This recruitment campaign is being managed by Macaulay Search https://www.macaulaysearch.com/opportunities Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward whoever they are, and whatever their problem. Citizens Advice is looking for an exceptional leader to join us at a pivotal moment of transformation. As Executive Director of Client and Member Services, you will play a vital role in delivering on our mission to provide free, confidential advice to millionswhile helping shape the future of how that support is delivered in a rapidly changing world. A transformative leadership opportunity As a member of our Executive Committee, you will help lead an organisation-wide shift in how we operate, putting digital-first, client-centred services at the core. You will partner with senior leaders to co-create the conditions needed for success across all domainscapability, design, culture, and ways of working. This role leads our largest directorate, with around 700 staff, and oversees delivery of key contracted services as well as support for our network of 238 independent local Citizens Advice members. A system leader at the heart of change You ll be central to delivering our new, mission-based strategy collaboratively shaping how Citizens Advice evolves as a system to meet complex and growing client needs. This will mean promoting adaptive leadership, enabling innovation, and aligning delivery with our strategic priorities and resources. You will also help drive forward our one system, many leaders operating modelstrengthening collaboration and shared leadership across our federated structure, supported by common principles, capabilities, and culture. What we re looking for We re seeking a values-driven leader who brings: Strategic thinking and a deep understanding of transformation at scale A strong track record of leading large, complex teams and services A collaborative leadership style and ability to build trusted partnerships Experience working across federated or distributed systems is a plus Passion for public service and commitment to our mission and values Key areas of leadership This role operates across three interlinked domains: Strategic, corporate leadership as a member of the executive team Network leadership working in deep partnership with local Citizens Advice members Directorate leadership leading the people, strategy, and operations of Client and Member Services This is a unique opportunity to shape the future of one of the UK s most trusted charities, as we modernise how we support millions of people every year. How to apply: Applications should be sent by email to ewen.mcalpine@macaulaysearch.com and must be received by 12pm BST on Monday, July 28th, 2025. The application should comprise: A covering note, ideally 2 pages, sharing your motivation and explaining how your career and personal formation have prepared you for this role. A CV, ideally 2-3 pages, presenting the responsibilities held and relevant achievements. Applications will be confidentially reviewed against the requirements of the role description and person specification in early August. First interviews (online) will be held on the afternoons of August 12th, 13th, or 14th. Finalist Candidates will be invited into a two-way informational stage which will include a private information pack, a one to one with the CEO, meeting the Direct Reports, a session with representatives of the local Citizens Advice members, and a meeting with a colleague panel comprising Equity Group and Union Representatives. Final interviews will be hosted in London on September 12th by the CEO, Executive Director of People and Strategy, Chair of the Board, a representative of the local Citizens Advice members, and an external advisor. Our sincere thanks for your consideration of this mission-critical leadership opportunity at Citizens Advice. Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service. Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed. We re a flexible employer, so this role may suit anyone who d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview. The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales. Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently. We have been awarded the top charity in Third sectors' employer index, where it's recognised that Citizens Advice is an organisation that not only prioritizes the people we serve but also values the wellbeing of its employees. Citizens Advice seeks to redeploy internal staff who are at risk or under notice of redundancy and will prioritise them in the recruitment process where necessary. If you have been confirmed as at risk or under notice of redundancy please ensure you indicate this in the at-risk box in your application. For more information about the organisation, our values and benefits please see the following link - Information, values and benefits Need help with your application, see our useful how to guides on the following page - Guidance notes for applicants