Are you passionate about designing services that truly meet customer needs? Do you thrive in roles where innovation, collaboration, and purpose come together?
We’re looking for a Customer Experience Journey and Service Design Lead to help shape the future of customer interactions at CITB. This is your chance to join a mission-led organisation where your work will have a tangible impact on how thousands of people engage with vital services that support the UK construction industry.
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.
Role Details
Role: Customer Experience Journey and Service Design Lead
Location: Peterborough (Hybrid), 1 - 2 office days per week
Hours of Work: Full-time (35 hours per week)
Contract: Fixed Term (12 months)
Grade: SC4
Target Salary: £53,303 + £6,799 Car Allowance Annually
Responsibilities
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.
Key Responsibilities
* Map and analyse current-state customer journeys across key touchpoints and channels.
* Identify pain points, gaps, and opportunities to enhance customer experience.
* Design future-state journeys that align with business goals and customer expectations.
* Collaborate with Data, Digital, CX, and Operational teams to validate and implement journey improvements.
Requirements
Essential
* Proven experience in customer journey mapping, service design, and CX transformation initiatives.
* Strong knowledge of design thinking, human-centred design, and agile methodologies.
* Proficiency in journey mapping and design tools (e.g., Miro, Smaply, Figma, Adobe XD).
* Ability to translate complex problems and customer experience goals into simple, operationally sound solutions.
* Experience in contact centre setup and transformation projects, including understanding of relevant technologies and infrastructure.
Desirable
* Government/Arm’s length bodies/charitable organisations experience.
* Background in UX, digital product design, or behavioural science.
* Experience in regulated or complex service environments (e.g., financial services, Levy & Grant Management).
What You’ll Get in Return
We offer a range of benefits, including free onsite parking, 25 days holiday + bank holidays + 3 days Christmas shutdown, generous pension scheme, life assurance, and professional development opportunities.
Why Join CITB? CITB has a clear purpose — to support the construction industry to have the skilled, competent, and inclusive workforce it needs, now and in the future.
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