Director of Advice

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.