Rebecca Kemp – Medium

Rebecca Kemp

We’re looking for a Head of User Research and Design

Join the Citizens Advice customer journey leadership team, and lead our research and design work across the service

4 min readApr 22, 2020

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Two men standing outside a Citizens Advice office in the 1980s

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Rebecca Kemp
in
We are Citizens Advice

Working in the open in the customer journey team

And why that’s a huge part of getting it done

3 min readDec 23, 2019

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Working in the open in the customer journey team

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Rebecca Kemp
in
We are Citizens Advice

How we’re putting users at the heart of our services

An update from the last 3 months in the customer journey team

5 min readNov 1, 2019

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How we’re putting users at the heart of our services

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Rebecca Kemp
in
We are Citizens Advice

80 years of… innovation

From mobile horseboxes to Snapchat — how we’re innovating to meet people’s changing needs

7 min readSep 5, 2019

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80 years of… innovation

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Rebecca Kemp
in
We are Citizens Advice

How we’re making our services more effective, user centred and easier to use

And what we’ve learned along the way

4 min readAug 6, 2019

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How we’re making our services more effective, user centred and easier to use

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Rebecca Kemp

What’s special about working at Citizens Advice?

We are often looking for new people to join our customer journey, technology and data teams. People with these skills have lots of…

3 min readMar 22, 2019

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What’s special about working at Citizens Advice?

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Rebecca Kemp
in
We are Citizens Advice

Running a responsible customer journey team

4 things we’re doing to make sure we’re working in a responsible way

4 min readDec 5, 2018

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Running a responsible customer journey team

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Rebecca Kemp
in
We are Citizens Advice

How could technology help people save money on their bills?

It could be one way to stop loyal customers being charged more — but it needs to work for everyone

4 min readNov 14, 2018

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How could technology help people save money on their bills?

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Rebecca Kemp

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4 min readNov 14, 2018

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Rebecca Kemp

Leadership skills when you’re in the business of disruption

Ade Adewunmi and I recently ran a leadership workshop at the Service Design in Government conference. We had a great time doing it. We met…

4 min readApr 19, 2017

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Leadership skills when you’re in the business of disruption

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Rebecca Kemp

Rebecca Kemp

Director of Customer Journey @CitizensAdvice. Non-exec @DemoClub and trustee @nationaluglymug. Occasional trainer. Views my own.

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