We’re hiring two leadership roles to deliver seamless, user-centred services

Our team works across the entire organisation, designing services and products for millions of clients. Our mission is to design inclusive and effective ways of solving complex problems.

Prototyping a digital energy service

➛Take me to the job applications [Closing date 26th July]

Product Design Lead and Seamless Customer Journey Lead

➛Chat to Kylie and Rebecca about the roles

We’re holding time for informal chats so you can learn more about the roles and ask us questions. See the end of this blogpost for details.

The team you’ll be joining

The Customer Journey team is at the heart of the organisation’s ambition to deliver our vision for 2022. We’re growing fast, and today, we have 7 multidisciplinary product teams (digital products for the public and advisers) and 6 service teams (end-to-end multi-channel services).

Product Design Lead role

Hiring Manager: Kylie Havelock, Head of Product

What we mean when we say ‘Product Design’

In Customer Journey we often design digital products, but we’re not limited to digital. Our Product Designers designs products, touchpoints, and services.

  • User Experience (UX) Design — how a thing feels
  • Interaction Design — how a thing behaves
  • User Interface Design — how a thing looks
  • Information Architecture — how a thing is structured

Seamless Customer Journey Lead role

Hiring Manager: Rebecca Kemp, Director of Customer Journey

What we mean when we say ‘seamless customer journey’

Our Future of Advice strategic framework sets out a commitment to us creating a seamless customer journey for our clients, whatever channel or part of our service they use. This role will bring this to life by leading a programme of work across the customer journey team, national organisation, and network to create a seamless journey.

Interested? Know someone who might be?

Let’s have a chat! Our DMs are open on Twitter, and you can also email Kylie or Rebecca directly** to find out more.

Product Design Lead: chat to Kylie

  • Monday 13th July 10am -11:30am, and 3–5pm
  • Tuesday 14th July 11am — 2pm, and 4–5pm

Seamless Customer Journey Lead: chat to Rebecca

  • Friday 17th July 2–5pm
  • Monday 20th July 2–5pm



Director of Product & Platforms @CitizensAdvice. Prev @GDS_GC @Justice_Digital. Board @LocalWelcome. Fellow @CloreSocial.

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Kylie Havelock

Director of Product & Platforms @CitizensAdvice. Prev @GDS_GC @Justice_Digital. Board @LocalWelcome. Fellow @CloreSocial.