Director of Advice
Employer: Citizens Advice
Location: 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.
Working hours: 36.25 Hours Per Week
Salary: £91,225 plus £3,612 London weighting if applicable
Closing date: 23.59 on 30/08/2026
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Job Description
Location: Blended between office and home (England and Wales). Time in office negotiable
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.
Shape the future of trusted advice
At Citizens Advice, trusted advice has never mattered more. As society, technology and public expectations evolve, so must the way we deliver advice to the people who need it most.
We're looking for an exceptional leader to become our next Director of Advice—a strategic role that will shape how trusted advice evolves over the next decade. This is an opportunity to lead one of Citizens Advice's most important organisational capabilities, ensuring our advice remains trusted, accessible, impactful and sustainable in a rapidly changing world.
About the role
Reporting to the Executive Director of Client and Member Services, you'll provide strategic leadership for the future of advice across Citizens Advice. Working across our federated network, with partners and across the wider advice sector, you'll develop and deliver a long-term vision that ensures our advice services continue to meet changing client needs.
You'll lead the evolution of our advice capability by bringing together innovation, technology, partnerships and sustainable investment. Your work will help ensure Citizens Advice remains at the forefront of trusted advice for future generations.
This is a highly collaborative leadership role. Success will depend on your ability to build strong relationships, influence across organisational boundaries and create shared ownership of strategic priorities.
What you'll do
Develop and lead a long-term strategy for the future of trusted advice across Citizens Advice.
Drive innovation in advice delivery, ensuring our services evolve to meet changing client needs.
Work closely with the Director of Digital, Data and Technology to harness digital platforms, technology and AI to enhance the future of trusted advice.
Build strong partnerships across the Citizens Advice network, the wider advice sector and with external stakeholders.
Collaborate with colleagues across Strategy and Impact, Service Delivery, Income Generation and Partnerships, and other directorates to align priorities and deliver organisational missions.
Represent Citizens Advice as a thought leader, influencing the future of the advice sector through collaboration, evidence and strategic partnerships.
What success looks like
In this role you will ensure that:
Citizens Advice has a clear, long-term strategy for the future of trusted advice that is embraced across the organisation and our federated network.
Our advice capability continues to evolve through innovation, technology, partnerships and sustainable investment.
Citizens Advice is recognised as a leading voice in shaping the future of advice across the sector.
About you
You'll be a strategic and collaborative leader with experience of leading large-scale organisational or service transformation. You'll be comfortable working across complex systems, influencing senior stakeholders and building consensus around a shared vision.
You'll bring:
A track record of developing and delivering long-term strategic change.
Strong partnership and stakeholder management skills, with the ability to influence across organisational boundaries.
Experience of leading innovation and service development within complex environments.
An understanding of how technology, digital platforms and AI can enable future services.
A commitment to ensuring advice remains trusted, inclusive, accessible and impactful.
About the team
This role sits within the Client and Member Services Directorate, which brings together our digital, technology and advice capabilities with service delivery and support for local Citizens Advice.
The directorate combines expertise in advice design and delivery, product development, digital platforms and technology with a deep understanding of the needs of our clients and members. Together, we work to strengthen our network, improve services and maximise impact for the people and communities we serve.
Why join us?
This is a rare opportunity to shape the future of one of the UK's most trusted public services. You'll lead a nationally significant agenda, working with talented colleagues across Citizens Advice and the wider advice sector to ensure trusted advice continues to change lives for generations to come.
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.
This vacancy closes at 23.59 on the closing date.
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