Location: Bristol or London (Hybrid) Employment Type: Full-Time Salary: Competitive
Overview
Our client is seeking an experienced CX Designer to help shape and deliver seamless, inclusive, and strategically aligned customer experiences across complex service environments.
This role will focus on designing and evolving end-to-end customer journeys across digital, assisted, and partner‑led channels, ensuring customers experience services as connected, intuitive, and confidence‑building throughout their interactions.
Working within a collaborative Customer Experience Planning and Change function, the successful candidate will partner with multidisciplinary teams across Product, UX, Technology, Operations, and Insight functions to define service visions, improve customer journeys, and influence enterprise‑wide experience strategy.
This is an excellent opportunity for an experienced service or customer experience designer who enjoys solving complex problems, influencing strategic decisions, and driving meaningful improvements through evidence‑led design.
Responsibilities
Customer Experience & Service Design
* Lead end-to-end service and CX design activities across discovery, definition, and early delivery phases.
* Create and evolve customer experience visions, service blueprints, and journey roadmaps across multiple initiatives.
* Design joined‑up customer experiences across digital, assisted, and partner‑led channels.
* Identify and resolve service pain points, process gaps, and experience inconsistencies.
* Translate research, insight, and strategic objectives into practical service models and customer journeys.
* Define experience principles, success measures, and design guardrails to support delivery teams.
Collaboration & Stakeholder Engagement
* Facilitate workshops, co‑design sessions, and collaborative design activities with customers, stakeholders, and delivery teams.
* Influence strategic decisions around customer experience priorities, investment, and service improvements.
* Provide strategic oversight across programmes and squads to ensure alignment with CX principles.
* Collaborate closely with UX Designers, Researchers, Product Managers, Technology, Operations, and Insight teams.
* Present service design concepts and recommendations to senior stakeholders.
* Champion inclusive and accessible design practices.
* Ensure customer experience decisions consider operational, technological, and partner impacts.
* Support continuous improvement of customer experience design methodologies, tools, and practices.
* Mentor and coach designers and non‑designers to build service design capability across teams.
* Stay informed on emerging CX trends, tools, and AI‑enabled design approaches.
Requirements
* Proven experience as a Customer Experience Designer or Service Designer within complex or matrix organisations.
* Strong experience designing end‑to‑end customer journeys and service experiences.
* Experience working within Agile and multidisciplinary delivery environments.
* Proficiency with design and collaboration tools such as Miro, Figma, or similar platforms.
* Experience delivering customer experience initiatives within regulated environments.
* Familiarity with journey management tools such as TheyDo or equivalent.
* Experience supporting digital transformation and service improvement programmes.Strong storytelling, communication, and visualisation skills.
* Excellent stakeholder management and influencing capabilities.
* Ability to manage multiple priorities while maintaining attention to detail.
* Strong commercial awareness and ability to align CX recommendations to business outcomes.
* Understanding of inclusive design principles and accessibility best practices.
Preferred Experience
* Experience working across digital, operational, and partner‑led customer ecosystems.
* Exposure to AI‑supported design tools and methodologies.
* Experience mentoring or coaching teams in service design practices.
Our client offers a competitive and flexible benefits package designed to support wellbeing, collaboration, and career development, including:
* Competitive salary package
* Hybrid and flexible working arrangements
* Private medical insurance
* Life assurance
* Annual leave allowance with holiday purchase options
* Health and wellbeing support programmes
* Employee discount and lifestyle benefits
* Enhanced family leave policies
* Volunteering and community engagement initiatives
* Inclusive and collaborative workplace culture
Application Process
If you are passionate about designing meaningful customer experiences and driving positive change through service design, we encourage you to apply.
* Please submit your CV for consideration. Suitable applicants will be contacted to discuss the opportunity further.
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