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.

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.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under- represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates.

We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.

In this role you will lead the design process as a member of multi-functional teams working to research, prototype, develop and improve services and products that meet the needs of all our users.

You will help articulate and demonstrate the value of design thinking methodologies across our organization, finding opportunities to make our services more inclusive and people-centred, and advocating for the voices of all our users while navigating technical and systemic constraints.

You will coach, mentor and support members of our Service Design team, and to provide line management. As well as playing an active part in our Service Design community of practice, and to help us explore emergent areas of the discipline.

We’re looking for someone with:

• Extensive experience in practising service design and applying design thinking principles to complex products and services, and a passion for using research insights to shape digital and non-digital services and strategies.
• Extensive experience of using primary and secondary research to identify user needs and business constraints, and of working with multidisciplinary team to lead the design process of inclusive and accessible solutions.
• Proven experience of an extensive range of service design and research methods, from developing briefs to customer journey mapping and concept development.
• Strong people management skills, with the ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated to achieve good outcomes.