Overview
Job title: Customer Experience Journey and Service Design Lead
Location: Peterborough (Hybrid) – 1 to 2 office days per week
Contract: Fixed Term (12 months) – 35 hours per week – Start: as soon as possible
Grade: SC4 – Target salary: £53,303 + £6,799 Car Allowance annually
Organisation: The Canadian Automobile Academy, Inc. / CITB (Centre for Construction Industry Training Board)
Join to shape the future of customer interactions by leading service design and customer experience initiatives that put the customer at the heart of every interaction.
What Youll Be Doing
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.
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.
* Lead service design workshops and co-creation sessions with customers, frontline teams, and stakeholders.
* Develop service blueprints, personas, and experience prototypes to visualize and test new concepts.
* Embed design thinking methodologies across the organisation to foster a culture of innovation.
* Support the development and execution of the overall customer experience strategy.
* Define and track key CX metrics (e.g. CSAT, CES) to measure impact and drive accountability.
* Champion customer-centric thinking in strategic planning, product development, and service delivery.
* Act as a trusted advisor to senior leaders, influencing decisions with customer insights and design rationale.
* Build strong relationships across departments to ensure alignment and collaboration on CX initiatives.
* Work with DDaT, CX, Operations and other departments to ensure smooth setup and integration.
* Provide regular updates and insights to senior leadership on progress, risks, and opportunities.
* Ensure all journeys are built with a customer-first mindset, incorporating feedback and best practices.
* Support the development of omnichannel capabilities (phone, email, chat, social media).
* Identify and recommend improvements to processes, tools, and customer journeys.
* Benchmark against industry standards and emerging trends.
* Create and present reports on progress, highlighting key metrics and areas for improvement.
* Stay current with industry trends and best practices in customer experience and journey design.
Essential Experience
* 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.
* Skilled in project coordination, stakeholder engagement, and cross-functional collaboration.
* Strong analytical, problem-solving, and documentation skills.
* Excellent facilitation, storytelling, and communication abilities.
* Knowledge of workforce planning, resource forecasting, and compliance standards in customer service environments.
Desirable
* Government/Arms 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).
* Familiarity with customer research techniques and data analysis.
* Experience with cloud-based contact centre platforms (e.g., Amazon, Genesys, Microsoft Dynamics).
* Knowledge of industry-standard CX tools and methodologies.
Other Requirements
* Travel throughout GB will be required (Newcastle, York, Bircham Newton, Peterborough, London, Newport).
* Full UK Driving license is required.
* Present as required at project and programme board team events, internal live events.
Closing Date: 16/10/2025, 23:55 hours. Applications reviewed on an ongoing basis; early applications encouraged.
What Youll Get In Return
* Free onsite parking
* 25 days holiday + bank holidays + 3 days Christmas shutdown
* Generous pension scheme (up to 9% employer contribution)
* Life assurance (4x salary)
* 2 paid volunteering days per year
* 24/7 GP Services
* Professional development & funded training qualifications
* Employee Assistance Programme
EEO statement and additional information available on request. Referrals increase your chances of interviewing at The Canadian Automobile Academy, Inc. by 2x.
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