Job Description


Director of Customer Journey

Reporting to

Executive Director

Proficient salary

circa £85,000 dependent on skills and experience


London - Travel required

Team overview

Take lead responsibility for the customer journey at Citizens Advice, using digital technologies and user experience testing to improve the way our clients experience the service. Make sure our advice content is accurate, accessible, and integrated with our wider advice journey, and maintain our subject-matter expertise. Work closely with local Citizens Advice and national leads on business development, operations, technology, and data to identify, test, and prototype innovations.

Role purpose

Provide strategic leadership and insight to improve the customer journey of Citizens Advice across all channels and services.

Main responsibilities

Key elements/Tasks

Lead our work to improve the client experience across Citizens Advice services

(% of time = 25)
  • Lead the development and implementation of an integrated client experience across the Citizens Advice service, achieving internal and external understanding of our work, priorities, values and ambition.
  • Lead the design, development and delivery of digital products and services that meet user needs and complement our wider service delivery
  • Lead the design, development and delivery of legal expertise in key advice topics to ensure we remain at the leading edge of the advice sector
  • Ensure advice products and content (e.g. training materials, digital content, tools like calculators and benefits checkers) are coherent, accurate and useful for clients and advisers.
  • Drive innovation in advice, product and service design within and beyond the service, taking advantage of developments in technology, data science and user-centred design.
  • Build strong links with other teams and across the Citizens Advice service as a whole, particularly Operations, Technology and Business Development.
  • Ensure that the work of the department reflects and supports the service’s Equality and Diversity Strategy.

Develop organisational wide capacity in user-centred design and delivery

(% of time = 20)
  • Facilitate teams across the organisation and wider service to improve client experience and take advantage of advice, data and technology opportunities.
  • Ensure our content, services and products remains leading edge, drawing on best practice methods.
  • Continually develop and implement best practice systems, processes and tools that make delivery better and more cost effective.

Provide high level leadership and Influence

(% of time = 20)
  • Provide strategic leadership to help the organisation pursue a better customer journey.
  • Provide insight and leadership on advice and digital trends and their implications for advice services.
  • Provide expert insight and advice to the Executive Team and other senior stakeholders when required.
  • Lead the identification and development of relationships with senior external partners within Government, civil society, legal, advice and digital markets.
  • Develop and sustain strong relationships with the trustee board, executive team, senior management team and leaders across the Citizens Advice service.

Lead a multidisciplinary department, including managing and developing staff to ensure the efficient working of the team

(% of time = 20)
  • Lead a multidisciplinary department and line manage staff, through:
  • Creating a positive working environment in which equality and diversity are well managed and staff can do their best
  • Planning and allocating work, monitoring achievement of deadlines, and supporting staff as appropriate
  • Managing performance and development, mainly through regular supervision sessions and the talent talk process
  • Recruitment and induction of new staff
  • Ensure that equality and diversity is embedded within the department
  • Compliance with Citizens Advice policies and procedures, including Health and Safety.

Financial Management

(% of time = 10)
  • Responsible for financial performance of the business unit, including meeting performance management and financial forecasting deadlines and complying with year end budget holder responsibilities.
  • Set and deliver against an accurate budget.
  • Demonstrate financial efficiency and value for money throughout the department.


(% of time = 5)
  • Deputise for senior staff, and supervise staff and volunteers, as required from time to time.
  • Undertake any other duties as may be reasonably required within the scope of the role.

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