Subject Matter Expert - Advice

This is a full-time role, 35 hours per week.

Citizens Advice SORT Group is a growing and ambitious organisation determined to deliver the highest quality services to the communities we serve. We are leading providers of information, advice and casework services and support tens of thousands of clients every year.

Join our Innovation Team. We are developing AI-powered tools to help advisers improve the accuracy of advice and the efficiency of case notes. We now want to do the same for money and debt advice, some of the most complex and highest-stakes work we do. We need your expert knowledge of debt and money advice, your critical thinking, and your practical experience to help us get it right.

This role is a unique opportunity to shape the future of Citizens Advice and to combine your frontline expertise with cutting-edge technology. As a Subject Matter Expert, you will be the link between our frontline money advice services and our tech team.

• - Act as our authority on the MaPS Customer Facing Standards and the Advice Assessor Toolkit, applying them to everything our tools produce, exactly as an assessor would.
• - Assess AI-generated advice and case records against the standards, using the full range of outcomes from Met through to Not Met with detriment, and be clear about where output falls short and why.
• - Map our tools against the debt customer journey, from assessment of need and identification of vulnerability and emergencies, through exploration, advice, Breathing Space, debt options, creditor contact and record of advice.
• - Keep pace with changes to the standards, the toolkit and MaPS guidance, and make sure that what we build moves with them.
• - Work with quality assurance colleagues so that our approach to AI-generated advice lines up with how our debt advice is assessed.

• - Test and evaluate the accuracy and quality of advice generated by our AI tools, using your in-depth knowledge of debt and money advice.
• - Check that the options presented are correct, complete and appropriate to the client's circumstances, covering informal arrangements, Breathing Space, Debt Relief Orders, bankruptcy and individual voluntary arrangements.
• - Make sure income maximisation, budgeting and the Standard Financial Statement are handled properly, and that priority debts are never treated as though they were not.
• - Apply the relevant FCA requirements alongside the MaPS Standards when assessing what our tools produce.

• - Review case notes and data to identify blind spots, biases or gaps in the information our AI draws on.
• - Help us make sure our tools work accurately and equitably for all client groups, including people with mental health problems, people in vulnerable circumstances, people with complex needs, and people whose situations do not fit a standard template.
• - Flag where a tool risks giving advice that is technically right but practically unhelpful, or that could cause detriment to a client.
• - Contribute to how we test, monitor and govern the advice our tools produce, so that quality and safety are built in rather than checked afterwards.

• - Work closely with the innovation team, including developers, data scientists and data colleagues, to turn your practical insight into clear and actionable feedback.
• - Explain complex money advice concepts to people who are not advisers, without losing the detail that matters.
• - Take part in the everyday working rhythm of the team, including testing sessions, reviews and planning.
• - Build good working relationships with our money advice teams so that their experience feeds into what we build.

• - Act as the voice of frontline…