Head of Member Support and Service Design

Job Description

Location: Edinburgh or Glasgow

Workplace type: Hybrid working – min 2 days a week at the office. This is a minimum, but a successful candidate can opt to be office based 5 days per week.

Hours per week: 35

Type of contract: Permanent

Job Level and Salary Scale: Level 7, £51,105 – £62,457 per annum, commensurate with experience.

Closing date: 15 July 2026.

Face-to-face interviews: Interviews for this role will take place w/c 27 July 2026.

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

• 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.

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 the benefits our employees receive: a 35 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.

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 encourage applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Essential

• Proven experience of working within a membership or federated organisation, with deep expertise in network theory and working with a network mindset.
• Demonstrable experience of leading organisational development or transformation initiatives and driving innovation.
• Excellent relationship building and stakeholder management skills at a senior level.
• Experience of quality assurance, compliance and member standards (advice related).
• Experience of complex service design and delivery.

Desirable

• Experience in Citizens Advice Bureaux or Advice sector.