Customer Experience Lead

Customer Experience Lead: Customer Experience Strategy and DesignWe''re looking for a strategic and hands-on Customer Experience (CX) Lead to shape and deliver exceptional, end-to-end customer journeys across our digital and physical touchpoints.Role: Customer Experience LeadRate: neg DOEIR35: OutsideLocation: Some travel to London/Midlands - weekly/bi-weeklyThe role As CX Lead, you will define and drive our customer experience vision-translating business, customer, and policy objectives into clear design principles, standards, and innovative concepts. You will ensure a seamless, consistent "look and feel" across web and mobile channels, while aligning with wider touchpoints such as contact centres, retail environments, and frontline teams.You will own the design of end-to-end customer journeys, leading both experience and business process design. Working cross-functionally, you''ll specify the business changes and technical requirements needed to deliver measurable CX outcomes. You''ll also act as the key escalation point for external design agencies and suppliers, ensuring quality, consistency, and alignment to strategy.Key responsibilitiesLead CX strategy, turning commercial and customer insights into actionable design principles and conceptsDefine and evolve end-to-end customer journeys across digital and offline channelsEstablish a consistent, high-quality experience across web, app, and supporting touchpointsDesign integrated experiences across contact centres, retail, ..... full job details .....