Are you a strategic leader passionate about delivering exceptional support and driving meaningful change?

This is a rare opportunity to shape how we support our network and make a real impact on communities across Scotland.

As our Head of Member Support & Service Design, you will lead the design, delivery, and continuous improvement of member support services, ensuring they meet the evolving needs of our Bureaux and the people they serve.

This newly created role brings together Network Support, Audit, and Bureau Service Design, placing you at the heart of our transformation. You’ll play a critical role in strengthening how we support our network—enabling Bureaux to deliver high-quality advice that truly changes lives and aligns with our strategic ambitions.

What you will do

• Lead and inspire a high-performing team to deliver outstanding support across the network
• Build strong relationships with Bureaux and key stakeholders, becoming a trusted partner and primary contact for the COCABs Executive
• Drive innovation in service design, working collaboratively to modernise advice delivery through technology and co-design
• Champion excellence by supporting Bureaux to meet recognised standards and build sustainable capability, capacity, and resilience
• Shape the future by leading the co-design and implementation of our new case management system
• Identify opportunities for growth and evolution, enhancing how we deliver services to better meet client needs

Your work will directly support a network that changes lives every day. By strengthening our services, you’ll help ensure people receive the right advice, at the right time, in the right way.

What we are looking for

We are seeking a collaborative, forward-thinking leader who can:

• Balance strategic vision with operational delivery
• Build strong, trusted relationships across a diverse network
• Lead innovation and transformation in complex environments
• Inspire teams and drive continuous improvement

If you’re ready to lead meaningful change and make a lasting impact, we’d love to hear from you.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions. We want our people to have a great work life balance and we have designed our working practices and benefits to support this. Here are some of things our employees benefit from: a35-hour full time working week, 40 days annual leave, genuine flexibility in working hours with a flexi-time system, and hybrid working opportunities for every role. For more details of some of the other benefits on offer to our employees, please see the section on employee benefits in the job pack.

Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family friendly, inclusive employment policies and flexible working arrangements to support all our staff. We are also committed to equality of opportunity for all and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

CAS provides options for hybrid working to allow employees to balance their time attending the office with time working from home. The number of days you will be able to work from home each week will be dependent on your job role and can be discussed as part of the recruitment process.