Senior Customer Experience Designer

Global company specialising in software solutions for the SME marketplace is seeking a Digital Journey Manager/ CX Design Specialist for a 12 month contract. This is a hybrid role with 3 days a week in their stunning offices in central London.

Responsibilities

Customer Journey Ownership

• Lead the design, delivery, and continuous optimization of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support).
• Define the vision and KPIs for digital journeys, ensuring alignment with business goals and customer needs.
• Act as the voice of the customer — using insights, data, and feedback to champion improvements across digital touchpoints.

Digital Strategy & Execution

• Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams.

Performance & Optimization

• Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities.
• Lead test-and-learn experiments (A/B, multivariate testing) to optimize customer experiences.

Qualifications

• Bachelor’s degree in Business, Marketing, Digital Experience, or related field (or equivalent work experience).
• Proven track record in digital product, journey, or experience management.
• Strong knowledge of digital analytics, customer research, and CX methodologies.
• Experience with journey mapping tools, A/B testing platforms, and personalization technologies.