We’re hiring a Product Lead for our public advice service
Our online advice helps 25 million people every year. Our goal is to transform the user experience and make us more responsive to a rapidly changing social and technological world.
➛Take me to the job application [Closing date 18th August]
➛Chat to Kylie about the role
We’re looking for an experienced and practicing senior product person to lead our Public Advice service at Citizens Advice. You’ll lead a multidisciplinary team working on our public website, delivering a sustainable, user-led approach to the provision of advice. The team are at the heart of the organisation’s ambition to deliver our vision for 2022.
We’re growing fast; today, we have 7 multidisciplinary product teams in our London office, split across 4 areas: public advice, adviser-facing services, platforms, and funded programmes. Read about our product strategy to connect people with the best advice.
You’ll be working on a product that helps 25 million people every year, and your work here will make a huge difference to their lives. You’ll be setting the goals, strategy and priorities within our cross-functional public advice team, and defining the way millions of people get help from us on a daily basis.
Everyone is welcome at Citizens Advice. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work flexibly, or part-time, we’ll facilitate this — whether to help you meet other commitments or to help you strike a great work-life balance. Several of our leadership team work 4 days a week, and we all work from home regularly.
What you’ll do every day
You’ll develop our product roadmap, collaborating with a wide range of stakeholders, and balancing user needs alongside organisational priorities. You will help scale our largest product to millions of users.
Most of the advice we provide is currently in the form of flat content on our public website, but we’re re-platforming our underlying technology to be able to explore other media such as voice, video, and self-service tools. This is a unique opportunity to experiment and innovate with new ways of meeting user needs.
You’ll be:
- leading the creation and evolution of the product vision, strategy, and objectives
- discovering, defining, and validating problems presented by user insight, stakeholder priorities, organisational strategy, and technical needs
- coordinating across complex dependencies to deliver features that improve the overall user experience
- engaging with teams across the organisation to align plans, understand priorities, and communicate changes with our local offices and users
- collaborating with developers, technical architects, and DevOps engineers to make sure our services are sustainable and flexible
- tracking and monitoring product performance and user outcomes to iterate and improve on features
- taking a responsible and ethical approach, considering the social impact our services create and minimising potential unintended consequences
Apply if
- you’re passionate about Tech for Good and want to work in an equity-driven organisation solving complex problems
- you’ve shipped high transactional software products in a large and complex organisation
- you relentlessly pursue building the best possible user experience and use data to track how you’re doing and make decisions
- you live at the intersection of user, organisational, and technical needs and know how to balance these when setting direction
- you’re comfortable with leading a multidisciplinary team* that deals with ambiguity every day, and with taking decisions in uncertainty
- you have lots of energy for sharing your knowledge; you may have mentored and coached other product people
- you embrace the value that comes from working in the open and sharing with other organisations
- you enjoy working with non-technical stakeholders and learning from their expertise
- you want to be part of a growing product community, at the centre of organisational transformation
- what we’re doing here at Citizens Advice excites you!
*including user research, design, content, engineering, technical architecture, delivery, data, and operations
Interested? Know someone who might be?
Let’s have a chat! My DMs are open on Twitter, and you can also email me directly** to find out more.
I’m also holding space for open, informal video calls if you’d like to find out more about the role to help you decide if you want to apply:
- Monday 12th August 9am-1pm
- Thursday 15th August 10:30am — 4pm
To book a slot, email me with your preferred date and time. If you can’t make any of the above, drop me a note and we’ll figure out an alternative.
**No recruiters please. No, really.
