We’re looking for a Service Design Lead

Giulia Merlo
2 min readAug 23, 2021

Join us to lead our Service Design team and practice, and help design services that impact the lives of millions of people.

Take me to the job application [closing date September 15th] >>

Chat with Giulia about the role >>

Who’s in the team?

Together with User Research and Product Design, Service Design is a core discipline within our User Research and Design team. We’re part of Customer Journey, in the wider Design, Data and Technology department.

At the moment, we have a multi-level team of 8 Service Designers as well as an active community of practice.

How do we work?

We work in multidisciplinary teams and within agile frameworks to help design services and products that affect the lives of millions of people.

We often design digital journeys, but we’re not limited to digital. We believe Service Design is about understanding, translating and joining up user and organisational needs into the end-to-end design of — no matter the channel. So our Service Designers work on discoveries, prototypes and continuous improvements that span the breadth of our advice services.

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’s the role?

We’re looking for someone with lots of service design experience to lead our Service Design team and practice,

In this role, you’ll develop, own and drive a strategic, inclusive, user-centred approach to Service Design that meets our organisational objectives, and aligns with Citizens Advice’s strategic ambitions.

You will create the right conditions for Service Designers to work effectively, set the direction of their practice, assure the quality of our work, and ensure we always design with all users in mind. You’ll work in close collaboration with user researchers, product and content designers, and teams across Citizens Advice.

Would you like to chat?

My DMs are open on Twitter, and you can email me here if you have any thoughts or questions.

I’m also holding this time for informal,open video calls to answer any questions you may have about the role:

  • Monday, September 6th 3pm-5pm
  • Tuesday, September 7th and Wednesday, September 8th 5pm-6pm



Giulia Merlo

Head of User Research & Design @citizensadvice | Formerly of CRUK | Co-Chair of BIMA Charities Council | Feminist, European, passionate about pizza & Beyonce