Location
Blended between office and home (England and Wales). Time in office negotiable. The National Citizens Advice operates from offices in England and Wales, with regional offices in Cardiff, London, Birmingham and Leeds. All successful applicants must be based within England or Wales.

Hours
Flexible working arrangements available to support work/life balance. Many colleagues spend most of their time working remotely. A blended approach between a local office and home is preferred but flexible arrangements can be discussed during the interview.

Salary
Competitive salary commensurate with experience.

About the Role
As the Head of Advice Sustainability and Practice, you will lead the strategic development of sustainable and innovative advice products, practices, and partnerships to ensure the future of the Citizens Advice service. You will be responsible for a broad and strategically significant portfolio including the development of impactful advice, learning products, and advisor resources for nearly 20,000 colleagues and volunteers. You will lead the cultivation of collaborative relationships across the sector, role modelling co-design and partnership working to meet client needs in new and innovative ways. Driving service innovations that harness technology and exploring commercial opportunities will be key to your role. You will develop robust, ethical, and inclusive frameworks for advice delivery, workforce planning, and demand management. This role requires close collaboration across the Citizens Advice system, including national and member organisations, funders, sector partners, and local leaders.

You will be a strategic thinker with the ability to connect evolving client and member needs with practical advice delivery. You will translate strategic vision into deliverable advice products and practices that enhance and sustain services, strengthen impact, and ensure advice is fit for the future. You will challenge the status quo and foster a culture of experimentation while centering client needs.

Reporting to the Director of Advice within the Client and Member Services Directorate, you will work alongside like-minded leaders to transform sustainable advice delivery to millions of clients and support thousands of advisors for years to come.

Citizens Advice offers confidential advice online, by phone, and in person, free of charge. We help people from all walks of life overcome obstacles such as debt, evictions, and workplace issues by providing the knowledge and confidence to find their way forward.

Equity, Diversity and Inclusion (EDI) is central to our mission. We build diverse and inclusive teams where everyone feels a sense of belonging. We particularly welcome applications from people of colour, LGBTQ+ people, and disabled people. We follow the social model of disability and offer interview guarantees and reasonable adjustments for disabled candidates.

Citizens Advice is a flexible employer committed to wellbeing and has been recognised as a top charity employer in the Third Sector Employer Index. We prioritise redeployment of internal staff at risk of redundancy and encourage applicants to indicate this status where applicable.

Please note Citizens Advice is not a sponsoring organisation; applicants must have the right to work in the UK independently.

Experience
- Proven ability to think strategically and identify future trends within complex federated environments.
- Significant experience leading and delivering service development projects, including design, implementation, and evaluation of new service models.
- Deep subject matter expertise in relevant advice areas such as social welfare, consumer, housing, benefits, and debt.
- Proven track record of managing advice functions to provide legal advice across multiple products and achieving strategic and operational goals.
- Demonstrable experience building and maintaining effective collaborative relationships with diverse stakeholders including senior leaders, operational teams, external partners, and regulatory bodies.

About you
- Strategic thinker with the ability to translate vision into practical advice products and services.
- Innovative and open to challenging the status quo while centering client needs.
- Skilled collaborator and influencer able to foster partnerships and co-design initiatives.
- Committed to equity, diversity, and inclusion principles.

Qualifications
- Relevant qualifications or equivalent experience in advice services, legal advice, or related fields are desirable but not explicitly stated.

Additional Information
- Must have the right to work in the UK.
- Willingness to work flexibly across home and office locations within England and Wales.
- Commitment to the values and mission of Citizens Advice.