successful track record of leading multidisciplinary teams to deliver digital products using agile methodology in a large and complex organisation
- Significant experience in understanding and balancing client, organisational, and technical needs and knowing how to balance these when setting product strategy and direction
- Significant experience of researching, prototyping, launching and scaling products and platforms from inception to live
- Ability to embody a product-mindset and be intensely user-focused, using qualitative and quantitative data to track progress against client outcomes
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 our all 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, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that is the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.
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.