Customer Experience Designer
Core
Design and improve customer journeys across sales, onboarding, service, and retention by connecting customer emotion, operational evidence, and commercial outcomes.
Role type
Senior Customer Experience Designer (Service Design)
Builds
Cross-channel customer experiences and coordinated service improvements
Domain
Financial services / Customer Experience
Deliverable
product features
Required skills
Customer journey analysis, research synthesis, facilitation, qualitative and quantitative evidence combination, commercial understanding, stakeholder influence, implementation support
Preferred skills
Voice of customer platforms, feedback analytics, subscription/financial business experience, change management, process design
Technologies
Voice of customer platforms, feedback analytics tools
Responsibilities
Analyse customer journeys using research and operational data; Identify priority moments and root causes of friction; Facilitate improvement work across commercial and service teams; Prototype new journey concepts and service communications; Define experience measures linked to business outcomes; Support owners through implementation and continuous improvement
Seniority
Senior, hands-on IC with broader judgement
