Joining Citizens Advice as Director of Customer Journey

After four and a half happy years of freelancing, I’m joining Citizens Advice as Director of Customer Journey. I’m thrilled.

You can read more about my role and why we’re not just talking about digital in this post by James Plunkett, Executive Director for Advice and Advocacy. In short:

Although digital technologies are a powerful way to change a service, what really matters is the method with which change is done: user research, UX design, agile working, co-design, and solving problems in experimental ways. We now want to apply those methods to a wider set of problems, not all involving digital tech. What this work has in common is a mindset: we’ll always approach questions from a client’s eye view — by starting with, and then working hard to improve, the customer journey.

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