Remote within England and Wales

Job reference: 001826

Salary: £52,400 plus £3,520 London allowance (if applicable)

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

We review and assess applications using the STAR method (Situation, Task, Action, Result), so when giving examples of your experience, please express them in the STAR format, focusing most on the actions you took to deliver a particular outcome.

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 all our 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. We’re usually flexible on location too, however some roles may require you to be based in a certain location, many of our colleagues spend most of their time working remotely.

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.

Closing date: 05/02/2023