CX Journey Designer

Job Description

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.

\n

\n

As the successful applicant you'll demonstrate:

\n

\n

\n
• Senior service or CX designer with a strong portfolio of journey design and blueprint work

\n

• Telecoms sector background — direct experience of SME connectivity, communications or managed services environments is essential

\n

• Expert facilitator, can run effective journey mapping sessions with cross-functional groups at all seniority levels

\n

• Able to produce design artefacts that are both rigorous and communicable, not academic,

\n

• Experience designing digital-first service journeys, including self-serve channel design

\n

• Familiar with moment-based measurement frameworks (Moment NPS, CSAT, digital completion rates)

\n

• Can translate design outputs into clear requirements for technology and operations teams

\n

• Works collaboratively and builds internal capability — not protective of methodology

\n

• Experience working within structured programme governance; comfortable with milestone-driven delivery

\n\n

\n

Additional information:

\n

\n
• 9 month contract

\n

• Early August start

\n

• Day rate circa £650 to £750 outside IR35

\n

• Predominantly home based with occasional UK travel

\n\n