Senior Service Designer
Flexible within England & Wales

Job reference: 000725

Location: Flexible within England & Wales

Closing date: 04/09/2020

Job posted date: 06/08/2020

Salary: £45,695 plus £3520 London Allowance (if applicable)

Employment type: Permanent

Department: Customer Journey

Hours per week: 36.25

Interview date: 10\11 September

Contract Duration: Permanent

About Citizens Advice

Last year, Citizens Advice helped 2.6 million people face-to-face, by phone, email and webchat, and we received 25 million visits to our digital advice content. We solve 7 in 10 clients' problems, and 4 in 5 tell us that advice improved their lives. We look for people to help us improve and transform our organisation. We can offer you the opportunity to make a genuine impact and create lasting change within an organisation that makes a difference in the lives of millions of people every year

The Role

We’re looking for a Senior Service Designer to join our service design team working on services that deliver support to people and communities across the country. You’ll work in multi-disciplinary teams, leading the service design process, ensuring our approach is appropriate and user-centered and our services inclusive and impactful. As a senior service designer, you'll contribute to the growth of our service design practice and play a key role in the support and development of other designers. 

You’ll be:

  • working to understand what our users need and the strategic direction of our services 

  • generating service concepts and propositions that build strong cases for commissioning

  • planning and facilitating co-design workshops that engage a range of people in the design process 

  • actively prototyping and testing design ideas supporting colleagues take a design-led approach 

  • Developing and coaching designers, contributing to the overall effectiveness of the service design team 

You’ll need extensive and practical experience applying the service design process in a complex and iterative environment.

We’re interested in people who can see the bigger picture able to work strategically, and lead the design of projects with confidence and empathy. 

Diversity + Incusion

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates. 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.


Online Interviews are planned to take place on 10\11 September.

Please note, in the event of a high number of applications, we reserve the right to close the application early. 

The National Citizens Advice Operates from offices in England and Wales, with 5 regional offices based in Cardiff, London, Birmingham, Leeds, and Liverpool, therefore all successful applicants must be based within England or Wales.


The closing date for this job has now passed.