This fast growing telecommunications business is mobilising a customer experience programme and looking for an experienced CX Journey Designer. Reporting to the Programme Director, you will establish a digital-first design methodology and lead the creation of journey blueprints. You'll be practitioner, run journey mapping sessions, produce high-quality design artefacts and translate customer insight into actionable blueprints that operations and technology teams can build from.
As the successful applicant you'll demonstrate:
- Senior service or CX designer with a strong portfolio of journey design and blueprint work
- Telecoms sector background — direct experience of SME connectivity, communications or managed services environments is essential
- Expert facilitator, can run effective journey mapping sessions with cross-functional groups at all seniority levels
- Able to produce design artefacts that are both rigorous and communicable, not academic,
- Experience designing digital-first service journeys, including self-serve channel design
- Familiar with moment-based measurement frameworks (Moment NPS, CSAT, digital completion rates)
- Can translate design outputs into clear requirements for technology and operations teams
- Works collaboratively and builds internal capability — not protective of methodology
- Experience working within structured programme governance; comfortable with milestone-driven delivery
Additional information:
- 9 month contract
- Early August start
- Day rate circa £650 to £750 outside IR35
- Predominantly home based with occasional UK travel