We’re looking for a Head of User Research and Design

Join the Citizens Advice customer journey leadership team, and lead our research and design work across the service

Citizens Advice are at the frontline of helping people to face the challenges presented by the coronavirus pandemic. Our digital services are seeing record-breaking demand, with 2.2 million visits to our online advice in the first week of the crisis alone — a 50% increase from this time a few weeks ago. Our dedicated staff and volunteers have been moving our face to face services to phone and online channels. We’re recruiting some key roles to the team, one of which is a Head of Research and Design.

Two men standing outside a Citizens Advice office in the 1980s
Citizens Advice 1980s design

What will you do every day?

This is a senior role and the remit is broad. Your time will be split between working across the organisation and within the customer journey team.

Across Citizens Advice, you will

  • sit on the senior leadership team of the organisation
  • represent the organisation and our work externally, mainly in digital and design communities
  • define and communicate our vision for design and user research
  • embed user-centred design across our service
  • help us move to a seamless customer journey, for all services, channels and users
  • develop strong partnerships with research and data colleagues outside customer journey, for example data, analysis and policy research teams

Within the customer journey team, you will

  • be part of the leadership team for customer journey, alongside the director, heads and leads
  • lead and support user researchers and designers working in product teams and programmes
  • work across digital, face to face and phone services, for the public and advisers
  • prioritise making our services inclusive and accessible
  • directly line manage 3 people, with a total team of 30 designers and researchers
Three people in an office, looking at pages of work together
Three people in an office, looking at pages of work together
Team members, talking about design and research

Who will you be working with?

This is a new role in the customer journey leadership team. It reports to me, Director of Customer Journey. It sits alongside head of product (Kylie Havelock), head of delivery (Matt White) and head of lab (Kate Simmons).

Your direct reports will be service design lead (Julian Thompson), user experience design lead (Eleanor Howell) and user research lead (Eva Jirjahlke). The service design team has 10 members, the user experience design team 8 members, and we have 13 user researchers.

We work closely with the data and technology teams and colleagues in operations and the network of local Citizens Advice.

What are we looking for?

Apply if

  • you’re passionate about Tech for Good and want to work in an equity-driven organisation solving complex problems
  • you’ve led teams of user researchers and / or designers to research, prototype, launch and scale products / services, including leading multiple projects at the same time
  • you’ve got experience of leading user research and / or design for high-volume services, complex user journeys and multiple user groups
  • you have led user research and / or design in multidisciplinary, agile teams
  • you know how to build momentum across distributed team
  • you’re able to build excellent relationships with people who may be sceptical of a user-first or agile approach
  • you can do people management and create good working environments for your teams
  • you’re collaborative and want to build on what the teams are already do
  • what we’re doing here at Citizens Advice excites you!

Everyone is welcome at Citizens Advice. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work flexibly, or part-time, we’ll facilitate this — whether to help you meet other commitments or to help you strike a great work-life balance. Several of our leadership team work 4 days a week, and we all work from home regularly. We particularly welcome applications from disabled and Black, Asian and Minority Ethnic candidates. People of all genders and sexualities are welcome too!

Want to talk with me about the role? Wondering whether to apply or not?

I’d love to talk to you about the role and answer your questions. My DMs are open on Twitter, and you can also email me (rebecca.kemp@citizensadvice.org.uk) to find out more.

I’m also holding time for open, informal video calls if you’d like to find out more about the role to help you decide if you want to apply:

  • Monday 27th April, 3–4:30pm
  • Wednesday 29th April, 4–6pm
  • Friday 1st May, 4–5pm

To book a slot, email me with your preferred date and time. If you can’t make any of the above, drop me a note and we’ll figure out a different option.

Take me to the job application

Director of Customer Journey @CitizensAdvice. Non-exec @DemoClub and trustee @nationaluglymug. Occasional trainer. Views my own.

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