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. In 2017-18 we helped 2.6 million people face to face, over the phone, by email and webchat, and people visited our online advice pages 25 million times. We help with everything from money issues to problems at work, housing to consumer rights. Now we want to do even more.
The Customer Journey team is leading the transformation of Citizens Advice content and services. We work in multidisciplinary, agile teams to design and deliver products that meet the needs of members of the public and our advisors, including our digital advice, which has over 20 million users a year.
As Delivery Lead you will:
• Develop the delivery discipline within customer journey and the wider organisation, including a community of practice
• Lead a team of delivery managers who work with cross functional multi-disciplinary teams
• Oversee the planning, resourcing and management of customer journey initiatives
We’d love to hear from you if you:
• Have led a team of delivery managers or have experience in a senior delivery role working in an agile environment
• Have experience in working on resourcing and portfolio management
• Are looking to work for an organisation with a great cause
Please outline your suitability for the role in your covering letter and include your CV outlining your experience.
Our roles are open to discussion about flexible working, which may include arrangements such as part-time working, formalised flexitime, fixed (non-standard) working hours, working from home and job-sharing.
Flexible working – while our teams are office based, it’s fine to work from home regularly, and we welcome discussions about working part-time.
Ranked by Indeed as a top 10 non-profit employer in the UK (December 2018)
We welcome applications from Local Citizens Advice staff and are open to arranging secondments.
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.