Customer Experience Design Lead

Customer Experience Design Lead

6 Months

Location - Warwickshire

Hybrid

About the Role

Join our client as a Customer Experience Design Lead, where you will play a pivotal role in transforming customer journeys. You will develop and maintain comprehensive journey models, ensuring they align with our strategic objectives. Your expertise will drive customer-centric service design across the organisation, fostering collaboration and innovation. With a focus on understanding customer needs, you will create engaging visual narratives and implement targeted improvements. This position offers the flexibility of hybrid working, with options for full-time and part-time applicants.

Key Accountabilities

• Journey Modelling & Mapping: Develop end-to-end journey models that highlight customer experiences across various segments and channels, pinpointing pain points and interdependencies.
• CX Design Leadership: Provide design expertise to support business units in creating customer-centric services, shaping journeys around actual customer needs.
• Cross-Business Collaboration: Serve as the central CX design contact, ensuring that customer journeys align with intended outcomes and deliver measurable value.
• Strategic Alignment: Align journey models with the organisation''s North Star strategy and transformation priorities, integrating insights into actionable design decisions.
• Customer Closeness: Create compelling visual and narrative artefacts that help teams empathise with and understand customer needs.
• Targeted Improvements: Translate insights into design opportunities, prioritising improvements based on impact and alignment with business goals.
• Governance & Standards: Promote best practises in CX design, ensuring a consistent and adaptive approach across the organisation.
• Capability Building and Coaching: Train and coach colleagues in CX methodologies, fostering a culture of learning and experimentation.

Essential:

• Extensive experience designing or modelling customer journeys at an enterprise level.
• Proven ability to interpret customer insights and implement design improvements.
• Strong knowledge of service design and CX methodologies (e.g., journey mapping, personas, blueprints).
• Excellent stakeholder engagement skills, capable of influencing cross-functional teams.
• Proficient visual and storytelling skills to effectively communicate customer needs.
• Strategic thinking with a systems-level understanding of complex services.
• Familiarity with systems thinking methodologies.

Desirable:

• Experience in regulated or B2B service environments.
• Knowledge of CX tools and platforms (e.g., Smaply, Miro, Qualtrics).
• Background in UX, service design, business architecture, or transformation.

Qualifications

• Experience designing or modelling customer journeys at an enterprise level.
• Proven ability to interpret customer insight and translate it into design improvements.
• Strong knowledge of service design and CX methodologies (e.g., journey mapping, personas, blueprints).

Business Capabilities

• Holistic Thinking
• Digital & Data Literacy
• Critical Problem Solving

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone''s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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