Seamless customer journey lead

Job reference: 000700

Location: London

Closing date: 26/07/2020

Job posted date: 08/07/2020

Salary: £61,402 (inc. London allowance)

Employment type: Permanent

Department: Customer Journey

Hours per week: 36.15

Interview date: Early August 2020

Contract Duration: Not specified

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.

The Customer Journey team is at the heart of the organisation’s ambition to deliver our vision for 2022. We’re growing fast, and today, we have 7 multidisciplinary product teams (digital products for the public and advisers) and 6 service teams (end-to-end multi-channel services).

You’ll come at an exciting time where you can make a huge impact and tackle the challenge of designing services that work across multiple channels, devices, browsers, and platforms. Our team have been integral to our organisation’s response to COVID-19. Local Citizens Advice and operations colleagues are doing amazing work to keep services running, and increase phone and digital provision. The customer journey team and colleagues are creating new and updated content on coronavirus and related issues, for the public and advisers.

The seamless customer journey lead will lead a multi-disciplinary team to create change across our service, so we provide a seamless customer experience for our clients, whatever channel or part of the service they use. We are looking for someone with lots of experience of service design or service transformation, who has experience of making services more user-centred, and leading change through others. We’re looking for someone who leads in an inclusive way. 

The role will involve directly managing a small team of designers and researchers, and directing the work of colleagues across the organisation and network. It requires extensive stakeholder management and relationship building, including with colleagues who are new to user-centred design.

You won’t be starting from scratch. The team has already carried out a discovery phase looking across all our services. The team and colleagues across our service are implementing ideas from this through our COVID-19 response work, to move us closer to a seamless customer journey. In this financial year we are focusing on one exemplar service to create a seamless customer journey — our consumer service. A discovery phase into that service is underway now.

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.


The closing date for this job has now passed.