Customer Experience Journey and Service Design Lead

As the Customer Experience Journey and Service Design Lead, you will be responsible for shaping and delivering end-to-end customer journeys that are intuitive, efficient, and emotionally resonant. You will lead the design and continuous improvement of services by applying human-centred design principles, ensuring that customer needs are at the heart of every interaction and process.

You’ll lead the charge in designing seamless, meaningful customer journeys — from discovery to delivery — using human-centred design, data insights, and cross-functional collaboration. If you’re ready to drive transformation and embed customer-first thinking at the heart of everything we do, we’d love to hear from you.

• Provide regular updates and insights to senior leadership on progress, risks, and opportunities.
• Present as required at project and programme board team events, internal live events.
• Stay current with industry trends and best practices in customer experience and journey design.
• Create and present reports on progress, highlighting key metrics and areas for improvement.
• Ensure all journeys are built with a customer-first mindset, incorporating feedback and best practices.
• Identify and recommend improvements to processes, tools, and customer journeys.
• Develop service blueprints, personas, and experience prototypes to visualise and test new concepts.
• Champion customer-centric thinking in strategic planning, product development, and service delivery.
• Lead service design workshops and co-creation sessions with customers, frontline teams, and stakeholders.
• Work closely with DDaT, CX, Operations and other departments to ensure smooth setup and integration.
• Define and track key CX metrics (e.g. CSAT, CES) to measure impact and drive accountability.
• Support the development and execution of the overall customer experience strategy.
• Identify pain points, gaps, and opportunities to enhance customer experience.
• Benchmark against industry standards and emerging trends.
• Embed design thinking methodologies across the organisation to foster a culture of innovation.
• Support the development of omnichannel capabilities (phone, email, chat, social media).
• Act as a trusted advisor to senior leaders, influencing decisions with customer insights and design rationale.
• Collaborate with Data, Digital, CX, and Operational teams to validate and implement journey improvements.
• Build strong relationships across departments to ensure alignment and collaboration on CX initiatives.
• Map and analyse current-state customer journeys across key touchpoints and channels.
• Design future-state journeys that align with business goals and customer expectations.

Grade: SC4

• Proven experience in customer journey mapping, service design, and CX transformation initiatives.
• Ability to translate complex problems and customer experience goals into simple, operationally sound solutions.
• Knowledge of workforce planning, resource forecasting, and compliance standards in customer service environments.
• Government/Arm’s length bodies/charitable organisations experience.
• Excellent facilitation, storytelling, and communication abilities.
• Proficiency in journey mapping and design tools (e.g., Miro, Smaply, Figma, Adobe XD).
• Knowledge of industry-standard CX tools and methodologies.
• Travel throughout GB will be required (Newcastle, York, Bircham Newton, Peterborough, London, Newport).
• Full UK Driving license is required.
• Strong analytical, problem-solving, and documentation skills.
• Skilled in project coordination, stakeholder engagement, and cross-functional collaboration.
• Strong knowledge of design thinking, human-centred design, and agile methodologies.
• Familiarity with customer research techniques and data analysis.
• Background in UX, digital product design, or behavioural science.
• Experience in regulated or complex service environments (e.g., financial services, Levy & Grant Management).
• Experience in contact centre setup and transformation projects, including understanding of relevant technologies and infrastructure.
• Experience with cloud-based contact centre platforms (e.g., Amazon, Genesys, Microsoft Dynamics).

Target Salary: £53,303 + £6,799 Car Allowance Annually

Location: Peterborough (Hybrid), 1 - 2 office days per week

• Life assurance (4x salary)
• 25 days holiday + bank holidays + 3 days Christmas shutdown
• Free onsite parking
• 2 paid volunteering days per year
• Generous pension scheme (up to 9% employer contribution)
• 24/7 GP Services
• Professional development & funded training qualifications
• Employee Assistance Programme — because your wellbeing matters