Senior Service Designer

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.

We’re looking for a Senior Service Designer to join our Service Design team here at Citizens Advice, and help us design services that meet the needs of millions of people across the country.

In this role, you’ll work with service users, frontline staff, subject matter experts and stakeholders; you’ll be leading the design process as part of multifunctional teams that may include user researchers, product designers, content designers and delivery managers. You’ll help us create and improve services that are people-centred, inclusive, impactful and effective.

As a Senior Service Designer in a multi-level team, you will also be mentoring and coaching our Service Designers, and you’ll be line managing up to two team members.

In your day-to-day role, you’ll be:

• working to understand our users’ needs and contributing to the strategic direction of our services
• generating service ideas, models, and solutions that meet user needs and support commissioning
• planning and facilitating workshops that engage a range of people in the design process
• actively prototyping and testing design ideas,​ supporting and upskilling colleagues with the tools, methods and insight to enable them to support and engage with the design process.
• developing and coaching designers, line managing up to two team members and contributing to a positive, open and collaborative team culture

​​​​​​​Please provide details in your cover letter to evidence the following essential criteria:

• Significant demonstrable experience leading service design activities and applying design methodologies and principles in complex scenarios (e.g. products, services or strategies) while navigating project requirements and constraints
• Experience in developing insights (from primary and secondary research) into design opportunities to create inclusive and accessible services
• Excellent analytical skills, with the ability to think creatively and pragmatically when considering different user needs and business constraints, as well as providing a constructive challenge in unfamiliar areas
• Strong people management skills, with experience in creating a working environment where staff are empowered and motivated to achieve good outcomes; equality, diversity, and inclusion are well managed; and dignity at work is upheld