Head of Culture and Experience

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.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

The Head of Culture and Experience is a critical role that is responsible for developing and supporting a positive, inclusive, and ambitious culture within the organisation. Working in partnership with the Director of Equity and Culture, the role holder will drive the development of the organisation's culture, ensuring that it is experienced consistently across the national organisation and increasingly across our network of local Citizens Advice charities.

To be successful in this role, the Head of Culture and Experience must be well-networked, with the ability to collaborate effectively across the organisational system. They will need to understand how systemic culture works; the levers to change it and be able to approach this work programmatically to achieve the key purpose of creating a strong, positive culture that prioritises EDI and wellbeing.

In addition to these responsibilities, the role holder will support and enable the right leadership accountability and capability to achieve a consistently positive experience for colleagues in collaboration with wider people colleagues. They will support wider work looking to improve employee and volunteer experience within Citizens Advice.

The role holder will have a strong grasp of culture development theory and practice and be able to demonstrate an understanding of and experience in shifting culture positively. They will have a grasp of theory and practice relating to employee experience (EX).

Please provide answers to the following questions in your cover letter to evidence the following essential criteria:

• Experience of designing and implementing culture programmes in medium to large organisations with multiple stakeholders.
• Experience of wellbeing initiatives and latest thinking, theories and developments in this area.
• Experience working in a senior leadership role, inputting into corporate strategy and helping to solve organisation-wide problems.
• Strong people leadership skills, with the ability to create a positive working environment in which EDI is well managed, dignity at work is upheld and colleagues are empowered and motivated to achieve good outcomes.

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. If you are disabled and meet our minimum criteria you will be guaranteed an interview for this role and we will provide reasonable adjustments as needed. We follow the social model of disability.

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.

Our commitment to colleague wellbeing is reflected in us being awarded Gold in the Health & Wellbeing category, as well as Overall Winners, at the Employee Experience Awards 2022.

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.

This vacancy closes at 23.59 on the closing date.

For more information about the organisation, our values and benefits please see the following link - Information, values and benefits

Need help with your application, see our useful how to guides on the following page - Guidance notes for applicants