We’re looking for someone to lead our Product Design team and practice

Giulia Merlo
3 min readSep 23, 2020

Join us to complete our new User Research and Design leadership team, and help us design services and products for millions of people.

We’re looking for someone to complete our new User Research and Design leadership team and shape the practice, community and strategy of product design at Citizens Advice:

Take me to the job application [closing date October 11th]

About the team

A couple of weeks ago, I joined Citizens Advice to head the user research and design teams: we are part of the Customer Journey team, whose work is central to the organisation’s vision for 2022, and we’re a combination of service designers, user researchers and product designers.

We work in multidisciplinary teams and within agile frameworks, across a rapidly growing number of digital products and services, and we have the privilege to tackle complex, exciting design problems, helping Citizens Advice meet the rapidly changing needs of members of the public, as well as of our advisors.

We’re looking for someone to complete our extended leadership team as Product Design Lead, joining our Service Design, User Research and Seamless Customer Journey leads.

About the role

This role will lead a multi-level team of Product Designers who work on digital products but also help shape non-digital touchpoints and services. We break Product Design down to 4 aspects of design:

  • 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

We’re looking for someone with extensive experience of product design, who will set the strategic direction for the practice across the organization while also creating the right conditions for our Product Designers to thrive, and assuring the quality of our work.

You’ll collaborate closely with other specialisms across Citizens Advice, helping us ensure we are designing with all users in mind: this is an opportunity to join a fast-growing team, and to help us define the vision and goals of user-centred design at Citizens Advice.

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. We are currently all working remotely, and reviewing the ways in which we will use our offices in the future.

Sounds like you?

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

And if you’d like to join a video call to help you decide if you want to apply, I’ll be around at these times:

  • Monday 5th October, 10am — 11.30am and 4.30pm — 5.30pm
  • Tuesday 6th October, 4pm — 5pm

** but no recruiters please.



Giulia Merlo

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