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Director of Customer Journey - Citizens Advice Scotland

Job Details

Job title
Director of Customer Journey
Closing date
Wednesday 15 August 2018
Hours per week
Type of contract
Fixed term
circa £53,000 - £57,000 p.a. (commensurate with experience)

More about the job

About the job

Citizens Advice Scotland, based in Edinburgh, is the umbrella organisation providing support to Citizens Advice Bureaux across Scotland.

Citizens Advice Scotland, our member Citizen Advice Bureaux, the Citizen Advice consumer service, and the Extra Help Unit, form Scotland’s largest independent advice network. Advice provided by our service is free, independent, confidential, impartial and available to everyone. We are champions for both citizens and consumers and in 2016/17 the Citizens Advice Service in Scotland helped over 309,000 clients in Scotland deal with over one million issues overall.

To support the delivery of the new strategic framework at CAS, the opportunity has arisen for a driven and motivated leader to join Citizens Advice Scotland as Director of Customer Journey, initially on a fixed term basis for one year.

The Director of Customer Journey will be responsible for defining and implementing a customer experience strategy which exceeds customer expectations and drives loyalty to the CAB brand.  The post holder will be accountable for the service delivery and funding and income strands of the strategic plan, and will develop a systematic approach to assessing existing client offerings and journeys, utilising and understanding metrics to ensure consistent service improvement and innovation in delivery.

The successful candidate will be responsible for reviewing the entire customer journey through the lens of clients and guiding the development of a best in class customer journey which enhances the customer experiences and allegiance of existing clients and widens the demographic appeal of the CAB service customer base.  You will drive the structural and cultural transformation required to deliver on this approach and act as a leading voice across the organisation, network and wider advice service sector.

With a deep understanding of where products and services are migrating to in the future and how to best design the subsequent experience, you will have a strong record of achievement in applying a customer mind-set to development of solutions and approaches.

Decisive leadership, a goal orientated approach and a curious mind-set is critical, and an ability to drive complex business change via collaboration and peer leadership is also central to success.

We will be flexible when considering job applicants for this post and would be happy to take the right candidate on a secondment basis. 

CAS Benefits

CAS offers excellent terms and conditions, including a total of 40 days leave and a pension scheme with an 8% employer contribution. We have a flexi-time scheme which enables our staff to work flexibly in line with organisational requirements, and as an inclusive employer we are happy to consider other flexible working arrangements where appropriate. For more details of some of the other benefits on offer to our employees, please download the CAS Benefits document in the application pack at the bottom of this page. 

For more information, please refer to the Job Description and Person Specification which can be downloaded using the links below.

How to apply

To apply for this role, please send completed copies of the Personal Details Form, along with your current CV to:

In addition, please refer to the Job Description and provide a written statement that addresses how you meet the requirements of the role as detailed in the job specification. In the written statement, please provide examples which demonstrate how you meet the requirements. 

Closing date:  Wednesday 15 August 2018, 5pm

Interviews:    TBC

Privacy Notice for job applicants

We take your privacy seriously and any personal information you share will be used solely for processing your application. You can find out more about your rights, how we use your personal information and how we keep your details safe and secure by reading our privacy notice for job applicants, which can be downloaded below.

Equality & Diversity Monitoring

To help CAS monitor equality and diversity statistics please return the Equality & Diversity Monitoring Form separate from your other application documents by emailing it to:


About the employer

Citizens Advice Scotland is an Equal Opportunity Employer

The Scottish Association of Citizens Advice Bureaux – Citizens Advice Scotland (Scottish Charity Number SC016637).