Citizens Advice

User Researcher

Posted on:
October 13, 2021

Salary of £38,331.00 (plus London Allowance of £3,520 if applicable)

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.

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.

We are looking for three experienced user researchers to join the Customer Journey team. Our team works to understand people’s problems and provide accessible multi-channel support to meet their needs through digital products and services.

We have open roles on three different teams.


People expect a modern service to feel seamless as they move through different advice areas, channels, and touch points. As we scale up cross-channel delivery of advice, we need to hide or remove silos to create an experience that feels joined-up for our clients.

To achieve this we are starting a team that will look at improving referrals as part of the client journey, either where a client is referred between Citizens Advice and another partner or internally between services. This will allow us to reduce friction for clients during the advice process and allow us to improve how we work with partners to ensure people get the support they need.

The Energy product team

The Digital Energy product team maintains and develops the Energy advice and tools we provide on our public facing website. We aim to help the public and small businesses solve their most common problems e.g. with their Energy supply, with their billing, with the cost of energy, and with their energy meters. We want to ensure we build advice that meets clients needs, use feedback to improve it, and measure the outcomes we can achieve with it.

The Lab

The Lab’s purpose is to test out what the future of Citizens Advice could look like before it gets here — something that feels more important than ever at this time when our service is needed like never before. We run experiments to try out new things to solve problems. Large-scale projects take time and money so Lab experiments are small and swift. That approach allows us to test our riskiest assumptions fast so we can take the next step with confidence.

Whatever team you’ll be working in, you’ll be working to better understand the problems people face, and ensure that the advice we provide meets user needs and helps solve complex problems.

You’ll work with product owners, product and service designers and developers to deliver improvements to referrals between channels and services.

You’ll need demonstrable experience carrying out a range of research methodologies - this might come from a range of research backgrounds. An understanding of UX and research on especially digital products is also useful.

We’re interested in people that have had a breadth of research skills and have either been part of a small team or been quite autonomous as part of a larger team.

We are looking for people who can apply research learnings and methodologies to digital products in a fast paced, iterative environment.

Citizens Advice work within an Agile environment with 2 week iterations. This means that user research works with a quick turnaround. Research projects won’t take months within Citizens Advice so candidates need to have an appreciation of agile and how it affects how user research is undertaken and how collaborative the team works together.

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