Senior Service Designer

Job reference:002937

Salary:£49,479 plus £3,520 London allowance if applicable

Closing date:11/03/2026

Department:Advice Content

Location:Blended between office and home (England and Wales)

Employment type:Permanent

Hours Per Week36.25 hours per week / Open to flexible working

Job posted date:11/02/2026

Contract Duration:Permanent

Job Description

Location: Blended between office and home (England and Wales). Time in office negotiable

We’re looking for a Senior Service Designer to lead complex projects, turn user insight into action and champion human-centred design across our organisation.

You’ll guide multidisciplinary teams, coach designers and bring people together to solve tough problems creatively. From developing service strategy to improving our design systems and embedding accessibility, you’ll help us deliver products and services that work for everyone.

What you’ll do

• Lead complex service design projects, shaping design strategy grounded in robust user insight.
• Facilitate workshops, join the dots across research and ensure insights drive decision-making.
• Coach and mentor HCD team members, contributing to our communities of practice.
• Collaborate closely with product, data, policy, strategy and DDaT colleagues to deliver impactful, inclusive services.
• Build strong, trust-based relationships across disciplines to navigate competing priorities and tackle tough design issues.

If you’re a collaborative, curious designer who loves turning complexity into clarity, we'd like to hear from you.

Please provide details in your cover letter to evidence the following essential criteria. Please make sure your cover letter provides evidence for the essential criteria succinctly.

• Extensive skills, experience and knowledge of leading service design activities and applying design methodologies and principles in complex scenarios (e.g. products, services or strategies) while navigating project requirements and constraints.
• Experience in developing insights (from primary and secondary research) into design opportunities to create inclusive and accessible services.
• Excellent analytical skills, with the ability to think creatively and pragmatically when considering different user needs and business constraints, as well as providing a constructive challenge in unfamiliar areas.

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.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.

The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

We have been awarded the top charity in Third sectors' employer index, where it's recognised that Citizens Advice is an organization that not only prioritizes the people we serve but also values the wellbeing of its employees.

Citizens Advice seeks to redeploy internal staff who are at risk or under notice of redundancy and will prioritise them in the recruitment process where necessary. If you have been confirmed as at risk or under notice of redundancy please ensure you indicate this in the at-risk box in your application.

Please note, in the event of a high number of applications, we reserve the right to close the application early.

This vacancy closes at 23.59 on the closing date.

For more information about the organisation, our values and benefits please see the following link - Information, values and benefits

Need help with your application, see our useful how to guides on the following page - Guidance notes for applicants