Customer Experience Lead, Service Design

Role Overview

• Own and evolve our end-to-end customer experience
• Identify friction across the customer journey, reducing avoidable contact
• Design simple, intuitive services that enable customers to self-serve effectively
• Combine customer insight, data analysis, and service design to improve journeys
• Work cross-functionally with product, support, and operations

Requirements

• Proven experience in Customer Experience, Service Design, or Journey Management roles
• Strong analytical skills with the ability to interpret customer and operational data
• Experience mapping and improving end-to-end customer journeys
• Understanding of contact centre operations and drivers of customer demand
• Experience designing or improving digital/self-service experiences
• Excellent stakeholder management and cross-functional collaboration
• Ability to move between strategy and hands-on execution
• Experience in fast-paced, scaling, or digital-first businesses (Desirable)
• Familiarity with CX metrics (CSAT, NPS, CES) and contact centre KPIs (Desirable)
• Background in UX, product (Desirable)
• Experience implementing service design frameworks or methodologies (Desirable)

Benefits

• Competitive salary and comprehensive benefits package
• Hybrid working model (London-based roles) or office-based
• Real opportunities for progression as the business scales
• The chance to influence both customer experience and product development
• A culture that values ownership, impact, and continuous learning