And why that’s a huge part of getting it done — We have had a shift-change in recent months in our customer journey team. …

An update from the last 3 months in the customer journey team — It’s been 3 months since we last updated you on work in the customer journey team. We’re focused on how we can make the experience of using Citizens Advice as seamless, user-centred and effective as possible. …

From mobile horseboxes to Snapchat — how we’re innovating to meet people’s changing needs — We’re Citizens Advice. We give people the knowledge and confidence they need to find their way forward — whoever they are, and whatever their problem. Citizens Advice was founded the day after World War II, to help people with problems ranging from evacuation to rations. Fast forward 80 years and…

And what we’ve learned along the way — Our team is focused on how we can we make the experience of using Citizens Advice as seamless, user-centred and effective as possible. We’re a multidisciplinary team of digital, design, and research specialists, delivering a sustainable, user-led approach to services like our public advice, which helps 25 million people every…

We’re looking for new people to join our customer journey, technology and data teams. People with these skills have lots of opportunities for places to work. This post explains a bit more about what I’ve found special about working at Citizens Advice, to help you decide if you want to join us. — We work on valuable, hard problems We can all face problems that seem complicated or intimidating. At Citizens Advice we believe no one should have to face these problems without good quality, independent advice.

4 things we’re doing to make sure we’re working in a responsible way — At Citizens Advice we’re working hard to make sure our services help as many people find their way forward as possible. As part of this, we’re looking at how we can we make the experience of using Citizens Advice as seamless, easy and effective as possible. Looking at just that…

It could be one way to stop loyal customers being charged more — but it needs to work for everyone — We recently made a super-complaint to the Competition and Markets Authority (CMA) as we found that companies were charging loyal customers over £4 billion more for the same services. We want the CMA to find solutions that tackle the loyalty penalty. …

It could be one way to stop loyal customers being charged more — but it needs to work for everyone We recently made a super-complaint to the Competition and Markets Authority (CMA) as we found that companies were charging loyal customers over £4bn more for the same services. We want…

Ade Adewunmi and I recently ran a leadership workshop at the Service Design in Government conference. We had a great time doing it. We met an engaged bunch of people, had some really good conversations and got good feedback, so we’re turning it into a training course. Ade explains more…