Service Design Lead

We’re looking for someone with lots of service design experience to lead the practice of Service Design and its community of practice at Citizens Advice. The role sits within our Customer Journey team, which is at the heart of the organisation’s ambition to deliver our vision for 2022.

In Customer Journey we often design digital services and products, but we’re not limited to digital. Our Service Designers work on discoveries, prototypes and continuous improvements that span the breadth of our services. We believe Service Design is about understanding, translating and joining up user and organisational needs into the end-to-end design of valuable services – no matter the channel.

In this role, you’ll lead a multi-level team of service designers working in multifunctional teams across a variety of services and products, in partnership with development and service delivery teams across Citizens Advice: you will create the right conditions for Service Designers to work effectively, set the strategic direction of their practice, assure the quality of our work, and ensure we always design with all users in mind. You’ll work in close collaboration with user researchers, product and content designers, and teams across Citizens Advice.