Overview
We’re at an exciting stage of our digital transformation. Our innovation team is developing AI-powered tools to assist advisers by improving the accuracy of advice and the efficiency of case notes. We’re also developing a new tool to help clients with the complex PIP application process. We believe these tools have the potential to help us provide more help to more people. This role is a unique opportunity to shape the future of Citizens Advice and to combine frontline expertise with cutting-edge technology.
Job Deadline: 5/10/25
Responsibilities
* Providing Expertise: Use in-depth knowledge of PIP to test and evaluate the accuracy and quality of advice generated by AI tools. Ensure the new form-filling tool is accurate, client-friendly, and helps clients articulate their circumstances effectively.
* Identifying Gaps & Biases: Review case notes and data to identify potential blind spots, biases, or gaps in the information used by AI tools. Ensure tools are equitable and accurate for all client groups, including those with varying disabilities and complex needs.
* Collaborating & Communicating: Work with the innovation team (data scientists and developers) to translate practical insights into clear, actionable feedback.
* User-Centred Design: Represent frontline advisers and clients to ensure tools are user-friendly, practical, and genuinely helpful in real-world advice settings.
* Training & Development: Help refine training data and models used by AI to support ongoing improvement.
Who we’re looking for
* Subject Matter Expert: Deep and current understanding of Generalist Advice and PIP, including the application process, criteria, and common client challenges within the Quality of Advice Framework.
* Critical Thinker: Ability to analyse information, spot inaccuracies, and consider potential unintended consequences of technology.
* Clear Communicator: Can articulate complex ideas and feedback to a non-adviser audience.
* Team Player: Enjoys collaborating in a fast-paced, hands-on environment.
* Enthusiastic about Technology: Genuine interest in how technology can improve services, even if not a technical expert.
Details
* 17.5 hours a week
* £28,043 to £29,880 pro rata (dependent on experience)
* Runs initially until March 31st 2026
Employment type
* Part-time
* Industries: Non-profit Organizations
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